Adding Call Scripts to Desk.com

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Besides being a well designed, elegant, simple-to-use help desk system that is easy to learn and configure, Desk.com is also great for Call Center use – both inbound and outbound – and is a natural platform for launching Interactive Agent Scripts created with Zingtree.

Using Agent Scripts in Desk.com

Within Desk.com you can load a script from any Case using the Integration Links at the top of the page.

This loads your custom Zingtree Agent Script in a new browser tab.

Cool feature: One of the best things about using Zingtree with Desk.com is that the last viewed page and the history of the interactions with the script are saved with each ticket.  So if a customer calls back, or a call is transferred to another agent, the script will be in the same place as it was left previously.

Please note: This is only available in the Next Gen interface in Desk.com.

How to Set Up Zingtree Call Scripts in Desk.com

You will need to create a custom Integration URL within Desk.com as follows:

  1. Create a tree in Zingtree, and note the nine digit Tree ID. (You can use 628045351 as a demo.)
  2. Log into desk.com, or create a free account if you haven’t yet done so.
  3. Go to the Admin dashboard.
  4. Click Cases, Integration URLs.
  5. Enter “Zingtree” as the Name, and select New Browser Window as the Open Location.
  6. Add a URL like this, substituting the Tree ID into both places with #########:
    https://zingtree.com/host.php?style=panels&tree_id=#########&session_id=#########-{{case.id}}&agent_mode=1&show_history=1&source={{case.active_user.name}}

  7. Make sure Enabled is active.
  8. Click Add.


Advanced Uses

Displaying Session History in Case Details

You can use a Standard iFrame Integration URL to show the Q&A History from your script next to the ticket, like this:

You will need to create an iFrame Integration URL. Use this URL (substituting ######### with your Tree ID):

https://zingtree.com/api/get-qa-data.php?nototal=1&session_id=#########-{{case.id}}

This article explains how to set up an iFrame Integration URL.


Inserting Desk.com Fields into Scripts

You can include fields from the Desk.com case into your Zingtree scripts using Merge Variables.  These are added to the Integration URL.

For example, to add the customer’s first name and company, add these parameters to the URL:

&variables=NAME|COMPANY&values={{customer.first_name}}|{{customer.company}}

In your Zingtree scripts, enter #NAME# and #COMPANY# wherever you want the name and company to appear.


Advanced Display Options

When using the Publish tool in Zingtree, go to the Advanced Hosting Options under Have Zingtree Host your Tree. You can experiment with adding different styles and button options to the URL you will use with Desk.com.

IMPORTANT: Be sure to include these options at the end of the URL:

&session_id=#########-{{case.id}}&agent_mode=1&show_history=1&source={{case.active_user.name}}


Automatically Choosing a Script from a Custom Field

You can  make different scripts appear based upon the value of a custom field. The key is to match a Zingtree tree tag with the custom field value. Here’s how to do it:

  1. In Zingtree, tag your trees with the value of the custom field to match.  This article has more on tagging.
  2. Use an integration URL like this:
    http://zingtree.com/host-trees.php?jump=1&key=APIKEY&type=treetag-any&agent_mode=1&show_history=1&search={{case.custom_FIELDNAME}}&source={{case.active_user.name}}&session_id=DESK-SUBDOMAIN-{{case.id}}
  3. Substitute APIKEY with your API Key. (You can find it here.)
  4. Substitute FIELDNAME with the name of your custom field.
  5. Substitute SUBDOMAIN with your Desk.com subdomain.  For example, if you use mysupport.desk.com, use “mysupport” as the subdomain.

 

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