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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 and avoid manually updating two systems. You can create the following rules (and more) to keep your agents 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 starts, create a case in Desk.com
  • When a call ends, update a case with the recording in Desk.com 

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

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  • Log in to your Talkdesk account as an administrator.
  • Navigate to Admin [1] > Integrations [2].
  • Click on Desk.com [3].

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  • Click Add New Automated Task or Add your first automated task for Desk.com [4] if you don’t have any yet. This will take you to the automation configuration page.
  • Customize the automated task according to your needs.
  • Once finished, click Save at the bottom of the page. 

 

Example: Creating a case from a voicemail

Let’s take the example of creating a phone case in Desk.com when a new voicemail is received in Talkdesk.

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In section 1, Choose a Talkdesk event and an action”, use the dropdown menus to configure a statement like “When a voicemail is left [5] in Talkdesk then create a phone case[6] in Desk.com”. 

If desired, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met. 

See our full documentation on Automated Tasks Filters for more information. 

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In section 3, “Define action”, you can customize the details Talkdesk sends to Desk.com by dragging the relevant fields into the text boxes. For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the Subject [7], and Direction [8] fields are required for this automation.

Once the configuration is complete, click Save at the bottom of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF / ON.

 

If you have any questions or would like any assistance, do not hesitate to contact us at support@talkdesk.com.

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