How to Configure Integration URLs

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Overview

Integration URLs are a Desk.com feature that allow your Agents to access information quickly about customers using external websites. Your Agents will see a link from within any Case, that they can click on to load info from your other systems. Say goodbye to copy and pasting customer data between Desk and other apps.

Through Integration URLs, any Desk.com case or customer information can be passed through a URL to your back-end order management, customer profile, or sales web-based applications. 

An Integration URL passes customer or case-specific data using parameters to other systems, and displays the results in a new window or a lightbox window within the case. For example, if you want to use this functionality to perform customer lookups in an external order system, using the customer's email address (or another identifier) you can add a special URL that looks up the data in this external order system.

Integration URLs are built on top of liquid templates, the templating language we use in Desk.com. Liquid templates give you additional flexibility in your template design by allowing you to parse variables, compare data with operators, and create custom HTML.

Please Note: Integration URLs in Next Gen

Desk.com’s Next Gen Agent Desktop has a different layout than the Classic Agent Desktop. As a result, the three options for where to open an Integration URL (“Open Location” property) work differently in Next Gen.  In Next Gen, all three options will only open the link in a new browser tab or window. 

Adding Integration URLs

Create an Integration URL

  1. Go to Admin > Cases >Integration URLs.
 
 
  1. Click the + Add New Integration URL.
 


 

  • Name: This displays to Agents in the Integration URL interface.
  • URL​: The URL of the system to pass data to. You are likely to want to pass some of the URL variables as parameters to your system. The available parameters are split between the case and customer object.
 

The parameters for the customer are:

Full Name {{customer.name}}
First Name {{customer.first_name}}
Last Name {{customer.last_name}}
Email {{customer.email}}
Company {{customer.company}}
Title {{customer.title}}
Background Info {{customer.about}}

The parameters for the case are:

ID {{case.id}}
Subject {{case.subject}}
Case Closed Date/Time {{case.closed_at}}
Case Opened Date/Time {{case.opened_at}}

In addition, custom fields in either the customer or case objects can easily be referenced with:

  • {{customer.custom_sample}} where sample is the identifier given to the specific field in the customer object
  • {{case.custom_sample}} where sample is the identifier given to the specific field in the case object

Example

As an example, you may pass in the customer's name and the date that the case was opened into a custom order system to look up all of the data for that customer prior to when the case was opened. The URL may look like:

The Description field will be available to agents in the Integration URL interface. Select the desired Open Location. You can choose from the following options:

  • On top of case - opens the URL in a lightbox on top of the case within Desk. Requires linked app to have Cross Origin Scripting enabled to work.
  • New browser window - opens the URL in a new browser window, leaving the agent session intact.
  • In case pane - opens the URL inline in the agent's case interface (to the left of the interactions). Requires linked app to have Cross Origin Scripting enabled to work.

This allows the agent to work on and view the Integration URL alongside the agent interface. For the best experience, the recommended width of the embedded page should be 400 pixels.

eCommerce Examples

eCommerce is a great use case for Integration URLs. Here are some examples:

Note: To use the examples below, make sure to substitute in your specific shop name in place of "desk-com-test" in each example

Bigcommerce

Customers

Orders

 

Learn more about advanced Canvas Integration URLs: iFrame Integration URLs with Canvas.

 

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