How to integrate SAS with Pivotal Tracker
SAS offers a number of call center integrations that are designed to make your life easier. Pivotal Tracker is an online project planning tool that tracks projects ("stories") as they move through your workflow. If your business uses this software, integrating your account with the Pivotal Tracker app in the portal will automatically push data from your calls into your ticketing system. This eliminates the need for you to do double the work, converting messages into Pivotal Tracker cases.
Follow the step-by-step instructions below to connect Pivotal Tracker to your Specialty Answering Service account. In this tutorial, you'll learn how to:
- Connect Pivotal Tracker with the SAS Pivotal Tracker App
- Set Contact Data Parameters
- Create Your Support Ticket
- Configure Custom Mappings (Optional)
- Integrate Pivotal Tracker into Your Script
Connect Pivotal Tracker with Your SAS Account
1. In the SAS Desk portal, click Apps from the left side menu. From the Apps screen, click the Configure button under Pivotal Tracker logo.
2. On the next screen, type your Pivotal Tracker Username and Password, and then click Connect to my account.
Setting Contact Data Parameters
1. Now that Pivotal Tracker is connected to the app, click Add configuration to begin the set-up.
2. The Pivotal Tracker Integration section will be displayed. This is where you'll set the parameters for how you'd like call data to be sent to Pivotal Tracker.
3. First, select the Script that you'll be connecting.
4. Next, you'll need to tell the system which Pivotal Tracker project to associate with this integration. Callers' details will be sent to the project you select.
Create Your Support Ticket
Once the configurations are set, you'll need to create the content of the case we'll be starting in Pivotal Tracker.
1. Next to Description, you'll see a list of all of the custom step labels associated with the campaign you selected, in addition to default variables, such as [FirstName], [PhoneNumber], [Email], etc. If you have multiple paths in your script, they will each have a different set of variables. So, you'll need to access the call script builder to determine the step labels in the specific path you are mapping.
You can build a separate integration for every script path, each with their corresponding step labels.
Click variables from the left side, and they will populate in the box on the right.
2. After you add the variables that you'd like to appear in the case, be sure to format them by placing each element on a separate line. You can also add headings such as, "Phone Number: [PhoneNumber]."
Pivotal Tracker Custom Mappings (Optional)
Once the data section is complete, you can map your call data directly to specific Pivotal Tracker fields by adding Custom mappings.
1. To begin, click Add new option.
2. In the first drop down box, select either SAS or Text.
SAS will allow you to use specific SAS script variables to populate Pivotal Tracker's support ticket fields. If you select SAS, the second column will allow you to select a script variable.
Text gives you the option to type your own data rather than using SAS variables. If you select Text, the second column will be a blank box where you can type specific information.
3. After you've completed the second column, you will set the Object, Type and Pivotal Tracker Field.
The Object drop down gives you one option: Story. The Object determines which default fields will be available.
The Type drop down gives you one option: Standard. Selecting Standard will bring up the default fields for the Story Object.
The last drop down will display the Standard fields within your Pivotal Tracker setup.
Integrate Pivotal Tracker into Your Script
With all of your integration settings complete, you'll need to add the integration into your SAS script.
1. Click the Save configuration button in the lower right corner.
2. A pop-up will open containing the integration link. Right click to copy the link text, or highlight the link with your cursor and press CTRL+C. Then, click OK.
3. To complete the integration, follow the web pop instructions in this article. For convenience, paste the integration link into Word or Notepad. You'll need this handy to paste into the web pop.
NOTE: Some integrations and access to external websites are restricted to designated operator distribution groups. If you are adding either to your script, please reach out so we can make sure your account is assigned to the proper distribution.