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Overview

Authorizing a Desk Account

The first time you use a desk card in your Flow, you will need to authorize an account.

  1. Add an Account Nickname. This should be unique, so that in the case that your teammates authorize multiple Desk accounts, you will be able to tell them apart.
  2. Add in your Desk account Instance.
  3. Click “Create” to launch a window to sign in to your Desk Account. Once you are signed in, this configuration will be saved.

    Events

    • NewCase

      New Case

      Triggers a Flow when a new case is created in Desk.

      Options

      • Cases (drop down menu): A list of the cases.
      • Case Type (drop down menu): The case type.

      Fields

      • Case
        • Case ID (text): The ID of the new case.
        • Case Type (text): The type of case.
        • Subject (text): The subject of the case.
        • Status (text):The status of the case.
        • Priority (text): The priority of the case (1-10).
        • Label Names (text): The labels on the case.
        • Label IDs (text): The IDs of the labels on the case.
        • Assigned to Group ID (text): The ID of the group assigned to the case.
        • Assigned to User ID (text): The ID of the user assigned to the case.
        • Created At (text): When the case was created.
        • Updated At (text): When the case was most recently updated.
        • Received At (text):When the case was received.
        • Opened At (text):When the case was most recently opened.
        • First Opened At (text): When the case was first opened.
        • Resolved At (text): When the case was most recently marked as resolved.
        • First Resolved At (text):When the case was first marked as resolved.
      • Custom Fields
        • Custom Field 1 (text):First custom field on the case.
        • Custom Field 2 (text):Second custom field on the case.
    • UpdatedCase

      Updated Case

      Triggers a Flow when a case is updated in Desk.

      Options

      • Cases (drop down menu): A list of the cases.
      • Case Type (drop down menu): The case type.

      Fields

      • Case
        • Case ID (text): The ID of the case.
        • Case Type (text): The type of case.
        • Subject (text): The subject of the case.
        • Status (text):The status of the case.
        • Priority (text): The priority of the case (1-10).
        • Label Names (text): The labels on the case.
        • Label IDs (text): The IDs of the labels on the case.
        • Assigned to Group ID (text): The ID of the group assigned to the case.
        • Assigned to User ID (text): The ID of the user assigned to the case.
        • Created At (text): When the case was created.
        • Updated At (text): When the case was most recently updated.
        • Received At (text):When the case was received.
        • Opened At (text):When the case was most recently opened.
        • First Opened At (text): When the case was first opened.
        • Resolved At (text): When the case was most recently marked as resolved.
        • First Resolved At (text):When the case was first marked as resolved.
      • Custom Fields
        • Custom Field 1 (text):First custom field on the case.
        • Custom Field 2 (text):Second custom field on the case.

    Actions

    • CreateCompany

      Create Company

      Creates a company in Desk.

      Input Fields

      • Company
        • Name (text): The name of the company.
        • Domain (text): The company’s domain i.e. “voler.co.in”.
      • Custom Fields
        • Custom Field 1 (text): Add a custom field.
        • Custom Field 2 (text): see above.

      Output Field

      • Company ID (text): The ID for the new company.
    • CreateCustomer

      Create Customer

      Creates a customer in Desk.

      Input Fields

      • Customer
        • First Name (text): The customer’s first name.
        • Last Name(text): The customer’s last name.
        • Title(text): Their title.
        • Company ID(text): The ID of the company they belong to.  Can be found by using ‘Search Companies’. i.e. “99165269”.
        • Work Email(text): The customer’s email.
        • Work Phone(text): The customer’s phone.
        • Work Address(text): The customer’s work address.
      • Custom Fields
        • Custom Field 1(text): Add a custom field.
        • Custom Field 2(text): See above.

      Output Field

      • Customer ID(text): The ID for the customer.
    • CreateEmailCase

      Create Email Case

      Creates an email case in Desk.

      Input Fields

      • Case
        • Priority (text): A number 1-10 where 1 is low priority and 10 is high.
        • Status(text): open, pending, or resolved.
        • Subject(text): The subject of the email case.
        • Label(text): A label for the case. i.e. feedback, more info, etc.
        • Customer ID(text): The ID of the customer you the case is attached to. Found in the URL/direct link of the customer https://testinc.desk.com/agent/customer/**599148493**. Also found by using ‘Search Customers’.
        • Assign to User ID(text): The user the case is assigned to.
        • Assign to Group ID(text): The group the case is assigned to.
      • Message
        • Direction (text): If it is treated as inwards-bound or outward-bound. Accepted values are “in” or “out”.
        • Body(text): The message body.
        • From(text): Who it was from i.e. “from@desk.com”.
        • To(text): Who the message is to i.e. “to@desk.com”.
        • CC(text): Add a CC’ed user.
        • BCC(text): Add a BCC’ed user.
      • Custom Fields
        • Custom Field 1(text): Add a custom field.
        • Custom Field 2(text): Add a second custom field.

      Output Field

      • Case ID (text): The ID for the email case.
    • CreateLabel

      Create Label

      Creates a new label in Desk.

      Input Fields

      • Label
        • Name (text): The name for the label. Must be at least two characters. Special characters are accepted.
        • Description (text): A description of the label.
        • Type (text): The type of label i.e. “case”.
        • Color (text): The color of the label.

      Output Field

      • Label ID (text): The ID of the label.
    • CreatePhoneCase

      Create Phone Case

      Creates a phone case in Desk.

      Input Fields

      • Case
        • Priority (text): A number 1-10 where 1 is low priority and 10 is high.
        • Status(text): open, pending, or resolved.
        • Subject(text): The subject of the phone case.
        • Label(text): A label for the case. i.e. feedback, more info, etc.
        • Customer ID(text): The ID of the customer you the case is attached to. Found in the URL/direct link of the customer https://testinc.desk.com/agent/customer/**599148493**. Also found by using ‘Search Customers’.
        • Assign to User ID(text): The user the case is assigned to.
        • Assign to Group ID(text): The group the case is assigned to.
      • Message
        • Direction (text): If it is treated as inwards-bound or outward-bound. Accepted values are “in” or “out”.
        • Body(text): The message body.
      • Custom Fields
        • Custom Field 1(text): Add a custom field.
        • Custom Field 2(text): Add a second custom field.

      Output Field

      • Case ID (text): The ID for the phone case.
    • CreateQnACase

      Create QnA Case

      Creates a Question and Answer Case in Desk.

      Input Fields

      • Case
        • Subject(text): The subject of the case.
        • Priority (text): A number 1-10 where 1 is low priority and 10 is high.
        • Status(text): open, pending, or resolved.
        • Label(text): A label for the case. i.e. feedback, more info, etc.
        • Customer ID(text): The ID of the customer you the case is attached to. Found in the URL/direct link of the customer https://testinc.desk.com/agent/customer/**599148493**. Also found by using ‘Search Customers’.
        • Assign to User ID(text): The user the case is assigned to.
        • Assign to Group ID(text): The group the case is assigned to.
      • Message
        • Direction (text): If it is treated as inwards-bound or outward-bound. Accepted values are “in” or “out”.
        • Body(text): The message body.
      • Custom Fields
        • Custom Field 1(text): Add a custom field.
        • Custom Field 2(text): Add a second custom field.

      Output Field

      • Case ID (text): The ID for the QnA case.
    • DeleteCase

      Delete Case

      Deletes a case in Desk.

      Input Field

      • Delete by
        • Case ID (text): The ID for the case you wish to delete. Can be found by using ‘Search Cases’.

      Output Fields

      • There are no output fields for this card. 
    • DeleteLabel

      Delete Label

      Deletes a label in Desk.

      Input Field

      • Delete by
        • Label ID (text): The ID of the label you wish to delete. Can be found by using ‘Search Labels’.

      Output Fields

      • There are no output fields for this card.
    • ReadCase

      Read Case

      Reads a case in Desk.

      Input Field

      • Read by
        • Case ID (text): The ID for the case. Can be found by using ‘Search Cases’.

      Output Fields

      • Case
        • Case Type (text): The type of case i.e. “email”.
        • Subject(text): The subject of the case.
        • Status(text): open, pending, or resolved.
        • Priority (text): A number 1-10 where 1 is low priority and 10 is high.
        • Label Names (list of text): A list of labels assigned to the case.
        • Label IDs (list of text): A list of the label IDs for the labels assigned to the case.
        • Assign to Group ID(text): The group the case is assigned to.
        • Assign to User ID(text): The user the case is assigned to.
        • Created At(text): When the case was created.
        • Updated At(text): When the case was updated.
        • Received At (text): When the case was received.
        • Opened At(text): When the case was most recently opened.
        • First Opened At (text): When the case was first opened.
        • Resolved At(text): When the case was most recently marked as resolved.
        • First Resolved At(text): When the case was first resolved.
      • Custom Fields
        • Custom Field 1(text): A custom field.
        • Custom Field 2(text): A second custom field.
    • ReadCompany

      Read Company

      Reads a company in Desk.

      Input Fields

      • Read by
        • Company ID (text): The ID for the company. Can be found by using ‘Search Companies’.

      Output Field

      • Company
        • Name (text): The name of the company.
        • Domains (list of text): A list of the company’s domain(s)  i.e. “voler.co.in”.
      • Custom Fields
        • Custom Field 1 (text): A custom field.
        • Custom Field 2 (text): see above.
    • ReadCustomer

      Read Customer

      Reads a customer in Desk using their Customer ID.

      Input Field

      • Read by
        • Customer ID (text): The ID of the customer to read. Can be found by using ‘Search Customers’.

      Output Fields

      • Customer
        • First Name (text): The customer’s first name.
        • Last Name(text): The customer’s last name.
        • Display Name (text): The customer’s display name.
        • Company ID(text): The ID of the company they belong to.  Can also be found by using ‘Search Companies’. i.e. “99165269”.
        • Company Name (text): The name of the company they belong to.
        • Title(text): Their title.
        • Work Email(list of text): The customer’s email(s).
        • Work Phone(list of text): The customer’s phone number(s).
        • Work Address(list of text): The customer’s work address(es).
        • Created At (text): When the customer was created.
        • Updated At (text): When the customer’s information was most recently updated.
      • Custom Fields
        • Custom Field 1(text): A custom field.
        • Custom Field 2(text): See above.
    • ReadUser

      Read User

      Reads a user in Desk using their User ID.

      Input Field

      • Read by
        • User ID (text): The ID of the user you wish to read. Can be found in the direct link of the user. i.e. “25235605”.

      Output Fields

      • User
        • Name (text): The name of the user.
        • Public Name(text): The public name of the user.
        • Email(text): The user’s email.
        • Level(text):The access level of the user; admin, standard, or limited.
        • Created At(text): When the user was created.
        • Updated At(text): When the user was updated.
        • Current Login(text): When the user most recently logged in.
        • Last Login(text):When the user last logged in.
        • Group Names(list of text): The names of the groups the user belongs to.
        • Group IDs(list of text): The IDs of the groups.
    • SearchCases

      Search Cases

      Searches for a case in Desk. Note: will choose the first match, so enter in enough information so the right case is found.

      Input Fields

      • Search by
        • Case Type (text): The type of case. i.e. “phone”.
        • Status(text): The status of the case i.e. “open” or “resolved”.
        • Priority(text): The priority of the case (1-10).
        • Assigned to Group(text): The name of the group the case is assigned to i.e. “IT Support”.
        • Assigned to User(text): The name of the user the case is assigned to.
        • Subject(text): The subject of the case.
        • Customer Company(text): The company of the customer.
        • Label(text): A label on the case.
        • Customer First Name(text): The first name of the customer.
        • Customer Last Name(text): The last name of the customer.

      Output Fields

      • Case
        • Case ID(text): The ID of the case.
        • Subject(text): The subject of the case.
        • Case Type(text): The type of case.
    • SearchCompanies

      Search Companies

      Searches for a company in Desk.

      Input Fields

      • Search by
        • Company Name (text): The name of the company.
        • Customer Name (text): The name of the customer.

      Output Fields

      • Name (text): The name of the company.
      • Company ID (text): The ID for the company. Can be found by using ‘Search Companies’.
    • SearchCustomers

      Search Customers

      Searches for a customer in Desk using a search query.

      Options

      • Search by (drop down menu): The type of thing you will search with. Choose from First Name, Last Name, Display Name, Work Email, or Work Phone.

      Input Field

      • Search
        • Query (text): Should correlate to the option above; the term you are searching with.

      Output Fields

      • Customer
        • Customer ID (text): The ID of the customer found.
        • Display Name (text): The customer’s display name.
    • SearchGroups

      Search Groups

      Searches for a group in Desk using the group name.

      Input Field

      • Search by
        • Group Name (text): The name of the group i.e. “IT Support”.

      Output Field

      • Group
        • Group ID (text): The ID for the group.
    • SearchLabels

      Search Labels

      Searches for a label in Desk.

      Input Fields

      • Search by
        • Label Name (text): The name of the label.
        • Label Type (text): The type of label i.e. “case”.

      Output Field

      • Label
        • Name (text): The name of the label.
        • Label ID (text): The ID of the label.
        • Color (text): The label’s color.
        • Description (text): The description of the label.
        • Type (list of text): The type of label.
        • Enabled? (T/F): If the label is enabled.
    • UpdateCase

      Update Case

      Updates a case in Desk.

      Input Fields

      • Update by
        • Case ID (text): The ID for the case. Can be found by using ‘Search Cases’.
      • Case
        • Subject(text): The subject of the case.
        • Status(text): open, pending, or resolved.
        • Priority (text): A number 1-10 where 1 is low priority and 10 is high.
        • Label(text): A label for the case.
        • Assign to User ID(text): The user the case is assigned to.
        • Assign to Group ID(text): The group the case is assigned to.
      • Custom Fields
        • Custom Field 1(text): A custom field.
        • Custom Field 2(text): A second custom field.

      Output Fields

      • There are no output fields for this case. 
    • UpdateCompany

      Update Company

      Updates a company in Desk.

      Input Fields

      • Update by
        • Company ID (text): The ID for the company. Can be found by using ‘Search Companies’.
      • Company
        • Name (text): The name of the company.
        • Domains (text): The company’s domain(s)  i.e. “voler.co.in”.
      • Custom Fields
        • Custom Field 1 (text): A custom field.
        • Custom Field 2 (text): see above.

      Output Field

      • There are no output fields for this card.
    • UpdateCustomer

      Update Customer

      Updates a customer in Desk.

      Input Fields

      • Update by
        • Customer ID(text): The ID for the customer. Can be found by using ‘Search Customers’.
      • Customer
        • First Name (text): The customer’s first name.
        • Last Name(text): The customer’s last name.
        • Title(text): Their title.
        • Company ID(text): The ID of the company they belong to.  Can be found by using ‘Search Companies’. i.e. “99165269”.
        • Work Email(text): The customer’s email.
        • Work Phone(text): The customer’s phone.
        • Work Address(text): The customer’s work address.
      • Custom Fields
        • Custom Field 1(text): Add a custom field.
        • Custom Field 2(text): See above.

      Output Field

      • There are no output fields for this card.
    • UpdateLabel

      Update Label

      Updates a label in Desk.

      Input Fields

      • Update by
        • Label ID (text): The label ID. Can be found by using ‘Search Labels”.
      • Label
        • Name (text): The name of the label.
        • Description (text): The description of the label.
        • Type (text): The type of label. i.e. “macro” or “case”.
        • Color (text): The color of the label i.e. “blue”.

      Output Fields

      • There are no output fields for this card.