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How to Configure Integration URLs

Last Updated: May 22, 2013 07:40AM PDT


Integration URLs

Integration URLs are a feature in Desk.com that allows your Agents to access information quickly about customers using external websites. We’re able to integrate with other systems in a variety of ways. We can pass any case or customer information 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 these other systems, and displays the results in a new window or a light-box 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.
 

Creating and Editing Integration URLs

To create an Integration URL, go to the Desk.com Admin and click on the Case Management tab.

Then click on Integrations in the sidebar.


 

Click the Add New button. After doing so, you will be presented with the Add New Integration URL dialog box.


 

  • The Name field will be available to agents in the Integration URL interface.
  • Enter the URL you would like 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

 

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:

   http://customordersystem.com?custname={{customer.name}}&dateprior={{case.opened_at | date: "%b %d, %Y"}}

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.
  • 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.

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.

Enabling the Integration URL immediately makes it available to agents. If you disable it, it will become hidden in the agent interface.

By default, all Integration URLs are visible to all groups and agents. If you would like to modify these permissions, click one of the Integration URLs on this page. You will be presented with the following interface:

From here, you can assign permissions to All Users, one group, or one user. Make your desired changes and click Update Integration URL.