Desk.com Integration

What does Opsgenie offer Desk users?

Use OpsGenie's Desk.com Integration to forward Desk alerts to Opsgenie. Opsgenie determines the right people to notify based on on-call schedules– notifies via text messages (SMS), phone calls and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. Forward Opsgenie's "add note" alert activities to Desk.com.

Functionality of the integration

When new case is created on Desk.com, an alert is created in Opsgenie automatically through the integration.
When the case on Desk.com closed or resolved, the alert is closed in Opsgenie.
When a note is added to the alert in Opsgenie, the note is also added to the case on Desk.com.

Add Desk.com Integration in Opsgenie

Please create an Opsgenie account if you haven't done so already.
Go to Opsgenie Desk.com Integration page.
Specify who is notified of Desk.com alerts using the Teams field. Auto-complete suggestions are provided as you type.
Copy the integration URL which includes Opsgenie endpoint as well as the API key.
Click Save Integration.

Configuration on Desk.com

In Desk.com, go to the Admin Panel.
In "Apps" tab, install Custom Action.
Enter the action name "Opsgenie", Select "None" as the authentication method.
Paste the Integration URL copied when adding the integration.

Click Create.
After installing app, Add Action.
Set name as "Send to Opsgenie"
Select Post a JSON string to a URL as "Action Type"
Fill the "JSON to POST" field by referring to this file.

Click Add Action.
Go to Cases -> Rules -> Inbound Interaction.
Click + Add Rule.
Enter a name and click Add.

Add a Rule Action with selecting Trigger an App Action and Opsgenie: Send to Opsgenie.
Set "Enabled" as "Yes" and Update.

You can configure an Outbound Interaction to update and close Opsgenie alerts on case changes.

Alert properties can be configured from Desk.com Integration / Advanced Settings page.

Configuring Opsgenie to Desk.com Integration (Optional)

To enable Opsgenie to send alert actions to Desk.com, configure both Desk.com and Opsgenie.

At Desk.com

Add an API Application

In Desk.com, go to Admin Panel->Settings
Add API Application named "Opsgenie"
Generated keys are used by Opsgenie

In Opsgenie

Add the following information to your Desk.com integration in Opsgenie.

Go to Opsgenie Integration page and click the Desk.com integration to modify.
Make sure Send Actions to Desk.com is checked.
Enter the subdomain for the Desk account.
Paste the Key of the "OpsGenie" API Application to "Consumer Key" field.
Paste the Secret of the "OpsGenie" API Application to "Consumer Key Secret" field.
Paste the Token of the "OpsGenie" API Application to "Access Token" field.
Paste the Token Secret of the "OpsGenie" API Application to "Access Token Secret" field.
Click "Save Integration".

Opsgenie uses this information to send Desk.com the API requests and keep cases up-to-date. This configuration is optional; leave "Send Actions to Desk" unchecked and keep using Desk.com integration one-way.

Sample Payload

{
  "caseId": "2558",
  "caseSubject": "Fwd: test123",
  "caseDescription": "",
  "caseLabels": "",
  "caseStatusName": "New",
  "caseGroupName": "General",
  "caseChannel": "email",
  "casePriority": "4",
  "caseUserId": "",
  "caseUserName": "",
  "caseOpenedAt": "2015-01-29 15:45:47 UTC",
  "caseCreatedAt": "2015-01-29 15:42:47 UTC",
  "caseUpdatedAt": "2015-01-29 15:42:47 UTC",
  "customerId": "290081130",
  "customerName": "Tuba",
  "customerEmail": "[email protected]",
  "customerPhone": "12345",
  "customerCompany": "ifountain"
}