Desk.com Source

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.

This is an Object Cloud Source which can export data from its third party tool and import it directly into your Segment warehouse.

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

CollectionTypeDescription
articlesobjectContains all available articles. For more info, check out the Desk.com docs
brandsobjectContains all brand objects. For more info, check out the Desk.com docs
casesobjectContains all cases. For more info, check out the Desk.com docs
companiesobjectContains all available companies. For more info, check out the Desk.com docs
customersobjectFor more info, check out the Desk.com docs
usersobjectFor more info, check out the Desk.com docs
feedbacksobjectContains customer feedback objects. For more info, check out the Desk.com docs

Collection Properties

Articles

Property NameDescription
subjectThe subject of the article
positionThe position of the article as displayed in the support center
quickcodeCode used in the agent to quickly add article content to a case
keywordsKeywords in the article
publish_atDate the article is to be published
created_atDate the article was created
updated_atDate the article was updated
bodyThe content of the article (HTML formatted)
body_emailEmail specific content
body_email_autoTrue/false to use content from body
body_chatChat specific content
body_chat_autoTrue/false to use content from body
body_web_callbackChat specific content
body_web_callback_autoTrue/false to use content from body
body_twitterTwitter specific content
body_twitter_autoTrue/false to use content from body
body_qnaQNA specific content
body_qna_autoTrue/false to use content from body
body_phonePhone specific content
body_phone_autoTrue/false to use content from body
body_facebookFacebook specific content
body_facebook_autoTrue/false to use content from body
ratingThe percentage of people who found the article helpful
rating_countThe number of ratings given to the article
rating_scoreThe number of people who found the article helpful
public_urlThe publicly accessible URL for this article
in_support_centerTrue/false to display the article in the support center
internal_notesNotes to the agent using the article
localeThe ISO language code of the article
available_localesA list of ISO language codes corresponding to all available translations for the article

Brands

Property NameDescription
nameName of the brand
created_atWhen the brand was created
updated_atWhen the brand was last updated

Cases

Property NameDescription
idinteger identifier for this object
external_idunique external identifier to reference this case to an external system
blurbShort summary of, or excerpt from, the case
subjectSubject of the case
priorityNumber between 1 and 10, 1 being lowest priority
DescriptionDescription or background information
statusCurrent state of the case, one of: new, open, pending, resolved, closed, deleted
typeChannel of the case, one of: chat, twitter, email, qna, facebook, phone
labelsArray of labels associated with this case
label_idsArray of label ids associated with this case
languageThe case’s ISO language code, which returns the site’s default language (or nil if not set) unless multi-lingual support is enabled
custom_fieldsHash of values for custom fields
created_atWhen this record was created
updated_atWhen this record was last updated by any action
changed_atWhen this case was last updated by a user
active_atWhen this case was last active
received_atWhen the most recent message was received
locked_untilWhen the lock on this case will expire
first_opened_atWhen this case was first opened
opened_atWhen this case was most recently opened
first_resolved_atWhen this case was first resolved
resolved_atWhen this case was most recently resolved
suppress_rulesSet to true to disable rule processing when creating or updating this case
route_statusCurrent 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 NameDescription
nameName of the company
domainsArray 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_atWhen the company was created
updated_atWhen the company was last updated
custom_fieldsHash of values for custom fields

Customers

Property NameDescription
first_nameCustomer’s first name
last_nameCustomer’s last name
companyCustomer’s company
titleCustomer’s title
avatarCustomer’s avatar URL - image sourced from Twitter, Facebook or Gravatar. See note on avatar_size param below
uidCustomer’s Multipass SSO UID
external_idUnique external identifier to reference this customer to an external system
backgroundAny background information for the customer
languageCustomer’s ISO language code, nil unless multi-lingual support is enabled
locked_untilTime in which the lock on this customer will expire
created_atTime when customer was created
updated_atTime when customer was last updated at
emailsArray of email objects, each specifying the contact type and value of the email address
phone_numbersArray of phone number objects, each specifying the contact type and value of the phone number
addressesArray of address objects, each specifying the contact type and value of the location
custom_fieldsHash of values for custom fields
access_private_portalWhether or not customer can access private portal
access_company_casesWhether or not customer can access company cases

Users

Property NameDescription
nameName of the user
public_namePublic facing name of the user
emailUser’s email
email_verifiedIndicates if an email address has been verified
avatarUser’s avatar URL - image sourced from Gravatar.
levelUser’s permission level
created_atWhen this record was created
updated_atWhen this record was last updated
current_login_atWhen this user most recently logged in
last_login_atWhen this user last logged in
availabletrue when user is online with routing enabeld, false otherwise

Feedbacks

Property NameDescription
ratingNumeric rating left by customer
rating_typeRating type used to generate this feedback, either yes_no or four_star
additonal_feedbackAn optional additional feedback text field
created_atDate the feedback was created
updated_atDate the feedback was updated
userThe user who created this feedback
caseThe case to which this feedback is assigned

Adding Destinations

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


If you have any questions, or see anywhere we can improve our documentation, please let us know!