Desk Connect

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Sign up for one of our upcoming Desk Connect webinars where you can learn everything you need to know about synchronizing your data between Desk and Salesforce using Desk Connect. You'll also have the opportunity to ask any questions that you might have during the session. For additional information please see our Desk Connect FAQ's.

If you are on the Desk.com Pro or Business plan and would like to enable Desk Connect, please reach out to your account manager to setup a meeting to have the Desk Connect integration enabled.

Overview

Desk Connect is a bi-directional sync between Desk and Salesforce. Desk Connect allows you to synchronize your data without having to manually enter and maintain data in two different systems.

Desk Connect offers two synchronization features: selectively syncing data continuously and the complete synchronization of all company, customer, and case data.

The power of Desk Connect extends to reporting, allowing your synchronized data to be included in reports in either Desk or Salesforce. Along with reporting, synchronizing your data with Salesforce means you can leverage your Desk data with Salesforce features.

Read the article for instructions or watch the video to learn how to set up Desk Connect.

 

Prerequisites

  • Desk.com Pro Plan or above.
  • Desk.com with Admin access.
  • Admin Access to a Salesforce Professional Edition or above. (Please note, you can't connect to a Salesforce Sandbox)
  • A Salesforce organization connected with Desk. (See steps below.)

Prepare Your Salesforce Organization

You must customize your Priority and Status values in Salesforce to match your Desk values. This must be done in Salesforce, since neither Priority nor Status can be customized in Desk. Below are the steps for Salesforce and the Salesforce Lightning Experience.

Steps (Salesforce)

  1. Log into your Salesforce organization.
  2. Go to Setup.
  3. Type "cases" in the search box to show the list of options but do not press enter or click the search button.
  4. Select "Fields" from the list.
  5. In Case Fields, click Priority.
  6. Ensure your values are High, Medium, Low.
  7. Click Back to Case Fields.
  8. Click Status.
Note: Because Statuses in Desk cannot be added, edited, or removed, a 1:1 Status mapping between Desk and Salesforce is highly recommended here.
  1. Go to "Case Status Picklist Values" and click New, to add new picklist values.
  2. Add "Open", "Pending", and "Resolved" (all starting with capital letters), each on a new line. Click Save. (These do not need to replace your existing Case status values, but they need to exist in Salesforce so the Desk values can map properly.)



Steps (Salesforce Lightning Experience)

  1. Log into your Salesforce organization.
  2. Go to the gear icon in the upper right-hand corner, select Setup Home.
  3. Go to Platform Tools: Objects and Fields section and click on Object Manager.
  4. Select Case.
  5. In Fields & Relationships, or using the “Find in page” search bar at the top of the page, find and select Priority.
  6. Ensure your values are High, Medium, Low.
  7. Click Back to Case Fields.
  8. Click Status.
Note: Because Statuses in Desk cannot be added, edited, or removed, a 1:1 Status mapping between Desk and Salesforce is highly recommended here.
  1. Go to "Case Status Picklist Values" and click New, to add new picklist values.
  2. Add "Open", "Pending", and "Resolved" (all starting with capital letters), each on a new line. Click Save. (These do not need to replace your existing Case status values, but they need to exist in Salesforce so the Desk values can map properly.)

Establishing Permission Settings

In order to perform a successful sync, the user must have read/edit permissions for a number of fields. Before performing the sync, let's run through all the User Profile and Permission settings.

Establishing Integration User Profile Requirements

  1. Log into your Salesforce organization.
  2. Go to Setup.
  3. Type "Users" in the search box to show the list of options but do not press enter or click the search button.
  4. Select Users from the list.
  5. Check that the integration user (the Salesforce user who will be authorizing the integration) is a System Administrator.
  6. Click the System Administrator profile to view the profile’s permissions. Under Standard Object Permissions, the Data Administration settings for all objects should be selected for View All and for Modify All.
  7. Under Standard Object Permissions, the Basic Access permissions for Read, Create, Edit and Delete must be selected for the following objects:
  • Account
  • Contact
  • Case
  1. Under Field-Level Security, click the View for the Email Message object and the Task object.
  2. Field-Level Security for the integration user’s profile must be selected for Read Access and Edit Access for all fields on the following objects:
  • Email Message
  • Task

Account Objects

The Desk Connect integration user must have read/edit permissions for the following fields (If you have a Professional edition org, these fields must also be visible on the standard Account page layout):

  • Name
  • Fax
  • Description
  • Phone

  • Case Related List

Setting Account Object Permissions

  1. Log into your Salesforce organization.

  2. Go to Setup.

  3. Type "Profiles" in the search box to show the list of options but do not press enter or click the search button.

  4. Select Profiles from the list.

  5. Click the System Administrator profile to view the profile’s permissions.
  6. Under Field-Level Security, click View on the Account object
.
  7. Field-Level Security for the integration user’s profile must be selected for Read Access and Edit Access for the following Account fields:
  • Name
  • Fax
  • Description
  • Phone


Contact Objects

The Desk Connect integration user must have read/edit permissions to the following fields (If you have a Professional edition org, these fields must also be visible on the standard Contact page layout):


  • Title
  • Description
  • Name
  • Email
  • Phone
  • Other Phone
  • Home Phone
  • Mobile Phone
  • Case Related List


Note: If Person Accounts are enabled, the following fields must be accessible, too:


  • PersonTitle

  • PersonEmail

  • PersonOtherPhone

  • PersonHomePhone

  • PersonMobilePhone

Setting Contact Object Permissions

  1. Log into your Salesforce organization.

  2. Go to Setup.
  3. Type "Profiles" in the search box to show the list of options but do not press enter or click the search button.

  4. Select Profiles from the list.

  5. Click the System Administrator profile to view the profile’s permissions.
  6. Under Field-Level Security, click View on the Contact object
.
  7. Field-Level Security for the integration user’s profile must be selected for Read Access and Edit Access for the following Contact fields:
  • Title
  • Description
  • Name

  • Email
  • Phone
  • Other Phone
  • Home Phone
  • Mobile Phone
  1. If you have a Professional edition org, go back to the Profile detail page for the System Administrator.

  2. Under Page Layouts, click Contact Layout to ensure the required fields are visible
.
  3. Check that the following fields are displayed on the standard Contact page layout
:
  • Title
  • Description
  • Name

  • Email
  • Phone
  • Other Phone
  • Home Phone
  • Mobile Phone
  • Case Related List

Case Object Requirements

The Desk Connect integration user must have read/edit permissions to the following fields (If you have a Professional edition org, these fields must also be visible on the standard Case page layout):


  • Contact Name

  • Account Name
  • Subject
  • Description
  • Priority
  • Origin 

  • Email Related List

  • Status - Note: The standard Status field in Salesforce must include the following Desk statuses:
    • New

    • Open

    • Pending

    • Resolved

    • Closed


Setting Case Object Permissions

  1. Log into your Salesforce organization.
  2. Go to Setup.

  3. Type "Profiles" in the search box to show the list of options but do not press enter or click the search button.

  4. Select Profiles from the list.

  5. Click the System Administrator profile to view the profile’s permissions.
  6. Under Field-Level Security, click View on the Case object
.
  7. Field-Level Security for the integration user’s profile must be selected for Read Access and Edit Access for the following Case fields:
  • Contact Name

  • Account Name

  • Subject 

  • Description
  • Status 

  • Priority
  • Case Origin
  1. If you have a Professional edition org, go back to the Profile detail page for the System Administrator
.
  2. Under Page Layouts, click Case Layout to ensure the required fields are visible
.
  3. Check that the following fields are displayed on the standard Case Layout:

  • Contact Name

  • Account Name

  • Subject 

  • Description 

  • Status

  • Priority
  • Origin
  • Email Related List


Case Comment Object Requirements

The Desk Connect integration user must have read/edit permissions to the following Case Comment fields:


  • Case Comment
  • Comment Body
  • Parent ID


Setting Case Comment Permissions

  1. Log into your Salesforce organization.

  2. Go to Setup.

  3. Type "Profiles" in the search box to show the list of options but do not press enter or click the search button.

  4. Select Profiles from the list.

  5. Click the System Administrator profile to view the profile’s permissions.
  6. Under General User Permissions, check that Edit Case Comments is selected.


Session Settings

Several Session Settings should be disabled to prevent connection errors from the Desk Connect service: 

  • "Lock sessions to the IP address from which they originated"
  • "Force logout on session timeout"
  • Timeout Value - should be set to as long as possible

Recommended Session Settings

  1. Log into your Salesforce organization.

  2. Go to Setup.

  3. Type “Session Settings” in the search box
.
  4. Select Session Settings under Administer > Security Controls > Session Settings

  5. Under Session Settings, ensure that:
  • “Lock sessions to the IP address from which they originated” is not selected
  • "Force logout on session timeout" is not selected
  • Timeout Value should be set to as long as possible

Other Field Requirements


If you intend to customize the Account or Contact fields displayed in the Salesforce widget in Desk, please ensure that the Desk Connect integration user has read/write permissions to the selected field. 


If you intend to set a default Record Types on records created in Salesforce by Desk Connect, please ensure the integration user’s profile has access to that Record Type in Salesforce.


Connect Salesforce to Desk

Log in to your Salesforce organization.
  1. If you have a Professional edition org, go back to the Profile detail page for the System Administrator
.
  2. Under Page Layouts, click Account Layout to ensure the required fields are visible
.
  3. Check that the following fields are displayed on the standard Account page layout:
    • Name
    • Fax
    • Description

    • Phone

    • Case Related List
    • Email Message
    • Task
      1. In Desk, go to Admin > Settings > Integrations > Salesforce Integration.
      2. Use the credentials for the Salesforce organization you want to connect to Desk (if you are not logged in already).
      3. Once logged into Salesforce, you will be asked to allow access for Desk to your Salesforce organization. We recommend (but do not require) using a dedicated API sys admin user for this authentication; this allows you to use the Salesforce security model with Desk Connect and not affect your main Salesforce sys admin.
 

Enable Desk Connect

Go to Admin > Settings > Desk Connect > Settings. Turn Desk Connect On.


Note, you may see a message letting you know it could take a few seconds for Desk Connect to refresh. 

Selective Sync

Selective Sync allows you to specify conditions to determine what information is synchronized from Desk to Salesforce and from Salesforce to Desk. If no conditions are set, all Company, Customer, and Case information synchronizes continuously. 


 

The default behavior is for any new customer that is not an existing contact to be created in your Salesforce organization as a new contact with an account based on the company name in Desk. From the Salesforce side, any new contact is automatically pushed into Desk as a new customer.

Selective Sync Features

Field Mappings

Supported Field Types

The Salesforce field types supported in Desk are:

  • Text
  • Picklist
  • Checkbox
  • Date

Standard Fields

We map certain standard fields on each of the three objects, for example, Case Subject, Case Description, Customer/Contact, case status, case priority, case channel (called case origin under field mappings)

Custom Fields

We expose the Salesforce fields and allow you to choose which Desk field to map to. It is important to note that the field types match in order for the field to be listed:

Note: You do not need to configure any field mappings out of the box for Desk Connect to work.

The "Display" column allows you to decide which fields to show in the Desk Salesforce widget.

What is Not Supported

These fields are not supported in Desk Connect Field Mapping. (However, these fields ARE supported in the Desk Salesforce widget.)

  • Auto Number
  • Formula
  • Roll-Up Summary
  • Lookup Relationship
  • External Lookup Relationship
  • Currency
  • Date/Time
  • Email
  • Geolocation
  • Number
  • Percent
  • Phone
  • Picklist (Multi-Select)
  • Text Area
  • Text Area (Long)
  • Text Area (Rich)
  • Text (Encrypted)
  • URL

Best Practices and Important Information

Nomenclature

Data Synchronization Principles

What is Not Supported in Desk Connect?

Things to Note


Use Salesforce Fields in Rules with Desk Connect

You have the ability to run Desk rules from Salesforce changes (made with Desk Connect) automatically. If the field is mapped to a Desk field, when you change that field in Salesforce, you're changing that field in Desk and you can run a rule from it.
 

Create a Test Case using Desk Connect

Steps

Create a new case for a new customer in Desk to show all the information being created in Salesforce as well as synchronized.

 
 
 
 
  1. After authorization with Salesforce, your Salesforce account information is visible in Desk under Settings > Integrations > Salesforce Integration .
  • Set up sync for each object. It can be one-way or two-way synchronization.
  • Unlink and Re-link records.
  • When you perform a selective sync, you have the option to unlink, meaning you can break the sync and changes will not propagate in the interim.
  • You have the ability to do Create and Update with Selective Sync.
  • Contact: maps to a Desk Customer.
  • Account: maps to a Desk Company.
  • Case: maps to a Desk Case.
  • text: maps to text in Desk.
  • picklist: maps to list in Desk.
  • checkbox: maps to boolean in Desk.
  • Salesforce Internal Case Comment: Desk Note
  • Salesforce Activities: Desk Interaction
  • In the rare case of a conflict or a data becoming out of sync between Desk and Salesforce, Salesforce is the master data source and wins all data conflicts.
  • Changes are synchronized near real-time from Desk to Salesforce. Changes made in Salesforce will synchronize with Desk within 5 minutes.
  • Custom objects from Salesforce are not synchronized to Desk.
  • Salesforce Metadata (e.g., Workflow rules, Triggers) is not synchronized.
  • Any standard objects that are not listed in the Desk connect Admin UI (e.g., opportunities, leads) are not supported. However, you can use the Desk Salesforce widget to display any Salesforce objects that are not mapped to Desk.
  • Desk Connect runs in the background and is not intrusive to Desk or Salesforce agents.
  • If you were using the previous Desk Salesforce integration previously, you can remove "Desk.com cases" from the Related List in the Salesforce Account and Contact Page Layout. Desk Connect uses standard case objects.
  • View error logs in Desk under Admin > Settings > System Log.
  1. Click to add a new case.
  2. Choose Email for the case type and enter a new customer name, such as First name (e.g., Don), Last name (e.g., Magic) with a new email address (e.g., test@gmail.com) that does not already exist in your Desk or Salesforce instances. Begin typing the name and click "Add new customer".
  3. Fill out the information for the new customer and click Create.
  4. After clicking Create, the new case is created for the new customer. Add a subject, like "Test Desk Connect."
  5. Now go to your Salesforce organization and click on the Cases tab. You should see your new case. Click on the case and you should see the information synchronized from Desk Connect, like Contact Name, Status, Priority, Contact Email.

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