How to integrate SAS Flex 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.

In this article we'll discuss:

Connect Pivotal Tracker with the SAS Pivotal Tracker App
Set Contact Data Parameters
Configure Custom Mappings (Optional)
Integrate Pivotal Tracker into Your Script

Connect Pivotal Tracker with Your SAS Flex Account

In the SAS Flex portal, click Integrations from the left side menu.

From the Apps screen, click the Install button next to the Pivotal Tracker CRM logo.

Enter your Pivotal Tracker API Key and click Save & Connect.

Setting Contact Data Parameters

Now that Pivotal Tracker is connected to the app, click Add configuration to begin the set-up.

First, name your Configuration. This is how your Pivotal Tracker integration will be displayed within your SAS Flex portal. Then, 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.

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.

To begin, click Add Mapping.

In the first drop down box, select either Collector or Text.

Collector will allow you to use specific SAS script variables to populate Pivotal Tracker's support ticket fields. If you select Collector, use the dropdown in the second column 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.

After you've completed the second column, you will set the Object, Type and Mapping.

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 Mapping drop down will display the Standard fields within your Pivotal Tracker setup.

Repeat the steps 1-3 until you've completed the custom mappings.

If you want to remove any mapping, hover over the section you want removed and click Delete

When you are finished, click Save.

Back on the main Pivotal Tracker page, you can Disable, Edit or Delete your configuration by clicking on the 3-dot icon adjacent to your configuration.

Integrate Pivotal Tracker into Your Script

When all of your integration settings are complete, contact SAS at service@specialtyansweringservice.net to add the integration into the appropriate block in your SAS script, or follow these instructions to integrate the app yourself.

If you've disconnected and reconnected your configuration at any point, you'll need to re-integrate it into your script.