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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 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 

Note: Recently created cases can be updated by adding a note, i.e. 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.

Set up Automated Tasks

To configure an automated task, please follow these steps:

Desk_com_automating_tasks_a.png

Login to your Talkdesk account as an Administrator.

  1. Click the Admin section [1].
  2. Click the Integrations tab [2] and then the Desk.com 'Settings' button.
  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.

Desk_dot_com_automating_tasks_A.png

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:

Desk_dot_com_automating_tasks_B.png

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: Choose a label from the list, e.g Talkdesk (Labels are configured in Desk.com by going to Admin > Cases > Labels) [10]

Status: New [11]

Once done, click 'Save' to activate the automated task. [12]

You can disable and re-enable this automated task at any time by switching the toggle to 'OFF' / 'ON' [13].

If you have any questions or would like any assistance, do not hesitate to contact us at [email protected].

 

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