Hello everyone, We added a small new improvement to our Desk.com integration. You can add a custom mapping standard field type and map ‘chat’ as Source type text. Settings this up that way will create a Case with a type:chat in Desk.com […]

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Today we are excited to offer a new, improved, and more powerful SnapEngage and Desk.com integration! Desk.com recently notified us that they were releasing a new API that had more capabilities than you could shake a stick at (although one should never shake a stick, especially if there is a nest of angry wasps attached to it). The great news is that we have completed the update to our integration thanks to the new API from Desk, the not so great news is that the old version of the API will no longer function in the coming months so you will want to make sure you complete the migration soon. […]

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With our rather stellar SalesForce integration we were very excited about the prospect of what a SalesForce+desk.com product would mean for us. Pairing your desk.com help desk with SnapEngage is an excellent way to create customer WOW! You are already having great conversations on your site, engaging in realtime and helping site visitors get the information they need with co-browsing. You are fully utilizing the call me feature and incorporating phone support along with your chats and cases from email support. Now all this magic brews together with your desk.com account by making sure every chat is sent directly into the help desk and creates a cases for your agents to interact with directly inside desk.com. […]

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It is always good to keep things connected. The song, “The knee bone is connected to the leg bone, the leg bone is connected to theĀ metatarsal bones…” sure helped me in medical school and showed me the importance of interconnectivity. (I know you are humming the song now) One way that is very important when using SnapEngage and an integration like SalesForce, Zendesk or desk.comĀ is to make sure that the chat is connected to the proper agent. In the past we had a few work arounds that involved a couple extra steps for the admin including doing the hokey – pokey and turning themselves around. […]

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At SnapEngage we are all about joining forces with other awesome web solutions. Like any other super hero team fighting lousy customer service we always like to have a full arsenal at out disposal. The newest tool to help SnapEngage and our loyal troops combat this menace is the aptly named Assistly! If you have been looking for a full featured HelpDesk to:
  • Keep all your support in one place
  • Monitor customer experience on social media
  • Create a self service center
  • Have happy agents
  • Make sure no ticket goes left unanswered
Look no further! Assistly is well suited to help manage those support tickets as effectively and efficiently as possible. […]

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