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Integrating Talkdesk and Helpscout – This Tip May Save You!

We Love Help ScoutAs you may know, at C3 Metrics we love our friends at Help Scout. In fact, we love Help Scout so much that we wrote and recorded a rap song for them! (Check out the song here). Help Scout helps us keep our support simple – with the high volume of emails we receive from hundreds of campaigns, Help Scout is a vital part of operations here at C3. With Help Scout we are able to keep in touch with our clients in a simple interface that is easy to manage, which looks to our customers like regular email. This has worked wonderfully, but we were left with a question – can we make our phone communication as simple and professional as our email?

Keeping it simple is part of our philosophy here at C3, and a room full of phones ringing off the hook just isn’t how we do thingsOn the other hand, having just one phone number for the office that rings for everyone is distracting, unprofessional, and inconvenient. We needed a way to give everyone in the office a specific phone number, and also have a number that will ring everyone at once, without the clutter and complication of using physical phones.

This is what led us to Talkdesk.

With Talkdesk, we were able to set up all of our Jedis with their own phone number which rings right in their browser. We also set up a number which rings every Jedi at once – getting our clients in touch with a professional as soon as possible.  One of our favorite features of Talkdesk, however, is that it has built-in integration with Help Scout.

How could we resist?

By integrating Talkdesk and Help Scout, we were able to automatically import all of our contacts from Help Scout directly into Talkdesk. We were also able to automatically create a task in Help Scout when a Jedi gets a voicemail or a missed call in Talkdesk, and with a workflow in Help Scout we were able to automatically assign those tasks to the correct Jedi.

We realized pretty quickly, however, that very little documentation exists for Talkdesk.  Like NONE!

The biggest issue we experienced was the contact sync we were promised from our Help Scout integration did not look so great.  Our contacts from Help Scout, were coming in without any contact information — just the phone number.

ouch

MileyThat’s not very helpful for us!

So what is the cause of this problem?  After a fruitless search of the internet for additional documentation, we had to take matters into out own hands with a little bit of trial and error.

We noticed while in the admin panel of Talkdesk, our own numbers were in the format “+16039999999

While we had been entering our contacts into Help Scout in the standard format “(603) 999-9999“.  (Yes .. no country code.)

The Country Code format (+1 for the US) with no spaces is the standard for most VoIP programs (Skype, for example, uses the same format).

So we tried editing a few numbers in our HelpScout contacts to the Country Code/VoIP format, and viola!

 

miley2

The contacts appear in Talkdesk, almost instantly, with all the correct information.  WOW!!!

Using this fix, we edited all of our HelpScout contacts to the right format and achieved full integration.

Talkdesk is a wonderfully simple way of managing our calls with ease. With this solution to a common issue, we hope that you will have no issues with integrating Help Scout and Talkdesk.

TalkdeskHelp Scout

Article by Alex Caradonna Tweet Alex at @c3metrics