Desk.com Integration

Desk.com is a popular customer service and help desk support software. Desk.com can trigger notifications for cases.

What does OpsGenie offer for Desk users?

By using OpsGenie Desk.com Integration, you can forward Desk alerts to OpsGenie. OpsGenie can determine the right people to notify based on on-call schedules, using email, text messages (SMS), phone calls and iOS & Android push notifications, and escalating alerts until the alert is acknowledged or closed. You can also forward OpsGenie add note to alert activity to Desk.com.


Functionality of the integration

  • When new case is created on Desk.com, an alert is created in OpsGenie automatically through the integration.
  • When the case on Desk.com closed or resolved, the alert is closed in OpsGenie.
  • When a note is added to the alert in OpsGenie, the note is also added to the case on Desk.com.

Add Desk.com integration in OpsGenie

  1. Please create an OpsGenie account if you haven't done already
  2. Go to OpsGenie Desk.com Integration page,
  3. Specify who should be notified for Desk.com alerts using the "Teams" field. Auto-complete suggestions will be provided as you type. 
  4. Copy the integration URL by clicking on the copy button or selecting. URL includes OpsGenie endpoint as well as the API key.
  5. Click on "Save Integration".

Configuration on Desk.com

  1. In Desk.com, go to Admin Panel
  2. In "Apps" tab, install "Custom Action"
  3. Enter action name "OpsGenie", Select "None" as authentication method
  4. Paste the Integration Url you copied when adding the integration
  5. Click Create
  6. After installing app, "Add Action"
  7. Set name as "Send to OpsGenie"
  8. Select "Post a JSON string to a URL" as "Action Type"
  9. Fill the "JSON to POST" field by referring to this file
  10. Click "Add Action"
  11. Go to Cases -> Rules -> Inbound Interaction
  12. Click "+ Add Rule"
  13. Enter a name and click "Add"
  14. Add a Rule Action with selecting "Trigger an App Action" and OpsGenie: Send to OpsGenie.
  15. Set "Enabled" as "Yes" and "Update"

You can configure an Outbound Interaction to update and close OpsGenie alerts on case changes.

 

Alert properties can be configured from Desk.com Integration / Advanced Settings page.

Configuring OpsGenie to Desk.com Integration (Optional)

To enable OpsGenie to send alert actions to Desk.com, you will need to configure both Desk.com and OpsGenie.

At Desk.com

Add an API Application

  • In Desk.com, go to Admin Panel->Settings
  • "Add API Application" named "OpsGenie"
  • Generated keys will be used by OpsGenie

At OpsGenie

Add the following information to your Desk.com integration in OpsGenie.

  • Go to OpsGenie Integration page and click on your Desk.com integration to modify.
  • Make sure "Send Actions to Desk.com" is checked.
  • Enter the subdomain for your Desk account.
  • Paste the "Key" of your "OpsGenie" API Application to "Consumer Key" field.
  • Paste the "Secret" of your "OpsGenie" API Application to "Consumer Key Secret" field.
  • Paste the "Token" of your "OpsGenie" API Application to "Access Token" field.
  • Paste the "Token Secret" of your "OpsGenie" API Application to "Access Token Secret" field.
  • Click "Save Integration".

OpsGenie will use these information to send Desk.com the API requests and keep your cases up-to-date. This configuration is optional; you can leave "Send Actions to Desk" unchecked and keep using Desk.com integration one-way.

Sample Payload

{
  "caseId": "2558",
  "caseSubject": "Fwd: test123",
  "caseDescription": "",
  "caseLabels": "",
  "caseStatusName": "New",
  "caseGroupName": "General",
  "caseChannel": "email",
  "casePriority": "4",
  "caseUserId": "",
  "caseUserName": "",
  "caseOpenedAt": "2015-01-29 15:45:47 UTC",
  "caseCreatedAt": "2015-01-29 15:42:47 UTC",
  "caseUpdatedAt": "2015-01-29 15:42:47 UTC",
  "customerId": "290081130",
  "customerName": "Tuba",
  "customerEmail": "tuba@gmail.com",
  "customerPhone": "12345",
  "customerCompany": "ifountain"
}

Sample alert