Introduction: Posting a Message to a Flowdock Room
Desk.com's Flowdock App allows you to let your development team know when an Agent has identified a case requiring extra attention from the development team. You can also use the Flowdock App to send a custom message to any other Flowdock room when events happen in a case (e.g. when the case has gone unanswered for a number of days), or send a message to a Team Inbox.
Getting started with your Desk.com App to trigger a Flowdock message requires a Flowdock account. To start Go to yourdesksite.desk.com/admin/apps, click the Flowdock button (you'll see an image like the one below) and agree to the Terms of Service.
Great! Now you're ready to add an Account that you'll use as a Custom App. You can connect a Flowdock account and room credential from your existing Flowdock Account.
A Desk.com App Account is the name you'll use to refer to this Custom Account when you use it in Actions and Rules.
You'll need to know the Flowdock Token and Subdomain for the Flowdock account you're using.
Once you've connected your Flowdock credentials you can create an account name that make sense, like "Flowdock".
An Action is the actual message you'll be configuring to send through Desk.com to your Account when a Rule fires that matches the conditions you set.
An example of an action is the following, written with Liquid variables to provide dynamic information about the current case:
When fired, this Action will use the Flowdock App to send a Message to Flowdock from the User you specify and send the message that a particular Desk.com case is updated.
Business rules in Desk.com allow you to act without Agent intervention when certain conditions occur at Events specified for a case.
Here's an example rule, run on a "Case Updated" event:
A Business Rule fires when a Certain Event occurs (e.g. a Case is Updated) and the conditions specified for that case evaluate to be true. In our example, we'll fire the rule to post the Case Updated message on an Updated Case Interaction with an All Condition requiring the label "Send to Flowdock", and then remove that label at the conclusion of that rule so that the Flowdock Message will not be sent until that label is added again.
In addition, this rule will anytime (not just during Business Hours). (You can use the Advanced Edit to make sure your rule is enabled, and you can also view this rule in the Admin > Case Management > Rules section of Desk.com's Admin.)
What happens when everything works?
When you update a case in Desk.com by adding the label "send to Flowdock", the Rule will evaluate to be true, and the Action will fire to send a Flowdock Message using your Flowdock account.