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Desk365

Desk365 is a cloud-based, AI-enhanced helpdesk built for the Microsoft 365 ecosystem, enabling exceptional customer service through Microsoft Teams, Email, Web Forms/Widgets, and more. Automate routine tasks and save time with an intuitive, feature-packed web app that features a unified inbox to manage all customer interactions. Desk365 also integrates Artificial Intelligence to draft agent responses and employs Microsoft Copilot, enhancing seamless collaboration on customer service tickets.

This connector is available in the following products and regions:

Service Class Regions
Logic Apps Standard All Logic Apps regions except the following:
     -   Azure Government regions
     -   Azure China regions
     -   US Department of Defense (DoD)
Power Automate Premium All Power Automate regions except the following:
     -   US Government (GCC)
     -   US Government (GCC High)
     -   China Cloud operated by 21Vianet
     -   US Department of Defense (DoD)
Power Apps Premium All Power Apps regions except the following:
     -   US Government (GCC)
     -   US Government (GCC High)
     -   China Cloud operated by 21Vianet
     -   US Department of Defense (DoD)
Contact
Name Desk365 Support
URL https://www.desk365.io/contact/
Email help@desk365.io
Connector Metadata
Publisher Kani Technologies Inc
Website https://www.desk365.io/
Privacy policy https://www.desk365.io/privacy-policy/
Categories IT Operations; Productivity

Desk365

Desk365 is a cloud-based modern helpdesk for the Microsoft 365 workplace that lets you deliver outstanding customer service through channels like Microsoft Teams, Email, Web Forms/Widgets and more. Automate repetitive work and save time with Desk365’s intuitive, feature-rich web app that comes with a unified inbox to manage all your customer conversations.

Publisher: Kani Technologies Inc

Prerequisites

You will need to have an active Desk365 subscription to leverage this connector.

Supported Operations

When a Ticket is Created

This will trigger when a ticket is created.

When a Ticket is Updated

This will trigger when a ticket is updated.

When a Note is added to a Ticket

This will trigger when a note is added to a ticket.

When a Reply is added to a Ticket

This will trigger when a reply is added to a ticket.

Create a Ticket

Action used to create a new ticket.

Update a Ticket

Action used to update a specific ticket.

Add a note to a ticket

Action used to add a note to a specific ticket by specifying the ticket number. You can also make the note public or private.

Get Ticket

Action used to get a specific ticket by specifying the ticket number.

Get all tickets

Action used to get all tickets. You can also customize your query based on filters.

Obtaining Credentials

You will need an API Key to access the Desk365 API. Please contact help@desk365.io to request access.

Known Issues and Limitations

By default, the operation "Get all tickets" do not include the description of the ticket in the response. However, you can choose to include it by setting the "Include Description" parameter to "Yes".

Creating a connection

The connector supports the following authentication types:

Default Parameters for creating connection. All regions Not shareable

Default

Applicable: All regions

Parameters for creating connection.

This is not shareable connection. If the power app is shared with another user, another user will be prompted to create new connection explicitly.

Name Type Description Required
API Key securestring The API Key for this api True

Throttling Limits

Name Calls Renewal Period
API calls per connection 100 60 seconds

Actions

Add a note to a ticket

Add a note to a ticket.

Create a ticket

Create a ticket.

Get a ticket

Get a ticket by Id.

Get all tickets

Get all tickets.

Update a ticket

Update a ticket.

Add a note to a ticket

Add a note to a ticket.

Parameters

Name Key Required Type Description
Ticket Number
ticket_number True integer

The ticket number to add a note to.

Content
Content True string

The content of the note.

Agent Email
AgentEmail string

Email address of the agent who is adding the note.

Notify Agent
NotifyAgent string

Email addresses of agents(separated by comma) who need to be notified about this note.

Private
Private string

Indicates if this is a private note (default is 'Yes').

Returns

Name Path Type Description
Ticket Number
TicketNumber integer

The unique Id of the ticket.

Content
Content string

Content of the note in HTML.

Content Text
ContentText string

Content of the note in plain text.

Notified Agents
NotifiedAgents string

Email addresses of agents(separated by comma) who were notified about this note.

Created By
CreatedBy string

Email address of the agent who added the note.

Contact Email
ContactEmail string

Email address of the ticket requester.

Created On
CreatedOn string

Note created timestamp (in format yyyy-mm-dd hh:mm:ss).

Private
Private string

Indicates if this is a private note ('Yes'/'No').

Create a ticket

Create a ticket.

Parameters

Name Key Required Type Description
Agent
Agent string

Email address of the agent.

Category
Category string

Category of the ticket.

Email
Email True string

Email of the requester.

Description
Description True string

Description for the ticket.

Priority
Priority string

Priority for the ticket

Status
Status string

Status of the ticket.

Subject
Subject True string

Subject for the ticket

Type
Type string

Type of ticket.

Returns

Name Path Type Description
Agent
Agent string

Agent assigned to the ticket.

Category
Category string

Category of the ticket.

Contact Email
ContactEmail string

Email address of the requester.

Created On
CreatedOn string

Ticket creation timestamp (in format yyyy-mm-dd hh:mm:ss).

Description
Description html

Description of the ticket in HTML.

Description Text
DescriptionText string

Description of the ticket in plain text.

Group
Group string

The name of the group to which the ticket is assigned.

Priority
Priority string

Priority of the ticket.

Source
Source string

The channel through which the ticket was created.

Status
Status string

Status of the ticket.

Subcategory
Subcategory string

Subcategory of the ticket.

Subject
Subject string

Subject of the ticket.

Ticket Number
TicketNumber integer

The unique Id of the ticket.

Type
Type string

Type of ticket.

Updated On
UpdatedOn string

Ticket updated timestamp (in format yyyy-mm-dd hh:mm:ss).

Resolved On
ResolvedOn string

Ticket resolved timestamp (in format yyyy-mm-dd hh:mm:ss).

Closed On
ClosedOn string

Ticket closed timestamp (in format yyyy-mm-dd hh:mm:ss).

Get a ticket

Get a ticket by Id.

Parameters

Name Key Required Type Description
Ticket Number
ticket_number integer

The unique Id of the ticket.

Returns

Name Path Type Description
Agent
Agent string

Agent assigned to the ticket.

Category
Category string

Category of the ticket.

Closed On
ClosedOn string

Ticket closed timestamp (in format yyyy-mm-dd hh:mm:ss).

Contact Email
ContactEmail string

Email address of the requester.

Created On
CreatedOn string

Ticket creation timestamp (in format yyyy-mm-dd hh:mm:ss).

Description
Description html

Description of the ticket in HTML.

Description Text
DescriptionText string

Description of the ticket in plain text.

Group
Group string

The name of the group to which the ticket is assigned.

Priority
Priority string

Priority of the ticket.

Resolved On
ResolvedOn string

Ticket resolved timestamp (in format yyyy-mm-dd hh:mm:ss).

Source
Source string

Channel through which the ticket was created.

Status
Status string

Status of the ticket.

Subcategory
Subcategory string

Subcategory of the ticket.

Subject
Subject string

Subject of the ticket.

Ticket Number
TicketNumber integer

The unique Id of the ticket.

Type
Type string

Type of the ticket.

Updated On
UpdatedOn string

Ticket updated timestamp(in format yyyy-mm-dd hh:mm:ss)

Get all tickets

Get all tickets.

Parameters

Name Key Required Type Description
offset
offset integer

Get next 30 tickets from offset value.

Order by
order_by string

Sort tickets by created/updated time.

Order type
order_type string

Sort tickets in ascending/descending order.

Updated Since
updated_since string

Get a list of tickets that have shown any activity since the specified time yyyy-mm-dd hh:mm:ss.

Include Description
include_description string

Indicates if description is included or not (default is 'No')

Returns

Name Path Type Description
Count
count integer

Total tickets count.

tickets
tickets array of object

tickets

Ticket Number
tickets.TicketNumber integer

The unique Id of the ticket.

Contact Email
tickets.ContactEmail string

Email address of the requester.

Subject
tickets.Subject string

Subject of the ticket.

Description
tickets.Description string

Description of the ticket in HTML.

Description Text
tickets.DescriptionText string

Description of the ticket in plain text.

Status
tickets.Status string

Status of the ticket.

Source
tickets.Source string

Channel through which the ticket was created.

Priority
tickets.Priority string

Priority of the ticket.

Type
tickets.Type string

Type of the ticket.

Agent
tickets.Agent string

Agent assigned to the ticket.

Group
tickets.Group string

Name of the group to which the ticket has been assigned.

Category
tickets.Category string

Category of the ticket.

Subcategory
tickets.Subcategory string

Subcategory of the ticket.

Created On
tickets.CreatedOn string

Ticket creation timestamp (in format yyyy-mm-dd hh:mm:ss).

Updated On
tickets.UpdatedOn string

Ticket updated timestamp (in format yyyy-mm-dd hh:mm:ss).

Resolved On
tickets.ResolvedOn string

Ticket resolved timestamp (in format yyyy-mm-dd hh:mm:ss).

Closed On
tickets.ClosedOn string

Ticket closed timestamp (in format yyyy-mm-dd hh:mm:ss).

Update a ticket

Update a ticket.

Parameters

Name Key Required Type Description
Ticket number
ticket_number True integer

The unique Id of the ticket.

Subject
subject string

Subject of the ticket.

Description
description string

Description of the ticket.

Status
status string

Status of the ticket.

Priority
priority string

Priority of the ticket.

Type
type string

Type of ticket.

Agent
assign_to string

Email address of the agent.

Category
category string

Category of the ticket.

Returns

Name Path Type Description
Agent
Agent string

Agent assigned to the ticket.

Category
Category string

Category of the ticket.

Closed On
ClosedOn string

Ticket closed timestamp (in format yyyy-mm-dd hh:mm:ss).

Contact Email
ContactEmail string

Email address of the requester.

Created On
CreatedOn string

Ticket creation timestamp (in format yyyy-mm-dd hh:mm:ss).

Description
Description html

Description of the ticket in HTML.

Description Text
DescriptionText string

Description of the ticket in plain text.

Group
Group string

Name of the group to which the ticket is assigned.

Priority
Priority string

Priority of the ticket.

Resolved On
ResolvedOn string

Ticket resolved timestamp (in format yyyy-mm-dd hh:mm:ss).

Source
Source string

The channel through which the ticket was created.

Status
Status string

Status of the ticket.

Subcategory
Subcategory string

Subcategory of the ticket.

Subject
Subject string

Subject of the ticket.

Ticket Number
TicketNumber integer

The unique Id of the ticket.

Type
Type string

Type of ticket.

Updated On
Updated On string

Ticket updated timestamp (in format yyyy-mm-dd hh:mm:ss).

Triggers

When a note is added to a ticket

When a note is added to a ticket.

When a reply is added to a ticket

When a reply is added to a ticket.

When a ticket is created

When a ticket is created.

When a ticket is updated

When a ticket is updated.

When a note is added to a ticket

When a note is added to a ticket.

Parameters

Name Key Required Type Description
Agent
Agent string

Email address of the agents who added the note separated by comma (If left blank, the trigger will run for all agents)

Content
Content string

String to look for in the note (If left blank, the trigger will run for all notes).

Private
Private string

Select privacy (If left blank, the trigger will run regardless of Privacy).

Returns

Name Path Type Description
Ticket Number
TicketNumber integer

The unique Id of the ticket.

Content
Content string

The content of the note in HTML.

Content Text
ContentText string

The content of the note in plain text.

Contact Email
ContactEmail string

Email address of the ticket requester.

Private
Private string

Indicates if this is a private note ('Yes'/'No').

Created By
CreatedBy string

Email address of the agent who added the note to the ticket.

Created On
CreatedOn string

Note added timestamp (in format yyyy-mm-dd hh:mm:ss).

Notified Agents
NotifiedAgents string

Email addresses of agents(separated by comma) who were notified about this note.

When a reply is added to a ticket

When a reply is added to a ticket.

Parameters

Name Key Required Type Description
Content
Content string

String to look for in the reply (If left blank, the trigger will run for all replies).

Response Type
ResponseType string

Indicates if the reply is added by agent or contact (If left blank, the trigger will run regardless of response type).

Returns

Name Path Type Description
Ticket Number
TicketNumber integer

The unique Id of the ticket.

Content
Content string

The content of the reply in HTML.

Content Text
ContentText string

The content of the reply in plain text.

Created By
CreatedBy string

Email address of the agent/contact who replied to the ticket.

Created On
CreatedOn string

Reply added timestamp (in format yyyy-mm-dd hh:mm:ss).

Contact Email
ContactEmail string

Email address of the ticket requester.

CC Emails
CCEmails string

Email addresses(separated by comma) that are cc'ed with this reply.

Response Type
ResponseType string

Indicates if the reply is added by agent or contact('Agent'/'Contact').

When a ticket is created

When a ticket is created.

Parameters

Name Key Required Type Description
Contact Email
ContactEmail string

Email address of the requesters separated by comma (If left blank, the trigger will run for all contacts)

Subject
Subject string

String to look for in the Subject(If left blank, the trigger will run for all subjects).

Status
Status string

Statuses separated by comma (If left blank, the trigger will run for all statuses)

Priority
Priority string

Priorities separated by comma (If left blank, the trigger will run for all priorities)

Agent
Agent string

Email address of the agents separated by comma (If left blank, the trigger will run for all agents)

Group
Group string

Groups separated by comma (If left blank, the trigger wil run for all groups)

Returns

Name Path Type Description
Agent
Agent string

Agent assigned to the ticket.

Category
Category string

Category of the ticket.

Closed On
ClosedOn string

Ticket closed timestamp (in format yyyy-mm-dd hh:mm:ss).

Contact Email
ContactEmail string

Email address of the requester.

Created On
CreatedOn string

Ticket creation timestamp (in format yyyy-mm-dd hh:mm:ss).

Description
Description html

Description of the ticket in HTML.

Description Text
DescriptionText string

Description of the ticket in plain text.

Group
Group string

The name of the group to which the ticket is assigned.

Priority
Priority string

Priority of the ticket.

Resolved On
ResolvedOn string

Ticket resolved timestamp (in format yyyy-mm-dd hh:mm:ss).

Source
Source string

Channel through which the ticket was created.

Status
Status string

Status of the ticket.

Subcategory
Subcategory string

Subcategory of the ticket.

Subject
Subject string

Subject of the ticket.

Ticket Number
TicketNumber integer

The unique Id of the ticket.

Type
Type string

Type of the ticket.

Updated On
UpdatedOn string

Ticket updated timestamp(in format yyyy-mm-dd hh:mm:ss)

When a ticket is updated

When a ticket is updated.

Parameters

Name Key Required Type Description
Contact Email
ContactEmail string

Email address of the requesters separated by comma (If left blank, the trigger will run for all contacts)

Subject
Subject string

String to look for in the Subject(If left blank, the trigger will run for all subjects).

Status
Status string

Statuses separated by comma (If left blank, the trigger will run for all statuses)

Priority
Priority string

Priorities separated by comma (If left blank, the trigger will run for all priorities)

Agent
Agent string

Email address of the agents separated by comma (If left blank, the trigger will run for all agents)

Group
Group string

Groups separated by comma (If left blank, the trigger wil run for all groups)

Returns

Name Path Type Description
Agent
Agent string

Agent assigned to the ticket.

Category
Category string

Category of the ticket.

Closed On
ClosedOn string

Ticket closed timestamp (in format yyyy-mm-dd hh:mm:ss).

Contact Email
ContactEmail string

Email address of the requester.

Created On
CreatedOn string

Ticket creation timestamp (in format yyyy-mm-dd hh:mm:ss).

Description
Description html

Description of the ticket in HTML.

Description Text
DescriptionText string

Description of the ticket in plain text.

Group
Group string

The name of the group to which the ticket is assigned.

Priority
Priority string

Priority of the ticket.

Resolved On
ResolvedOn string

Ticket resolved timestamp (in format yyyy-mm-dd hh:mm:ss).

Source
Source string

Channel through which the ticket was created.

Status
Status string

Status of the ticket.

Subcategory
Subcategory string

Subcategory of the ticket.

Subject
Subject string

Subject of the ticket.

Ticket Number
TicketNumber integer

The unique Id of the ticket.

Type
Type string

Type of the ticket.

Updated On
UpdatedOn string

Ticket updated timestamp(in format yyyy-mm-dd hh:mm:ss)