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2 // A Guide to the Talkdesk and Desk.com Integration // table of contents // 01 // Overview & Advantages of the Talkdesk and Desk.com Integration // // 6 Ways to Use the Talkdesk Desk.com Integration // 07 // Readily Available Caller Profile Information // 09 // Know the Entire History of the Caller // 10 // Two-way Synchronization // 11 // Update Desk.com Data Without Leaving Talkdesk // 12 // Call Desk.com Contacts Directly From Talkdesk // 14 // Search for and Open Desk.com Contacts From Talkdesk // // Activate the Integration // 17 // Get Your Desk.com API Credentials // 18 // Activate the Desk.com Integration in Talkdesk // // Setup Automated Tasks // // Call Directly from Desk.com // 28 // 2

3 // Introduction // Welcome to Talkdesk! // talkdesk was built with the agent in mind. We made sure that everything you should know about each customer pops up on your computer screen, when they call. Talkdesk makes it easy for you to answer, make calls, edit customer information and write notes about your calls. This manual will help with the Talkdesk and Desk.com integration and provide more information about the functionality. We really hope Talkdesk makes your job easier and that you love it as much as we do! // 3

4 // A Guide to the Talkdesk and Desk.com Integration Overview & Advantages of the Talkdesk and Desk.com Integration 1 // 4

5 // Overview & Advantages of the Talkdesk and Desk.com Integration // Talkdesk brings all the benefits of an enterprise-level call center to your business. // it s entirely web-based and it works beautifully alongside desk.com. With Talkdesk, members of your team can answer and route customer phone calls directly from their browser. Customer history is pulled up automatically so your agents can be helpful right away and they can customize your caller s experience. This integration enables you to keep talkdesk and desk.com in sync with regard to customer profile and conversation activity. If you modify a customer profile in Talkdesk, you can have it automatically updated in Desk.com. In addition, if the customer leaves a voic , it can be available in both places for a quick response by your agents. // 5

6 // Overview & Advantages of the Talkdesk and Desk.com Integration Here are some of the main advantages of this integration: // s, cases, chats and phone interactions from all integrated systems will be displayed in the Talkdesk interface as the phone rings. // When agents update customer profile information and cases in Desk.com, Talkdesk will automatically be updated as well (and vice versa). // Create and update cases in Desk.com directly from the Talkdesk interface. // Automate tasks to streamline the support process. // One minute, simple setup. // Simple to use - minimal ramp-up time. The Talkdesk and Desk.com integration will streamline your support process, enhance agent knowledge about your customers and increase customer satisfaction. // 6

7 // A Guide to the Talkdesk and Desk.com Integration 6 Ways to Use the Talkdesk and Desk.com Integration 2 // 7

8 // 6 Ways to Use the Talkdesk and Desk.com Integration Here are six of the most powerful functions of the Talkdesk Desk.com integration: // Readily available caller profile information // Know the entire history of the caller // Two-way synchronization // Update Desk.com data without leaving Talkdesk // Call Desk.com contacts directly from Talkdesk // Search for and open Desk.com contacts from Talkdesk // 8

9 // Readily Available Caller Profile Information 2.1 // Readily Available Caller Profile Information Talkdesk retrieves all of the customer information from Desk.com (name, company, job title, phone number, , address, website, etc.). As the phone rings, comprehensive information about the caller is displayed. // 9

10 // Know the Entire History of the Caller 2.2 // Know the Entire History of the Caller Talkdesk also retrieves the caller s previous interactions (tasks, cases, notes, etc.) with your company from Desk.com. Talkdesk shows the entire history of the caller in their activity tab. // 10

11 // Two-way Synchronization 2.3 // Two-way Synchronization Talkdesk automatically synchronizes information from call logs, recordings and notes into the contact s profile in Desk.com. With this seamless synchronization, agents will always be informed with accurate information. // 11

12 // Update Desk.com Data Without Leaving Talkdesk 2.4 // Update Desk.com Data Without Leaving Talkdesk Agents can manually create and update contacts, notes, and cases in Desk.com, without leaving the Talkdesk interface. Save your agents time and increase efficiency by eliminating the need to update information in multiple systems. // Update profile information You can either create or update contacts in Desk.com by selecting the relevant action in desk.com actions board. This information will be automatically added to Desk.com as well as Talkdesk. // 12

13 // Update Desk.com Data Without Leaving Talkdesk // Create cases Send data to your Desk.com account with one click. You can create a new case or phone case in Desk.com directly from the Talkdesk interface. We pre-fill information for improved productivity. // 13

14 // Call Desk.com Contacts Directly From Talkdesk 2.5 // Call Desk.com Contacts Directly From Talkdesk Agents can call Desk.com contacts directly from Talkdesk with the click of a button, and identify existing ones when they call. You can also view comprehensive information about the caller as the phone rings. // Identify the phone number that was called. // Mute the call, place the call on hold or transfer the call to another agent. // Log a case or note and send information to Desk.com without leaving Talkdesk. // 14

15 // Search for and Open Desk.com Contacts From Talkdesk 2.6 // Search for and Open Desk.com Contacts From Talkdesk // Search for Desk.com contacts In Talkdesk, click on the contacts tab. Select desk.com from the dropdown list in the search bar (this step is helpful, but not necessary). Select the search criteria phone, company ) from the dropdown list. Click search. (i.e. name, , // 15

16 // Search for and Open Desk.com Contacts From Talkdesk // Open Desk.com contacts from Talkdesk Click on the name of the contact that you would like to view. Click on the profile tab to view the contact s name, , phone number, etc. Click on the activity tab to view recent voic s, activities, live chat transcripts, notes, etc. // 16

17 // A Guide to the Talkdesk and Desk.com Integration Activate the Integration 3 // 17

18 // Get Your Desk.com API Credentials Desk.com integration setup is quick and easy. No programming is required, just enter your Desk.com account information and the integration process is complete. Follow these steps to activate the integration: 3.1 // Get your Desk.com API Credentials To complete this step you need the credentials from a new Desk.com API Application. // 18

19 // Get Your Desk.com API Credentials // Log into your Desk.com. // Navigate to admin > settings > api in your Desk.com account. // Click add api application. // Fill in the information according to the image above. // Get the key and secret values from the API screen. // Click on your access token to get the token and token secret. // 19

20 // Activate Desk.com Integration in Talkdesk 3.2 // Activate Desk.com Integration in Talkdesk // Log into your Talkdesk account as an Administrator. // Click on the admin tab at the top of the page. // Select the integrations tab and click on the Desk.com connect button. // Fill out the form with your Desk.com credentials. // 20

21 // Activate Desk.com Integration in Talkdesk You will need to enter your Desk.com subdomain and the authentication credentials you got from the previous step. Then, select the appropriate boxes to synchronize contacts, interactions and conversation history. Once you have completed these steps click save and that s it! The Talkdesk and Desk.com integration is now complete! Information will be automatically synchronized between Talkdesk and Desk.com. // 21

22 // A Guide to the Talkdesk and Desk.com Integration Setup Automated Tasks 4 // 22

23 // Setup Automated Tasks With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum: // When a call goes to voic , create a new case with the recording in Desk.com // When a call is missed, create a new case in Desk.com // When a call ends, update a case with the recording in Desk.com // When a new contact calls, create a new customer in Desk.com // When a contact is updated in Talkdesk, update the customer in Desk.com Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers. // 23

24 // Setup Automated Tasks To configure an automated task, please follow these steps: // Log into your Talkdesk account as an Administrator. // Click the Admin tab. // Click on Integrations and click the Desk.com settings button. // Click on add new automated task. // Customize the automated task according to your needs. // Click on save. // 24

25 // Setup Automated Tasks example: Follow these steps to set up an automated task for voic s in Talkdesk. When a call goes to Voic , Talkdesk will create a new phone case in Desk.com. Select the trigger as when a voic is left in Talkdesk then create a phone case in Desk.com. Talkdesk will automatically send a phone case to Desk.com each time Talkdesk receives a voic . // 25

26 // Setup Automated Tasks You can customize the case template to be sent to Desk.com by dragging the relevant fields into the text boxes, such as: // Subject: New voic // Body: From: {{contact_phone_number}} (drag the caller s number trigger field) Voic left: {{recording_url}} (drag the recording url trigger field) // 26

27 // Setup Automated Tasks // Direction: Inbound // Label: Talkdesk // Status: New Once finished, click save to activate the automated task. You can disable this trigger by turning it off anytime. // 27

28 // A Guide to the Talkdesk and Desk.com Integration Call Directly From Desk.com 5 // 28

29 // Call Directly From Desk.com With the Google Chrome Extension, your agents can use Talkdesk to call customers directly from their favorite Helpdesk, CRM, sales software or any other website. All they need to do is click on the phone number and Talkdesk will take care of the rest. The Talkdesk click-to-call feature gives your agents all of the functionality of Talkdesk (i.e. IVR, waiting queues, advanced routing, voic s, etc.) directly from the interface of your favorite software. Once you install the Talkdesk Google Chrome Extension, it will intelligently scan your current systems and add a link to each phone number. Once your agent clicks the link, the call will be made using Talkdesk. It s as simple as that. All calls will be made and received through your browser and none of your information will be exchanged with Talkdesk or third-party servers. // 29

30 // Call Directly From Desk.com // How to Install // Install the extension from: adjgicoimjhccdcjgepkmigomegpjplg?authuser=2 // Log into your Talkdesk account. // Navigate to Desk.com and start calling. Call using Talkdesk Click-to-call functionality from SaaS products and your favorite websites will allow your agents to stay busy speaking with customers, rather than searching for their phone numbers. Save your agents time and frustration and allow them to focus on what really matters. // 30

31 // A Guide to the Talkdesk and Desk.com Integration Thanks and we hope you love using Talkdesk as much as we do! Talkdesk is as powerful as enterprise call center software with the simplicity and price of a business phone. Feel free to contact us at support@talkdesk.com if you have any issues, suggestions or just want to say hi! Share This Guide // 31

32 // A Guide to the Talkdesk and Desk.com Integration // 32