Support Tools Integrations

This article covers the different integrations available for our Support Tools, including Salesforce, phone, live chat and Google Analytics.
(Looking for UserVoice (Product Management) integrations? Check out this article)

Salesforce

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Our Support Tools integration pushes tickets and replies to your Salesforce account or even let's you handle them there.

Here's how it works:
  • The ticket subject becomes a Salesforce "Case"
  • The ticket message (and all admin and user replies on the thread) will show as Salesforce comments on the "Case"
  • A ticket contact is automatically connected to an existing Salesforce contact (if it exists). If there's no matching contact in Salesforce, you can set it up so it creates a "Lead." Learn more about this option here
  • The ticket state (open/closed) in UserVoice is synced with Salesforce. If a ticket is closed or opened in UserVoice, it will show that in Salesforce. (However, if you close the ticket in Salesforce, that will not be pushed to UserVoice).
(Note: You can also pull in information from Salesforce and display it in UserVoice. This article walks through how to set this up.)

What You Need from Salesforce


You will need the following information from Salesforce to set this up:
  • Consumer Key in Salesforce
  • Consumer Secret from Salesforce
  • Your Salesforce log in email address
  • Your Salesforce password (Must be set to never expire. We'll explain how in the next section.)
  • Your Security Token
This article will walk you through how to get your Consumer Key and Secret and even reset your Security Token if you need to.

You can use the same Consumer Key, Secret, Token, and log-in for the Service Hook and Gadget.

Set Your Salesforce's Password to NOT expire


In order to set up integrations, the password you use for the log in must be set to not expire (otherwise the connection will break when your password expires). Here's a guide for how to set that up.
  • Under Administration Setup, click Manage Users -> Permission Sets (screenshot)
  • Click New
  • Label: "Never expire password"
  • API Name: "Never_expire_password" (screenshot)
  • Click Save
  • Under System, click "System permissions" (screenshot)
  • Click "Edit"
  • Scroll down to "Password Never Expires" and check the checkbox "Prevent the user's password from expiring." (screenshot)
  • Scroll up and click "Save".
  • Click user's name in top right corner -> My Profile
  • In the opening window, click "User Detail" (screenshot)
  • Scroll to "Permission Set assignments" and click "Edit Assignments" (screenshot)
  • Select "Never expire password" from Available Permission Sets.
  • Click "Add" (screenshot)
  • Click "Save".

Setting it up in UserVoice


You're almost done! You have all the information you need from Salesforce. Now, where do you enter it in UserVoice?
  • Click on "Settings" in the Admin Header
  • Choose "Integrations" from the drop down menu
  • Click "Service hooks."
  • Click the "Salesforce" button and enter your Salesforce information
  • Click "Create"
And you're all set! 

Advanced Salesforce Integration Features


If you are using the Service Hook to push tickets to Salesforce, you might want users, who are not contacts in Salesforce, to become leads for your sales team. You can set it up so new users become "Leads" which you can later turn into "Contacts." This article walks you through how

Common Questions:

  • Can I push ticket fields in UserVoice to Salesforce? No, not at this time. But we do have an idea about adding this feature. You can check it out here. Please, add your thoughts and vote for it!
  • Does the integration work the sandbox version of Salesforce? It doesn't at this time. If you would like to see us add this feature, please, support the idea here.
  • If I change the contact on a ticket, will it be updated in UserVoice? No, not at this time, but if you would like us to add this feature, please, support this idea.

Phone

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While we don't have phone as a part of our platform, we integrate with...

Live Chat

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We don't have a live chat feature for UserVoice at this time, but we do have an active idea about adding this feature here

We also integrate with...
Both integrations allow you to turn chats into tickets.


SnapEngage also has an integration that lets you search and insert links to articles in your UserVoice Knowledge Base when chatting with a user.

SproutSocial

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Our SproutSocial integration will let you create, track and resolve tickets directly from the Sprout application. This article goes through setting it up.

With SproutSocial, you can turn Twitter and Facebook posts in to UserVoice tickets. Here is how this process pans out:
  1. A social media message is found by your social media manager using Sprout social that needs to be addressed. With a few clicks, this message is sent in to your UserVoice console and is a ticket
  2. Your support team responds to the ticket directly from UserVoice with further instructions and details
  3. The response arrives in Sprout social, and your social media manager responds to the customer
NOTE: when creating tickets from Facebook or Twitter,  if you want to respond using email, you will need to get the users email address. The email address for these tickets in UserVoice is created from the API, and will not be useful for responding to the user.

Google Analytics

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With the Google Analytics integration, you can add Google Analytics to your UserVoice site, which will track let you track things like page views, and visitors over time. Here's how to set this up...
  • Log into your Google Analytics account, and add a new account.
  • Create your new account, and enter your UserVoice site's URL.
  • Copy the Tracking ID provided by Google Analytics.
  • Log into the Admin Console of your UserVoice site and enter the ID—Click on "Settings" → Choose "Integrations" from the drop down menu → Scroll down to Google Analytics → Click "Edit."

Set up and use Custom Service Hooks

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Service hooks let you push tickets, replies and kudos to another URL. This is helpful if you want to push things in UserVoice to your own system or CRM. You can also choose which types of events are pushed.
  • To set up a custom service hook, go to Settings -> Integrations -> Click "Service Hooks" -> Click "Web Hook."
  • Specify how our API will be polled (either XML or JSON)
  • Enter the Callback URL
  • Choose the events you want to push
Save your settings, and you're done!

Several things to keep in mind...
  • This will require a developer to set up.
  • In addition to reading the 'data' parameter (JSON or XML) in your application, you might want to check the 'signature' parameter if you want to make sure the request is coming from UserVoice. To calculate the signature, use HMAC-SHA256 with your SSO key (in Admin Console Settings -> Web Portal -> UserVoice Authentication -> Edit, copy-paste SSO KEY) as the key and 'data' as the message.
  • If you run a web application or service and you'd like your customers to be able to push their UserVoice events into your app, check out our uservoice-service-hooks repository on GitHub. Our service hooks are just simple Ruby classes that define a few user-configurable fields, provide messages for our different event types and include a method for shipping the data off to your app. Just fork that repo, write a Service Hook and some tests, and submit a pull request.

Campfire

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Our service hook integration with Campfire lets you push events like new tickets to Campfire. To set it up go to Settings -> Integrations -> Service Hooks -> Choose the "Campfire" option.  

You'll then be prompted to enter your authentication details and to choose which events you want pushed. Save your settings, and you're done!

Flowdock

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Our service hook integration with Flowdock lets you push events like new tickets to Flowdock. To set it up go to Settings -> Integrations -> Service Hooks -> Choose the "Flowdock" option. 

You'll then be prompted to enter your authentication details and to choose which events you want pushed. Save your settings, and you're done!

Hipchat

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Our service hook integration with Hipchat lets you push events like new tickets, Kudos and articles to Hipchat. To set it up go to Settings -> Integrations -> Service Hooks -> Choose the "Hipchat" option. 

You'll then be prompted to enter your authentication details and to choose which events you want pushed. Save your settings, and you're done!

Marketo

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With our service hook integration, you can pass valuable information about a lead and it's updated any time a user creates a new ticket, and it will show in Marketo at the end of a lead's profile.

To set it up go to Settings -> Integrations -> Service Hooks -> Choose the "Marketo" option. 

To get the SOAP API, User ID and Encryption Key—Log into Marketo and go to Admin -> Integrations -> SOAP API and get the SOAP API, User ID and Encryption Key and enter those details in UserVoice.

The field options lets you pass details about a user from UserVoice to Marketo. You can use one, all or none of the fields if you want.

In Marketo go to Admin -> Security -> Field Management -> Click "New Custom Field."

For each custom field, you will need to set the Type and get the API Name.
  • The Karma Score of the user (field Type:String)
  • When the last idea they supported was closed (field Type:DateTime)
You can also push User Traits (passed through the UserVoice widget) to Marketo. 
Each of these values would be passed as the field Type:String
  • MRR
  • LTV
  • User's current plan
  • User Type
Save your service hook, and you're good to go!

Nutshell

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Our service hook integration with Nutshell lets you push events like new tickets to Nutshell. To set it up go to Settings -> Integrations -> Service Hooks -> Choose the "Nutshell" option. 

You'll then be prompted to enter your authentication details and to choose which events you want pushed. Save your settings, and you're done!

Pardot

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Our service hook integration with Pardot lets you push events like new tickets to Pardot. To set it up go to Settings -> Integrations -> Service Hooks -> Choose the "Pardot" option. 

You'll then be prompted to enter your authentication details and to choose which events you want pushed. Save your settings, and you're done!

Slack

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Our service hook integration with Slack lets you push events like new tickets to Slack. To set it up go to Settings -> Integrations -> Service Hooks -> Choose the "Slack" option. 

You'll then be prompted to enter your authentication details and to choose which events you want pushed. Save your settings, and you're done!

SugarCRM

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Our service hook integration with SugarCRM lets you push tickets to SugarCRM. To set it up go to Settings -> Integrations -> Service Hooks -> Choose the "SugarCRM" option. 

You'll then be prompted to enter your authentication details and to choose which events you want pushed. Save your settings, and you're done!

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