Desk.com Source


Desk.com ended operations on March 13th 2020. This page is for historical reference purposes only.

Desk.com, previously known as Assistly, is a SaaS help desk and customer support product owned by Salesforce.com and accessible through the cloud.

Desk.com is specifically implemented to targets small businesses with its features and functions. This tool can help you combining your support data with website activity and product usage data, as well as analyzing it using your favorite business intelligence and SQL querying tools.

Getting Started

Permissions

You will need a Desk.com account with administrator privileges.

Add a new Desk.com source

  1. From your workspace’s sources page, click add source.
  2. Choose Desk.com.
  3. Choose a name for your Desk.com source to identify it within your workspace.

  4. Enter your connection credentials

  5. Add a warehouse or connect Intercom to an already existing warehouse in your workspace

Components

The Desk.com source is built with a sync component, which means we’ll make requests to their API on your behalf on a 3 hour interval to pull the latest data into Segment. In the initial sync, we’ll grab all the Desk.com objects (and their corresponding properties) according to the Collections Table below. The objects will be written into a separate schema, corresponding to the source instance’s schema name you designated upon creation (ie. desk_com.cases).

Our sync component uses an upsert API, so the data in your warehouse loaded via sync will reflect the latest state of the corresponding resource in Desk.com. For example, if priority goes from 2 to 4 between syncs, on its next sync that priority value will be 4.

The source syncs and warehouse syncs are independent processes. Source runs pull your data into the Segment Hub, and warehouse runs flush that data to your warehouse. Sources will sync with Segment every 3 hours. Depending on your Warehouses plan, we will push the Source data to your warehouse on the interval associated with your billing plan.

Collections

Collection Type Description
articles object Contains all available articles. For more info, check out the Desk.com docs
brands object Contains all brand objects. For more info, check out the Desk.com docs
cases object Contains all cases. For more info, check out the Desk.com docs
companies object Contains all available companies. For more info, check out the Desk.com docs
customers object For more info, check out the Desk.com docs
users object For more info, check out the Desk.com docs
feedbacks object Contains customer feedback objects. For more info, check out the Desk.com docs

Collection Properties

Articles

Property Name Description
subject The subject of the article
position The position of the article as displayed in the support center
quickcode Code used in the agent to quickly add article content to a case
keywords Keywords in the article
publish_at Date the article is to be published
created_at Date the article was created
updated_at Date the article was updated
body The content of the article (HTML formatted)
body_email Email specific content
body_email_auto True/false to use content from body
body_chat Chat specific content
body_chat_auto True/false to use content from body
body_web_callback Chat specific content
body_web_callback_auto True/false to use content from body
body_twitter Twitter specific content
body_twitter_auto True/false to use content from body
body_qna QNA specific content
body_qna_auto True/false to use content from body
body_phone Phone specific content
body_phone_auto True/false to use content from body
body_facebook Facebook specific content
body_facebook_auto True/false to use content from body
rating The percentage of people who found the article helpful
rating_count The number of ratings given to the article
rating_score The number of people who found the article helpful
public_url The publicly accessible URL for this article
in_support_center True/false to display the article in the support center
internal_notes Notes to the agent using the article
locale The ISO language code of the article
available_locales A list of ISO language codes corresponding to all available translations for the article

Brands

Property Name Description
name Name of the brand
created_at When the brand was created
updated_at When the brand was last updated

Cases

Property Name Description
id integer identifier for this object
external_id unique external identifier to reference this case to an external system
blurb Short summary of, or excerpt from, the case
subject Subject of the case
priority Number between 1 and 10, 1 being lowest priority
Description Description or background information
status Current state of the case, one of: new, open, pending, resolved, closed, deleted
type Channel of the case, one of: chat, twitter, email, qna, facebook, phone
labels Array of labels associated with this case
label_ids Array of label ids associated with this case
language The case’s ISO language code, which returns the site’s default language (or nil if not set) unless multi-lingual support is enabled
custom_fields Hash of values for custom fields
created_at When this record was created
updated_at When this record was last updated by any action
changed_at When this case was last updated by a user
active_at When this case was last active
received_at When the most recent message was received
locked_until When the lock on this case will expire
first_opened_at When this case was first opened
opened_at When this case was most recently opened
first_resolved_at When this case was first resolved
resolved_at When this case was most recently resolved
suppress_rules Set to true to disable rule processing when creating or updating this case
route_status Current routing status of the case. this field only appears when routing is enabled for the first time. there are four values: added when a case is first added to desk. this switches to available after a few seconds. available case is not in use and can be routed. assigned case is being presented to a specific user to accept. active a case is open and in edit mode. doesn’t necessarily have to have been routed

Companies

Property Name Description
name Name of the company
domains Array of top level domain names (ie. desk.com, british.co.uk). Pass an array of domains to replace the set of domains for the company. An empty array will clear all domains from the company
created_at When the company was created
updated_at When the company was last updated
custom_fields Hash of values for custom fields

Customers

Property Name Description
first_name Customer’s first name
last_name Customer’s last name
company Customer’s company
title Customer’s title
avatar Customer’s avatar URL - image sourced from Twitter, Facebook or Gravatar. See note on avatar_size param below
uid Customer’s Multipass SSO UID
external_id Unique external identifier to reference this customer to an external system
background Any background information for the customer
language Customer’s ISO language code, nil unless multi-lingual support is enabled
locked_until Time in which the lock on this customer will expire
created_at Time when customer was created
updated_at Time when customer was last updated at
emails Array of email objects, each specifying the contact type and value of the email address
phone_numbers Array of phone number objects, each specifying the contact type and value of the phone number
addresses Array of address objects, each specifying the contact type and value of the location
custom_fields Hash of values for custom fields
access_private_portal Whether or not customer can access private portal
access_company_cases Whether or not customer can access company cases

Users

Property Name Description
name Name of the user
public_name Public facing name of the user
email User’s email
email_verified Indicates if an email address has been verified
avatar User’s avatar URL - image sourced from Gravatar.
level User’s permission level
created_at When this record was created
updated_at When this record was last updated
current_login_at When this user most recently logged in
last_login_at When this user last logged in
available true when user is online with routing enabeld, false otherwise

Feedbacks

Property Name Description
rating Numeric rating left by customer
rating_type Rating type used to generate this feedback, either yes_no or four_star
additonal_feedback An optional additional feedback text field
created_at Date the feedback was created
updated_at Date the feedback was updated
user The user who created this feedback
case The case to which this feedback is assigned

Adding Destinations

Currently, Warehouses are the only supported destination for object-cloud sources.

This page was last modified: 16 Mar 2020

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