How to integrate SAS with UserVoice

UserVoice is an online support ticket system that enables you to keep track of all new support tickets submitted by your customers, whether online or via phone. If your business uses this software, integrating your account with the UserVoice 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 UserVoice cases.

Follow the step-by-step instructions below to connect UserVoice to your SAS account. In this tutorial, you'll learn how to:

Connect UserVoice 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 the UserVoice logo.

2. On the next screen, type your UserVoice  account nameKey and Secret in the boxes, and then click Connect to my account.

Setting Contact Data Parameters

1. Now that UserVoice is connected to the app, click  Add configuration to begin the setup. The UserVoice Integration section will be displayed. This is where you'll set the parameters for how you'd like call data to be sent to UserVoice.

2. First, select the  Script that you'll be connecting.

3. Now, you'll need to tell the system how to manage the caller's contact details. Choose what email address UserVoice will show in each new case entry by selecting an option next to  Send Data.

If  Send call data on behalf of email provided by caller. is chosen, cases will be created under the email address the caller provides. Note that if the caller does not provide an email address, data will be sent from notifications@sasdesk.com by default.

If  Send call data from notifications@sasdesk.com is chosen, cases will be created under the email address notifications@sasdesk.com.

If  Send data from email address is chosen, cases will be created under the static email address you enter.

Create Your Support Ticket

Once the configurations are set, you'll need to create the content of the case we'll be starting in UserVoice.

1. Next to  Case body, 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.

Keep in mind that you can build a separate integration for every script path, each with their corresponding step labels.

Click and drag the variables from the left side to 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]."

UserVoice Custom Mappings (Optional)

Once the data section is complete, you can map your call data directly to specific UserVoice 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 UserVoice's case 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 static 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 UserVoice Field.

The  Object drop down gives you only one option, Ticket.

The  Type drop down gives you options for Standard or Custom. Selecting either option will bring up the default fields for that type.

The last drop down will display the  fields within your UserVoice setup.

Integrate UserVoice 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. Keep in mind that you'll want to create the web pop step at the end of the script path and before the closing.

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. 

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