Integrating Your Support Software With BackerKit

Support Integrations

This feature enables projects to connect their customer support software with BackerKit. It will provide easy access to relevant Backer Data on support tickets that come in from the survey. This feature is primarily for projects which are managing their own support tickets post campaign.

Salesforce Desk

1. In the desk.com Dashboard:
   1. Navigate to Case on the main navigation and click Integration URLs
      1. Click the Add Integration URL button
      2. Fill in the required fields:   
         1. Name: BackerKit
         2. Open Location: Canvas          
         3. iframeURL: https://backerkit.com/support/desk
      3. Click Enabled
      4. Navigate to Cases > Cases (on the sidebar) > Next Gen Case Layouts
      5. Click on Add Case Layout
      6. Enter a name for the layout (it can be ‘BackerKit’)
      7. On the side, click on Integrations to open the accordion
      8. Drag BackerKit (canvas) module to the left under the description module in the layout
      9. Click Add when you’re done
      10. Go back to Cases > Add Integration URL
2. Under the BackerKit integration, click the edit icon
   1. Copy the Shared key
3. In BackerKit:
   1. Navigate to Backer Support > Integrations > Desk
      1. Enter the Dashboard URL (https://{subdomain}.desk.com/)
      2. Enter the Shared key into Secret field
      3. Click Save Desk
   2. On Backer Support > General page, make sure that the email address you input is either an email address that your Salesforce Desk inbox is set up with or an email address that has forwarding set up to Salesforce Desk.

Zendesk

1. In the Zendesk Dashboard, click on Admin (gear icon on the left sidebar)
   1. Under the APPS section on the sidebar, click on Manage
   2. Click on Download Private App
   3. For App Name, type ‘BackerKit’
   4. For App File, download this zip file from BackerKit and upload it (do not unzip).
   5. Click Download, and accept their agreement.
   6. On the Installation module, enter BackerKit for the Title
   7. For token, create a complex password
   8. Click Install
2. In BackerKit
   1. Navigate to Backer Support > Integrations > Zendesk
      1. Enter the Dashboard URL (This will be either the default https://{subdomain}.zendesk.com or if you used host mapping, your customized URL (eg: https://help.{subdomain}.com/hc/en-us, try it with only https://help.{subdomain}.com without /hc/en-us). Note: the URL should not contain a "/" at the end. 
      2. Enter the password created in step #8 in the Secret field
      3. Click Save Zendesk
   2. On Backer Support > General page, make sure that the email address you input is either Zendesk email address (support@yoursubdomain.zendesk.com) or an email address that has forwarding set up to Zendesk (see Forwarding Incoming email to Zendesk Support)

Help Scout

1. In the Help Scout Dashboard:
   1. Click on Manage > Apps
      1. Scroll down to the bottom and click on Build a Custom App
      2. Click on Create App
      3. Enter the following information:
         1. App Name: BackerKit
         2. Content Type: Dynamic Content
         3. Callback Url: https://www.backerkit.com/helpscout
         4. Secret Key: (create a complex password here)
      4. Choose the mailbox that should display BackerKit data
      5. Save
2. In BackerKit:
   1. Navigate to Backer Support > Integrations > Help Scout
      1. Enter the Mailbox Email Address (can be found on the Helpscout mailbox settings)
      2. Enter the Secret Key you’ve created in step #4 into Secret field
      3. Save.
   2. On Backer Support page > General page, make sure that the email address you input is either an email address that your Help Scout inbox is set up with or an email address that has forwarding set up to Help Scout.