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Integrate MindTouch into your help desk or CRM (TCS)

MindTouch officially supports integration with help desks and CRMs like Salesforce, SAP Service OnDemand and Zendesk. There are a lot of help desks and CRMs out there though, and we want you to be able to leverage the benefits of MindTouch within them. This article reviews how to set up integration with any help desk. 

After completing this how-to you will be able to search your MindTouch site from your help desk or CRM along with post contents from your help desk or CRM into MindTouch.  



This documentation/integration isn't commercially supported by MindTouch.  

Download the help desk SDK

To get started with this, download the MindTouch Help Desk and CRM SDK. This includes sample code that you can tweak to tie into your MindTouch install.

Configure settings in SDK

Once you have downloaded the SDK, extract the zip file and open up the folder. Within the folder you'll see three files:

  • helpdesk.html
  • helpdesk.js
  • helpdesk.css

Edit helpdesk.html and find the following line:

MindTouch.URL = "";

Change the highlighted url to your MindTouch site. Note that you'll want to use the HTTPS address for your site to ensure that you don't receive mixed content errors when embedding within an application.

After you modify the site url, then open the file in your browser.  You'll see 2 blocks: a Search MindTouch and a Post to MindTouch block. The Search block can be passed a parameter to automatically force a search.  The query parameter can be set in the helpdesk.html in the following line:

MindTouch.DefaultSearch = 'test';

You can also manually enter a search query and the search results will automatically update to correspond to the search query.  

The Post block supports passing parameters through it as well including the name of the article that will be created, contents of the article which can be a fixed variable or custom HTML and even tags.

  MindTouch.DefaultTicketTitle = 'New Article';
  MindTouch.DefaultTicketBody = 'Body of new Article';
  MindTouch.DefaultTags = "tag1, tag2, tag3";
  MindTouch.DefaultTicketHtml = 'Custom HTML can be added here to override the Ticket Body';

Once you have set your default values, you can click on the Post Article button to post the content to your MindTouch site. Once you have the functionality configured you can embed this within your Helpdesk or CRM to fully leverage your MindTouch content.

What's next

This provides a starting point for building out a custom integration, but you can even write the integration yourself with our API documentation and if you need help, MindTouch's Professional Services team can scope out and aid in the development.   


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