Integratingwith Desk.com

These days it’s more important than ever to be a customer­-centric­company.­The­benefits­of­connecting­your systems so everyone at your company can share information­and­collaborate­to­help­customers­are­obvious.­But­if­you’re­a­small­business­with­limited­resources,­how­can­you­do­it?­

Turns­out­it’s­easy.­One­of­the­benefits­of­cloud­-based­solutions­is­that­they’re­easy­to­integrate­so­you­can­adapt­and­scale­your­business.­Desk.com­offers­a­variety­of­integration­possibilities­ranging­from­deep,­two­-way­solutions­to­“picture-­in-picture”­types.­Read­on­to­learn­how­easy­it­is­to­connect­support­to­the­rest­of­your­company,­and­how­integrating­with­Desk.com­can­help­your­business­grow.

It’s easier than you think

When­you­share­customer­information­across­your­company­-­securely,­of­course­-­everybody­wins.­Desk.com­makes­it­easy­to­share­data­so­you­can­collaborate­more­effectively­and­make­every­customer­experience­exceptional.­Here­are­just­a­few­of­the­departments­and­apps­you­can­connect­with­Desk.com:

Connecting departments

Marketing

Operations

Sales

Product/Engineering

There­are­four­main­ways­you­can­integrate­Desk.com­with­other­systems.­They­offer­different­levels­of­information­-sharing­and­complexity­—­but­the­same­ease­of­use.

Information­is­shared­one-way­from­Desk.com­into­another­system,­or­from­another­system­into­Desk.com.

Information­from­another­app­is­displayed­as­a­“pop­up”­within­Desk.com.

Information­is­shared­in­both­directions­between­Desk.com­and other apps.

Another­app­is­displayed­within­the­Desk.com­user­interface­so­­your­agents­can­work­with­both­at the same time.

A variety of options

One-directional

Side-by-side

Bi-directional

App-within-app

In­one­-directional­integration,­information­is­shared­one­-way­from­one­system­into­another.­This­type­of­integration­is­used­when­you­just­need­to­see­the­data­from­one­system­in­another,­but­you­don’t­need­to­update­it.­For­example,­it­might­be­helpful­for­your­support­agents­to­see­customer­orders­and­shipping­status,­but­they­don’t­necessarily­need­to­change­that­information.

How to do it:In­most­instances,­to­send­information­to­Desk.com,­you­use­the­admin­panel­of­a­partner­like­AppBot.­To­send­information­from­Desk.com­to­partners­like­Slack,­use­the­Desk.com­admin­panel.­You­can­also­create­custom­integrations­using­our­open­APIs.­For­more­information,­check­out­the­documentation­at­dev.desk.com.

Example apps:­ •­Analytics­(get­insights­about­all­of­your­business­in­one­place)­ •­Chat­and­collaboration­(record­conversations­and­attach­to­cases)­ •­E-commerce­(view­e­-commerce­information­while­working­cases)­ •­Marketing­surveys­(capture­customer­feedback­and­create­cases)

One-directional integration

Just­as­it­sounds,­bi­-directional­integration­let­you­share­information­in­both­directions.­If­you­update­information­in­one­system,­the­change­is­automatically­reflected­in­the­other.­These­types­of­integrations­are­good­when­you­need­the­same­data­(like­customer­contact­information)­in­multiple­systems.­Desk.com­offers­bi­-directional­integration­with­Salesforce­so­your­sales­and­service­teams­can­both­stay­up-­to-­date­on­customers.

How to do it:It’s­as­simple­as­going­into­the­Desk.com­admin­panel­to­add­integration­with­SalesforceIQ­or­using­Desk­Connect­to­integrate­with­Salesforce.­Or­you­can­use­an­existing­partner­(like­Bedrock­Data)­and­connect­from­within­their­admin­panel.­You­can­also­create­a­custom­integration­using­our­open­APIs.­For­more­information,­check­out­the­documentation­at­dev.desk.com.

Example apps:­ •­Sales­Cloud­and­SalesforceIQ­(sales­and­service­can­see­every­customer­­ ­ ­ ­­­­ ­­interaction,­case,­and­opportunity)­ •­Other­apps­like­HubSpot­and­Marketo­(share­customer­information­between­­ ­ ­­­­ ­­marketing­and­support)

Bi-directional integration

This­type­of­integration­lets­you­open­another­app­from­within­Desk.com­to­quickly­access­relevant­information.­It’s­good­when­you­need­to­make­it­easy­for­agents­to­quickly­access­information­from­a­back-­end­system­with­a­specific­URL.­For­example,­you­might­want­to­quickly­access­customer­data­via­a­search­of­an­e -commerce system.

How to do it:You­can­easily­create­an­integration­URL­within­the­admin­panel.­Once­created,­it­will­display­immediately­within­every­Desk.com­case.

Example apps:­ •­Billing­systems­(viewing­a­customer’s­billing­history)­ •­e-commerce­systems­(viewing­a­customer’s­order­history)­ •­ERP­(checking­available­inventory)

Side-by-side

This­type­of­integration­is­unique­to­Desk.com.­It­lets­you­display­information­from­another­app­within­the­Desk.com­user­interface­so­your­agents­can­work­with­both­at­the­same­time.­It’s­good­when­you­need­to­let­agents­work­more­efficiently­with­two­apps,­but­the­apps­don’t­have­to­talk­to­each­other.­Online­retailers­might­use­this­type­of­integration­to­let­agents­see­a­customer’s­shopping­cart­within­Desk.com,­for­example.

How to do it:It’s­as­simple­as­setting­up­an­integration­URL­(like­the­side­-by-­side­integration),­but­instead­of­linking­to­a­website,­you­display­the­content­within­Desk.com.

Example apps:­ •­Google­Maps­(visually­displaying­the­customer’s­address­­­­ ­­within­the­case)­ •­e-­commerce­systems­(visually­displaying­the­customer’s­­ ­­ ­­order­history­and­allowing­more­advanced­functionality,­­­­ ­­such­as­resetting­the­customer’s­password­from­within­­ ­­ ­­Desk.com)

App-within-app

Visit the Desk.com App Hub www.desk.com/apps to see more ways to extend and scale your service.

Or, try Desk.com now for free and see how fast, awesome customer service can help your business grow.

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