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).

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Example of the Document to Be Attached to the Form

  • A document or a spreadsheet 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


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