Desk.com Integration with Banckle Chat and Create Support Tickets
05/06/2013

We had previously shared about Desk.com integration with Banckle Chat. We are pleased to share this integration has been updated. You can now enjoy the online conversation experience via our live chat software and create support tickets.

Online PR News – 06-May-2013 – Palo Alto – We had previously shared about Desk.com integration with Banckle Chat. We are pleased to share this integration has been updated. You can now enjoy the online conversation experience via our live chat software and create support tickets. Desk allows you to stay on top of your support by tracking the owner, priority and status of every customer interaction. Online customer support has always been a key point for Banckle Chat and it has all you need to provide the best customer services to your visitors. The integration of Desk.com and Banckle Chat provides you the platform for live chat support in your website and create a complete support ticket in Desk. Desk.com can easily be integrated with Banckle Chat. Being a chat operator, you can integrate Desk with Banckle Chat and track details about your individual customers as well as groups of customers at a particular company. The following steps are required to install and configure Desk:

Setting Up Desk:

Log in to your Desk account.
Click Admin.
Click Settings.
Click API.
Add API application.
The information required for configuring Desk at Banckle Chat will be displayed here.

Copy all the information, and paste them into the matching fields on the Banckle Chat Settings page.
Configure Banckle Chat Settings:

Sign in to Banckle Chat.
Note: If you do not have a Banckle account, click here to sign up for a Banckle account.

From the Banckle Chat home screen, click Settings.
Click “Marketplace”.
The “Installed” tab shows the plugins that have been already installed.

Click “Browse” to see the list of available plugins.
Click “Install” button that appears on hovering the mouse over “Desk” option.

Banckle Chat Marketplace

Provide the following information.
Desk Domain.
Desk Key
Desk Secret
Desk Token
Desk token secret

Configure Desk.com

You can also select the Desk rule for ticket creation.
Click “Install”.
The tickets are created on closing a live chat session with a customer. As soon as you close the live conversation, Desk ticket is created and a link is displayed. Click the link to open Desk ticket.

Desk case for chat conversation

You can view the ticket details and perform the required operations such as updating case status, viewing chat history, setting up the priority etc. Desk.com provides a variety of features for the Banckle Chat conversations tickets such as ticket management, case filters, case status, business rules etc.

Case Management in Desk.com

The combination of Banckle Chat and Desk yields quality results of improved customer support experience. Getting started with Banckle Chat is easy, sign up now and enjoy the collaboration through the robust and analytic support offered by Desk.com. For the latest news and updates – sign up for the monthly Banckle Apps Newsletter, as well as stay tuned for announcements at the Banckle Apps Blog. Please keep us posted with your valuable feedback at our Banckle Community forum.

Relevant Discussions and Documentation Pages:

Use Chat Targeting Feature to Focus on Potential Customers: http://banckle.com/blog/collaborative-and-social-apps/entry/use-chat-targeting-feature-to-focus-on-potential-customers.html
Use Pidgin and PSI to access Banckle Chat: http://banckle.com/blog/collaborative-and-social-apps/entry/use-pidgin-and-psi-to-access-banckle-chat.html
Announcing Banckle Live Chat for Dolphin: http://banckle.com/blog/collaborative-and-social-apps/entry/announcing-banckle-live-chat-for-dolphin.html
How to Integrate Live Support for Drupal 6:http://banckle.com/blog/collaborative-and-social-apps/entry/how-to-integrate-live-support-for-drupal-6.html
Announcing Banckle Live Chat App for Android: http://banckle.com/blog/collaborative-and-social-apps/entry/announcing-banckle-live-chat-app-for-android.html
Banckle Live Chat: A comparative analysis: http://banckle.com/blog/collaborative-and-social-apps/entry/banckle-live-chat-a-comparative-analysis.html
Overview: Banckle Chat
Banckle Chat is your FREE online chat and customer support solution. It is fully customizable and includes a variety of built-in templates, themes, widgets and tools for boosting customer service productivity. It achieves the great scalability by allowing multiple websites, multiple departments and multiple operators. You get all the freedom to customize the support structure as you like. Other important live support features like canned messages, file sharing, SSL encryption, proactive invitation, 24 x 7 support, visual and sound notifications are also supported. You can also track visitors and monitor their browsing activities using the analytics & reporting features.

Contact Us

Suite 163, 79 Longueville Road, Lane Cove, NSW 2066
Sydney, Australia
Banckle - Collaborative and Social Apps Provider
Phone: +1-888-416-9222
Fax: +1-206-339-1494