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Desk.com events in Totango

Use Case:

Each time a case is created in Desk.com, send an event to Totango for that customer.

Considerations:

In order to send support data to Totango, the ticket needs to associate a User and Account. With each new customer joining your organization this profile needs to be manually created or uploaded to Desk.com. They also offer API capabilities to fully automate this. Further automation around this can be accomplished by populating the domains field within the organization. This way, each new user originating from the same domain automatically gets associated to the account based on their email address domain.
Totango actually integrates neatly with Desk.com through their application installer. Once you have setup your admin account, select the drop down menu from the top left and click on the admin button. This brings you to the admin setup, where we will perform the necessary operations to onboard your Desk.com support with Totango.

Assumptions:

You are viewing desk.com in the "classic Agent view" (the default viewer). If viewing in "Next Gen view", the steps are slightly different, so switch to that during setup. When you create/add a customer, make certain that you enter the orgid information under the company name (see step 3) for details.

Step 1: Install Totango on Desk.com

The main admin bar contain 6 different tabs labeled "Dashboard" / "Team" / "Channels" / "Cases" / "Content" / "Apps". Click on the "Apps" tab and select "browse Apps". Scroll down to the Totango app installer, and click on "Install" under the Totango App logo. The display will show basic information about the Totango integration, as well as the option to "Install Totango". Do so and move to the next step. A screen with terms and conditions will pop up. Scroll down to the bottom in order to accept.

Step 2: Calibrating Totango in Desk.com

Desk.com will display the installed Totango app under "Installed Apps" under the "Apps" admin tab.

Click on "Settings" - it's to the right of the "Add Action" button.

For "Authentication Method", select "service ID":

In the "Service ID" box, input your totango instance service id (it takes the form SP-XXXX-XX).

Check the "Active" button to activate the Totango application.

Click on Totango and activate the action titled "Post an event to Totango". Click on Totango to trigger a popup wherein you can calibrate the app settings menu.

Important: make certain the values are correct, otherwise the app will not properly connect.
Name - This is the ID of the Desk.com action item that references the Totango app. When you create a "Rule", this is the reference string you will select to action the installed Totango app.
Action Type - Select the pre-existing "Post an event to Totango"
Customer Username or Email - {{customer.email}
Unique customer account ID - {{company_object.custom_orgid}}
Account name (for Totango UI and reports) - leave blank
Activity - Action ticket created by customer
Module - Department receiving support ticket

Example Calibration:


Name:                        Post an event to Totango
Action Type:                 Post an event to Totango
Customer Username or Email:  {{customer.email}}
Unique customer account ID:  {{company_object.custom_orgid}}
Account name:                Aberdeen Fishing Company
Activity:                    Created a ticket
Module:                      Help Desk


Click "Save" when finished inputting setup information.

Step 3: Company Custom Field

In the "Cases" field, go to "Companies" and click on "Add Field". Input the following info:


Name           orgid
Key            orgid
Data Type      Text


When inputting new customers, you need to make certain that when you update orgid (in the company tab) and also input the company name (this attribute already exists in desk.com). Otherwise, the Totango app on desk.com won't notify your Totango instance.
 
Step 4: Setup Rule

In the Admin tab menu, select the "Cases" tab. Under "Case Management", click on "Rules" and select "Case Created" from child menu. Click on "Add Rule".

Type "Post event to Totango" into the rule name.

We will only use "Add "ALL" Condition" and "Rule Actions".


For "Add "ALL" Condition":

    Company orgid                   is not            ^$
    X - Use regular expression
    
    Customer Default Email          is not            ^$
    X - Use regular expression

For "Rule Actions", select "Trigger an App Action", then click on "Totango: Post an event to Totango"

Enable the Rule and click on "Update".

Congrats, you have now synced your desk support network with your Totango instance.

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