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.
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.
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!:
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.
Lastly, add the integration into the Desk.com case layout
From the Desk.com admin dashboard:
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.