Integrating Desk.com with Team-One

Desk.com to Team-One

Salesforce Desk.com is a web-based, software-as-a-service (Saas) customer service, help desk and service desk application that supports both traditional 1-to-1 communication as well as real-time monitoring and response to social media platforms such as Facebook, Instagram and Twitter. Designed to provide a complete and easy-to-use solution out-of-the-box, Desk.com is also highly extensible as part of Salesforce's Service Cloud.

Team-One is the real-time communication, collaboration and task management platform that helps you communicate with colleagues, remote teams and clients from anywhere, anytime and any device, with seamless video conferencing, audio calling, screen sharing and real-time messaging.

You can easily and immediately connect Desk.com to Team-One by adding the following integration or others.


Send a direct message for Desk.com issues

Post a direct message to a Team-One user when an issue is created or updated in Desk.com.
Within the "Admin" section of Desk.com, navigate to the "Apps" tab and click the "Install" button under "Custom Action". Install a custom action choosing "None" as the authentication method and pasting the Team-One webhook URL as the "URL". Next click "Add Action" and select "Post a string to a URL". Enter 'Case #{{case.id}} - "{{case.subject}}" - updated - {{case.direct_url}}' as the "Message to Post". Save the action and make sure the action is set to "ON".

Finally, add a trigger for this action. Go to the "Case" tab and select "Rules" from the navigation menu. Click "Add Rule" and select the channels you'd like to trigger the Team-One direct message. Click "Add Action" and select "Trigger an App Action". Choose your newly created action. Configure the trigger's filter criteria as desired, then enable and save the rule.