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Use Flowdock with Desk.com

Desk.com is a web-based customer support platform. By integrating it with CA Flowdock, your support team will be able to quickly discuss and escalate issues. Push updates to your CA Flowdock flow by following these steps:

  1. Make sure that you're logged in to CA Flowdock.
  2. Go to your desk.com admin page and click on the apps link in the page header menu.
  3. From the list of apps, find Flowdock and click on "Install".
  4. Click the "Install Flowdock" button.
  5. Accept the Terms of Service.
  6. Pick a name (for example the flow's name).
  7. Make sure the Authentication method is set to "Flow-specific API key"
  8. Copy your API token of the flow you wish to integrate Desk.com with from below.

  9. Next, configure the actions you want to get updates about.

    For example, if you want to get updates every time a case changes, you can use the following settings:

    • Set the Action Type to "Post to team inbox".
    • Subject is the subject line that you will see in your team inbox. Use templating for case-specific content. For example, to set it to the case subject, you can use {{case.subject}}. All available templating options can be found at https://support.desk.com/customer/portal/articles/2916.
    • Tags are the CA Flowdock tags that you can optionally set to make it easier to find posts later on.
    • The Case Link is probably best kept as the default value of {{case.direct_url}}. This is the destination URL that the inbox item will link to.
    • Set the From Email and Name to whatever you like. Note: the From Email field cannot be empty, so we recommend using something like this for the From Email field:
      {% if case.customer.email != null %} {{ case.customer.email }} {% else %} noreply@desk.com {% endif %}
      For the Name field, {{case.customer.name}} is probably a good choice.
    • For Message to Send, you can use all of the templating tags found here: https://support.desk.com/customer/portal/articles/2916.
  10. Now that you have set up some actions, you still have to modify your business rules to configure which rules trigger your actions. This can be done by going to Cases > Rules in the admin panel and by either editing an existing rule to trigger the CA Flowdock action or by creating a new rule to trigger the action. The action can be set to trigger on the edit rule overlay by clicking "Add Action", selecting "Trigger an App Action" and selecting the appropriate CA Flowdock Action you defined earlier from the dropdown menu.

    As an example, to send messages for new tickets, you can use these settings:

    • Create a new rule with any name and check all the interaction types.
    • Click "Add".
    • Add an "All" condition for Case Status - is - New.
    • Set the rule actions to "Trigger App Action" - "Flowdock: {{desired app action}}".
    • Click Update.

If you run into any problems, visit our community page for support.

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