Desk

How it works

Delighted’s Desk integration will automatically create tickets in Desk once a survey response is received. You can configure the rules for creating the ticket, ensuring we only create those tickets based on the parameters you set (ex. only for "Agree" if CES, Detractors for NPS, etc).

All tickets created by Delighted will be automatically addressed to the survey respondent – helping to streamline your closed loop processes.

Note: Desk is being transitioned to Service Cloud. Delighted does not currently offer an integration for Service Cloud. To chat through alternative methods of routing Delighted feedback into Service Cloud, reach out to our Concierge Team for more detail.


Setting it up

What does the synced ticket look like in Desk?
  1. Visit the Delighted Desk integration page
  2. Type in your Desk account name (ex. hemandstitch.desk.com)
  3. You’ll be redirected to Desk
  4. Grant access to Delighted if prompted
  5. You’ll be taken back to Delighted, landing on the Desk integration page
  6. Add any new rules
  7. Click “Save & turn on”


FAQ Table of Contents

What does the synced ticket look like in Desk?


FAQs

What does the synced ticket look like in Desk?

Tickets will appear within your Desk queue once responses are received:

We pass a few labels, including one for Delighted and another for the type of score (ex. Promoter, Passive, Detractor).

Customer information is passed via a private note:

Customers will not see any information within that private note, it’s placed there solely as reference for your team members conducting the follow-up.

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Just received a response – why am I not seeing a new ticket in Desk?

We include a 10 minute delay between the moment a response is received in Delighted, and the moment we create that case in Desk. This delay ensures we provide adequate time for the customer to provide a comment (if applicable) prior to syncing over all that response detail.

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It has been 10 minutes since the response was received in Delighted, why are new tickets not being generated in Desk?

Beyond the delay noted above, cases are most often not being created within Desk due to survey responses not triggering their creation. For example, if using the rule “Only promoters who comment”, no other cases will be created unless Delighted responses meet that exact specification.

Be sure to check your rules and recent responses to see if there are any eligible responses that should create a case. If it looks like there are eligible responses that didn’t trigger a survey, let us know and we’ll take a look!

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Can I embed a link to the survey in Desk messages?

This is absolutely possible by using Desk’s Liquid Variables and Email Reply Templates. See the process below:

  1. Contact Delighted support for a survey URL
  2. Visit your Email Reply Template page in Desk (Channels—> Email—> Reply Theme)
  3. Click “Add Theme”
  4. Name the theme “Delighted Theme”
  5. On the following page, scroll down to the HTML Body
  6. Select where they would like the link/message to appear. We suggest under the subject to keep it close to the top of all replies (Example)
  7. Paste the link in HTML formatting as desired. For example: Would you speak highly of your recent support interaction? Let us know!
  8. Save the template
  9. Set as default
  10. Test with internal emails

Notes:

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Can I trigger a Delighted survey based on a case closing in Desk?

Yes. Using Desk’s rules and URL target option, you can automatically dispatch a Delighted survey based on activity in Desk (ex. closed ticket).

If you’d like help learning how to set up triggered actions in Desk, feel free to send us a message.

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