Custom Integration
Talkdesk® has a generic external interface that provides you with the ability to integrate external systems, so they can interact with each other by synchronizing data and executing actions.
Talkdesk uses the same interface to all external customers. Since each customer might have a different system, this documentation shows how to set up the system (or a bridge that will translate Talkdesk contracts to your system) to connect and integrate with Talkdesk.
Submitting a New Custom Integration
1 - Read and analyze the following sections.
2 - Adapt the external system according to the Implementing sections.
3 - Prepare a document with the requested information on the Configuring a Talkdesk Integration section.
4 - Create a ticket via this form, choosing the Technical and Product Support option and Integrations product area, with the subject Activate Custom Integration. After filling the form fields, attach the document you prepared on step 3 by clicking the add file or drop files here button (located at the end of the form).
Example of the Document to Be Attached to the Form
- A document must be created with tables similar to the ones presented below.
- The column on the right must be adapted to feature the details of the integration.
Integration Details
| Field | Example |
|---|---|
| name | mycrm |
| description | - Centralizing all the customer conversations so nothing gets ignored and everything is searchable from one place. - Easily organizing, prioritizing and engaging with others on support requests. |
| logo_url | https://talkdeskapp.s3.amazonaws.com/assets/integrations/mycrm.png |
| icon_url | https://talkdeskapp.s3.amazonaws.com/assets/integrations/mycrm_icon.png |
| authentication_type | custom |
| authentication_configuration | account field_name: account display: Account Mandatory: true type: input store: true help: Find under Settings > Account format: https://{{account}}.example.org token field_name: token display: API Token Mandatory: true type: input store: true help: Find under Settings > Channels |
| auth_validation_endpoint | https://mycrm.example.org/auth_validation |
| contact_synchronization_endpoint | https://mycrm.example.org/contact_sync |
| interaction_retrieval_endpoint | https://mycrm.example.org/interaction_update |
| agent_synchronization_endpoint | https://mycrm.example.org/agent_sync |
| interaction_types | ticket,case |
Action Details (One Table per Each Action)
| Field | Example |
|---|---|
| provider | Zendesk |
| name | create_ticket |
| display | create_ticket |
| description | create a new ticket in Zendesk |
| endpoint | https://td-zendesk.herokuapp.com/actions/create_ticket |
| inputs | key: description name: description type: text format: a default description mandatory: false |
| key: firstName name: First Name type: text format: {{contact.first_name}} mandatory: true | |
| key: state name: state type: select format: AL,AK,AZ,AR,CA,CO,CT,DE,FL mandatory: true | |
| key: meetingDate name: Meeting Date & Time type: datetime format: YYYY-MM-DDTHH:mm:ssZ mandatory: false |
Troubleshooting
If you have questions or technical issues, please open a ticket using this form.
Updated about 1 year ago