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

Operation ID:

AddNote

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

Operation ID:

CreateTicket

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

Operation ID:

GetTicket

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

Operation ID:

GetAllTickets

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

Operation ID:

UpdateTicket

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

Operation ID:

AddNoteWebhook

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

Operation ID:

AddReplyWebhook

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

Operation ID:

CreateTicketWebhook

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

Operation ID:

UpdateTicketWebhook

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)