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

FieldExample
namemycrm
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_urlhttps://talkdeskapp.s3.amazonaws.com/assets/integrations/mycrm.png
icon_urlhttps://talkdeskapp.s3.amazonaws.com/assets/integrations/mycrm_icon.png
authentication_typecustom
authentication_configurationaccount

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_endpointhttps://mycrm.example.org/auth_validation
contact_synchronization_endpointhttps://mycrm.example.org/contact_sync
interaction_retrieval_endpointhttps://mycrm.example.org/interaction_update
agent_synchronization_endpointhttps://mycrm.example.org/agent_sync
interaction_typesticket,case

Action Details (One Table per Each Action)

FieldExample
providerZendesk
namecreate_ticket
displaycreate_ticket
descriptioncreate a new ticket in Zendesk
endpointhttps://td-zendesk.herokuapp.com/actions/create_ticket
inputskey: 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