Thousands of businesses rely on Hipmob to keep their customers happy. See some here.

Hipmob - Desk.com Integration


Overview

Hipmob provides hosted live chat for mobile applications. You sign up with us, we give you a code, you download our library, you integrate it into your app, and you can then talk to your users, figure out what they want and what problems they are having, and make them happy. No servers, no extra steps or code to write, wherever the users are, you get to focus on what you do well. This document covers integrating Hipmob with your Desk.com account.

Integration Screen

Visit the Integrations tab in your Hipmob account.

Figure 1: the Integration tab

Once there, click the Configure button to open the Desk.com integration screen. If you've not configured it yet, the button will be gray.

Figure 2: the Desk.com configure button

The configuration screen will show. We walk you through getting the information you need from your Desk.com account below: you'll need to setup a Desk.com application and copy the settings into Hipmob.

Figure 3: the Desk.com configuration screen

Desk.com Details

Log into your Desk.com account as an admin and click on the Settings link.

Figure 4: Desk.com admin screen

On the Settings page, click on the API link.

Figure 5: Desk.com Settings screen

On the API screen, click the Add API Application button.

Figure 6: Desk.com Add API Application

On the Add New API Application screen, enter the name Hipmob and the website URL https://manage.hipmob.com/, as shown in Figure 7 below.

Figure 7: adding a new Desk.com application

Once the application has been created, take note of the key and secret values as shown in Figure 8 below. Then click the Your Access Token button.

Figure 8: Desk.com API key and secret

This will show the API access token and token secret as shown in Figure 9 below. Save these values as well.

Figure 9: Desk.com API token and token secret

Completing the Configuration

Go back to the Hipmob Desk.com configuration screen and copy the necessary settings into place: you'll need your Desk.com subdomain, the API key and secret (from figure 8 above) and the API token and token secret (from figure 9 above).

Figure 10: Copied Desk.com configuration information

Click Save to update your settings. You're all set!

Figure 11: Completed configuration.

The Desk.com button will turn green if the connection was successfully set up and you enabled automatic Desk.com submission. If the connection was successfully set up but you didn't enable automatic submission then it will turn blue.

Figure 12: integrations page with Desk.com integration active but not automatic

Creating Desk.com Tickets

Once you're in a chat you can type the command #desk at any time to create a Desk.com case. This will create a case in Desk.com with the collected information from the chat, including the transcript. A link will be automatically returned that will let you open the newly created Desk.com case and add any additional information.

Figure 13: creating a Desk.com case

And you're done. If you enabled automatic submission then at the end of every conversation a Desk.com ticket will be automatically created (if you did not manually create one with the #desk command).

Figure 14: reviewing the Desk.com case