This article will walk you through integrating Desk.com with Klaviyo. After you enable Klaviyo's Desk integration, you'll be able to track and target customers based on their interactions with your Support team.
Here's the data we sync from Desk:
- When a case is Opened, Updated, or Resolved
- The subject and body of a case, along with the URL to that case
Create an Application in Desk.com
To connect Desk, you will first need to go to https://ACCOUNT_NAME.desk.com/admin/settings/api-applications (Where ACCOUNT_NAME is your Desk.com account name) and create an application.
When you create a new application, enter https://www.klaviyo.com/ for all URLs.
You will see a Key and Secret generated for your new application. These are two of the details you will need to copy and paste into Klaviyo. The other two details -- the Token and Token Secret -- can be found by clicking Your Access Token.
Enable the Desk.com Integration in Klaviyo
Click on the Integrations tab in the left sidebar of your account.
Navigate to the All Integrations tab and find Desk.com on the list of available integrations. All integrations are in alphabetical order. Click Add Integration.To connect Desk, you will need to enter the following:
- Your Desk.com URL
- The Key of the new app you created in Desk
- The Secret of the new app you created in Desk
- The Access Token of the new app you created in Desk
- The Token Secret of the new app you created in Desk
After you have provided all required information, click Connect to Desk.com.
Monitor your Desk.com Integration
To check your enabled integration, navigate to the Metrics tab in your Klaviyo account.
Find Desk's Opened Case metric and click on the Activity Feed icon.
If your integration has begun syncing data, you will start to see cases opened through Desk populate here. Once the Desk.com integration has a green border next to it in your Klaviyo account's Integrations tab, your integration is fully synced.
The Desk.com Metrics
Navigate to the Metrics tab of your account to see all metrics that are populating through the Desk.com integration.
This event is tracked when a new case is started in Desk. The event Klaviyo tracks will include the subject of the email, the case ID, and the URL to that case.
This event is tracked when a case is marked as Resolved in Desk. The event Klaviyo tracks will include the subject of the email, the case ID, and the URL to that case.
This event is tracked any time a customer comments on a case, or receives a reply to their case. The event Klaviyo tracks includes the subject and body of the email, the recipient of the email, and any email addresses CC'd on the email.