Callexa Feedback - Knowledge Base




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Using the Salesforce Desk.com Integration


1
Create your first survey

When you first login to your fresh Callexa account you are prompted to create your first survey. Just define an internal name (not visible to your customers), set the language and submit.

On the next page customize your survey's layout, text blocks and follow-up questions. You can change all those settings at any time in the future. Read the "Creation and Customization of a Survey" guide for more information.


2
Create API Keys

To connect your Desk.com account with Callexa it is necessary to create a so-called "API Application" in your Desk.com Admin Panel. In case you are still in the agent view of your Desk.com account, switch to the Admin view by opening the sidebar and selecting "Admin". Then follow the steps as outlined in the screenshot:

  1. Open the settings panel (cog icon top right)
  2. Navigate to API > My Applications
  3. Click "Add API Application"
  4. Name it "Callexa Feedback" and "https://feedback.callexa.com" for Website URL
  5. Leave the other fields empty and click "Add"

3
Copy the API Keys

A new entry will appear including 2 strings called "Key" and "Secret". You will need those in the next step.


4
Activate Desk.com integration

Back to Callexa. Click the "Integrations" tab of your survey, look for the Desk.com card and click "Activate". A dialog will appear asking for 3 values:

  1. Your Desk.com helpdesk domain
  2. The Key from Step 3
  3. The Secret from Step 3

Paste those values into the matching fields and hit "Continue". You will be redirected to a page asking you to grant Callexa Feedback access to your Desk.com account.

Note: Callexa will only read the ID and resolve date of a ticket, as well as the email address and full name of the assigned customer. We do not store or process any other content from your Desk.com account.


5
Further settings...

You are almost done. If activation was successful, you will be prompted to specify a send delay. The customer is added to the recipients queue shortly after an agent has set a ticket to resolved. You can either let Callexa survey your customer right away by setting a delay of 0 days or let it wait a few days.

It's also possible to enable the back sync capability. Incoming ratings and comments will then be attached to the ticket and customer entry as a note right in your Desk.com account.


6
What now? Am I done?

Actually yes. If the integration card is highlighted in green, from now on recipients will be added automatically and surveys are sent with the scheduled delay.

We recommend you to test drive your survey with an email address of your own. Check the "Manually adding Recipients" guide for instructions.

Otherwise, you are all done. Just follow your usual routine at Desk.com and wait for the first responses to come in.



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