Adding a HelpDesk integration into Scorebuddy is a one-time only task where you need to authorize Scorebuddy to receive data from your HelpDesk account.
As a Global Admin, navigate to the Score dropdown > Interactions > View Integrations.
If you are adding your first integration, select the tile for "HelpDesk". If you are adding a further integration, click the "Add an Integration" tile, and proceed from there to the below.
Installation form
Oauth and token based authentication is offered by Scorebuddy. If using Oauth you will be redirected to a HelpDesk page where you may enter your login details and authorize Scorebuddy. You will then be returned to this page to finalize the connection.
The Label and Description are for your reference to help you identify the cases that you are dealing with. If you have multiple instances of HelpDesk it is a good idea to add an identifier to the label and description for these so that they can be differentiated.
The Token field is where you input the access token you have created in HelpDesk (only applicable if Access Token authentication was selected)
Here's how to find your Account ID and token in HelpDesk (helpdesk.com):
HelpDesk's API shares an authentication system with LiveChat. To get your credentials, you need to use the Developers Console Helpdesk. Here are the steps:
Go to the Developers Console — visit developers.livechatinc.com and log in with your HelpDesk credentials.
Find your Account ID — once logged in, your
account_idis displayed in the Developers Console Helpdesk.Generate your API token — go to the Tools → Personal Access Tokens section in the Developers Console. Use the
accounts--my:roscope when generating the token Helpdesk.Authentication — when authenticating, use Basic authentication with the
account_idas the username and the generated token as the password Helpdesk.
Once you have both the Account ID and token from the Developers Console, you can enter them into Scorebuddy to complete the integration
Set a data retention policy which specifies how long you wish for Scorebuddy to store your cases. Once this period has been exceeded the case details are automatically removed from Scorebuddy.
By default, Scorebuddy will Data Backfill the last 1 week of data to get you started. If you require more backfilled data (up to 4 weeks), amend the value here before connecting.
When you are done, click HelpDesk to Scorebuddy. You will be shown a confirmation message like below:
You can now use the link to begin matching Agents in Scorebuddy with Agents in HelpDesk. If you prefer to do this later, return to this "View Integrations" page, select your HelpDesk integration to be taken to the "Manage Users" page * Please note: this is a critical step before you begin to build lists