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Automating Tasks in your Desk.com Talkdesk Integration

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With automated tasks, your agents can stay busy handling calls without having to go back and forth updating two systems with redundant information.

You can create the following rules (and more) to keep agent busy work to a minimum:

  • When a call goes to voicemail, create a new case with the recording in Desk.com
  • When a call is missed, create a new case in Desk.com
  • When a call ends, update a case with the recording in Desk.com 

Note: Recently created cases can be updated by adding a note ie. When an inbound/outbound call ends add a note to the same case with the recording URL).

  • When a new contact calls, create a new customer in Desk.com
  • When a contact is updated in Talkdesk, update the customer in Desk.com

These automated tasks will help to streamline the support process and enhance the quality of service your team provides to customers.

Setup Automated Tasks

To configure an automated task, please follow these steps:

Login to your Talkdesk account as an Administrator.

  1. Click the Admin section [1].
  2. Click the Integrations tab and then the Desk.com 'Settings' button [2].
  3. Click on "Add your first automated task for Desk.com" [3] if this is your first task or "Add New Automated Task".
  4. Customize the automated task according to your needs:

Example:

Let’s take an example. Follow these steps to set up an automated task for voicemails in Talkdesk:

  • When a call goes to Voicemail, Talkdesk will create a new phone case in Desk.com.

Select the trigger as “when a voicemail is left” in Talkdesk [4] then “create a phone case” in Desk.com [5]. Talkdesk will then automatically send a phone case to Desk.com whenever a voicemail is left in Talkdesk.

You can customize the case template to be sent to Desk.com by dragging the relevant fields into the text boxes, such as:

Subject: New voicemail [6]

Body:

 From: {{contact_phone_number}} (drag the “Caller’s number” trigger field into the Body) [7]

 Voicemail left: {{recording_url}} (drag the “Recording URL” trigger field into the Body) [8]

Direction: Inbound [9]

Label: Talkdesk [10]

Status: New [11]

Once done, click 'Save' to activate the automated task. You can disable this trigger by turning it off anytime. [12]

 

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