Table of Contents
DeskDirector Power Platform Connector Reference
DeskDirector Connector Overview
DeskDirector automates and accelerates ticket-based workflows between users and agents in your environment. The DeskDirector connector is a deep and powerful integration into our rich ticketing platform. All phases of a ticket's life cycle can be automated and enhanced for a superior service experience.
Triggers
Name | Description |
This operation triggers a flow when a service ticket has been created or updated. | |
This operation triggers a flow when a portal chat session has been created or updated. | |
This operation triggers when a selected event runs in your DeskDirector instance. | |
This operation triggers based on advanced events within your DeskDirector instance. |
Actions
Name | Description |
Creates a contact in your DeskDirector instance. | |
Create a ticket for the specified contact. | |
Generates an HTML document from a dynamic email template. | |
Find companies by keywords or filters. | |
Find contacts by keywords or permissions. | |
Find members | Find members by keywords or permissions. |
Find ticket task templates | Find ticket task templates by keywords or filters. |
Get a chat session | Retrieve a specific chat session's details. |
Get a company | Retrieve a specific company's details. |
Retrieve a specific contact's details. | |
Retrieve a specific form submission's content. | |
Get a member | Retrieve a specific member/agent's details. |
Retrieve a specific ticket's details and content. | |
Get ticket tasks | Retrieve a specific set of ticket tasks. |
Invite users to chat | Invite users to a real-time chat session. |
Respond to an Advanced Event | Respond to one of DeskDirector's Advanced Events. |
Run an advanced action | Run an Advanced Action in DeskDirector. |
Sends a notification to a contact in DeskDirector portal. | |
Sends a notification to a member in DeskDirector tech. | |
Send a system message in chat | Reply to a specific ticket or chat with a system message. |
Update a ticket | Update a specific ticket with new details or content. |
Trigger Details
When a ticket is created or updated
This operation triggers a flow when a service ticket has been created or updated. It will skip any ticket that the ticket contact doesn't have permission to view.
Parameters
Name | Type | Description |
Event | Dynamic List | The type of event you would like to subscribe to. |
Name | String | Specify the name of the workflow. This name will appear in your DeskDirector instance under the Events tab in the Admin Portal. We recommend that you give a descriptive name here, as this can help you find which flow an event is tied to. |
Filters | Dynamic List | Boolean | There will be 14 filters that you can use to filter for tickets. These include: Board, Status, Summary, Request, Form, Priority, Source, Company, Group, Ticket Tags, Company Tags, VIP, and Office Hours For dynamic lists, you can input an ID as a custom value if the item you're expecting doesn't appear in the dynamic list. |
When a chat session is created or updated
This operation triggers a flow when a portal chat session has been created or updated.
Parameters
Name | Type | Description |
Event | Dynamic List | The type of events to subscribe to. |
Description | String | Specify a short description for the workflow. |
Type | Dynamic List | Only triggers this flow if chat is of the selected type. |
Status | Dynamic List | Only triggers this flow if chat is in the selected status. |
When a workflow is triggered
This operation triggers a flow when a specified event in your DeskDirector instance is triggered.
Parameters
Name | Type | Description |
Type | Dynamic List | The type of event that will trigger this flow. |
Workflow | Dynamic List | The specific event in your DeskDirector instance that will trigger this flow. |
Dsecription | Dynamic List | Specify a short description for the workflow. |
When an Advanced Event occurred
This operation triggers based on advanced events within your DeskDirector instance.
Parameters
Name | Type | Description |
Category | Dynamic List | The category that your Advanced Event falls under. |
Event | Dynamic List | The specific Advanced Event that will trigger this flow. |
As part of this trigger, each event will give you different parameters that you can fill in/choose. These are all fairly self-explanatory. If you are confused about a specific event, please feel free to reach out to our support team at support.deskdirector.com.
Action Details
Create a contact
This action creates a contact for the DeskDirector portal.
Required Parameters
Name | Type | Description |
Company ID | integer | The integer ID of the contact's company |
string | The contact's email | |
First Name | string | The contact's first name |
Create a ticket
Create a ticket for the specified contact.
Required Parameters
Name | Type | Description |
Contact | integer | The integer ID of the contact. |
Summary | string | The ticket's title. |
Description | string | The ticket's description. |
Create an email from template
This action generates an HTML document from a dynamic email template. To edit your templates, please go to your admin console.
Parameters
Name | Type | Description |
Template | pick list | The dynamic template created in admin console. |
Search | string | Filter the pick list of Template. |
{{token1}} | dynamic | Dynamic tokens defined in the template, varies depend on the selected template. |
{{token2}} | dynamic | Dynamic tokens defined in the template, varies depend on the selected template. |
Find companies
Find companies by keywords or filters.
Parameters
Name | Type | Description |
Search | string | The keywords to search for companies. |
Tags Filter | string | Use company tags to filter results. |
Domain SID | Boolean | Companies with domain SID setup. |
Email Domain | Boolean | Companies with email domain setup. |
Permission | Boolean | Companies with the company-level permission setup. |
Invoice | Boolean | Companies with invoice setup. |
Opportunity | Boolean | Companies with an opportunity setup. |
Find contacts
Find contacts by keywords or permissions.
Parameters
Name | Type | Description |
Search | string | The keywords to search contacts. |
Tags Filter | string | Use contact tags to filter results. |
Company ID | integer | The integer ID of the contact's company. |
Company Name | string | The name of the contact's company. |
Company Identifier | string | The identifier or the contact's company. |
Ticket | Boolean | Contacts with ticket configuration setup. |
Permission | Boolean | Contacts with permission configuration setup. |
Invoice | Boolean | Contacts with invoice configuration setup. |
Opportunity | Boolean | Contacts with opportunity setup. |
Get a contact
Get contact details by ID.
Parameters
Name | Type | Description |
Contact ID | integer | The contact's integer ID. |
Get form result
This action returns the form entry by ID.
Parameters
Name | Type | Description |
Form | pick list | Select the form to get the entry from. |
Result ID | integer | The ID of the form entry. |
Get a ticket
Get ticket details by ID.
Parameters
Name | Type | Description |
Ticket ID | integer | The ticket's integer ID. |
Send a notification to a contact
This action sends a notification to a contact in DeskDirector Portal.
Parameters
Name | Type | Description |
To | integer | The contact's integer ID. |
Ticket | integer | The ticket's integer ID. |
Text | string | The short message to send to the contact. |
Require Dismiss | Boolean | Specify whether the notification needs to be dismissed. |
Send a notification to a member
This action sends a notification to a member in DeskDirector tech.
Parameters
Name | Type | Description |
To | integer | The member's integer ID. |
Ticket | integer | The ticket's integer ID. |
Text | string | The short message to send to the member. |
Require Dismiss | Boolean | Specify whether the notification needs to be dismissed. |
