Desk.com

Customer support software

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Integrate Aha! With Desk.com

Desk.com is a help desk solution focused on today's changing support environment. An environment where customers are not only talking to you, but also about you. Route inquiries to the right agents and keep them all organized with intelligent tools that help you close cases in record time.

Aha desk.com link.4f2d95c7bfc72acba58b20790c59830a

Features

This integration allows your support team in Desk.com to take customer requests and convert them into new ideas or link them to existing ideas in Aha! As the idea makes its way through the roadmap, status changes are automatically highlighted in Desk.com — so it’s easy to see and communicate how the customer’s request is progressing through product development. Desk.com agents do not need an Aha! account to link to ideas in Aha! or to create new ideas, and it's free for all agents.

Ideas details case desk.com.71bcac85647991a825b27ff46240b823

Configuration

Configure the integration in Aha!

To configure this integration, you will need to be an Administrator in Aha! as well as a Desk.com administrator. You will also need to have an Aha! Ideas Portal already created to use with the integration.

To get started, go to "Settings » Account." Select "Integrations" and add the Desk.com integration. It is important to note that this is under "Account Settings," not "Product Settings." You will need Aha! Administrator access to see "Account Settings."

With the integration added to your account, you will need to perform the following steps in Aha!:

  1. Choose the ideas portal you will use for the integration.
  2. Select "Create ideas using customer name" if you want ideas to be created using the case submitter.
  3. Enter your Desk.com URL.
  4. Click "Authenticate" and enter your Desk.com login credentials (the user must be an administrator in Desk.com).
  5. Click "Add integration URL."
  6. This will create an integration URL within Desk.com for the Aha! integration

Next, you will need to log into Desk.com to finalize the configuration and go to "Admin » Cases » Integration URL." Open the Aha! integration URL and copy the shared key.

Back in Aha!, paste the shared key into the "Shared key" field in the integration setup and enable the integration.

Configure the integration in Desk.com

Lastly, add the integration into the Desk.com case layout

From the Desk.com admin dashboard:

  1. Navigate to "Cases," then in the left sidebar click "Cases » Next Gen Case Layouts."
  2. Click "Add case layout."
  3. Expand the integrations panel and drag the Aha! integration (canvas) into the desired position on the layout.
  4. Click to edit the Aha! integration (canvas) section and change the height to 350.
  5. Add the layout and make it the default.
  6. Test the integration by opening a case and adding an idea to Aha! though the integration.

As a reminder, once the app is authorized, it will be usable by any Desk.com agents without the need for an Aha! account for each agent.

It’s time to unlock the great product ideas that are stuck in your Desk.com account. Fire up this integration today.

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