Testing Your Desk Data Viewer Settings

Within Teamwork Desk, you can use the template editor to test and preview your Desk Data Viewer settings.

The Data Viewer is designed to allow you to fetch data from remote systems and display that data in Desk. You can make calls to open and authenticated JSON APIs and use a template to format how the response will look.

Go to the Integrations subsection of your site settings and select the Desk Data Viewer option.

While viewing the integration, scroll to the Template editor subsection below the integration settings.

Desk data

At the top of this editor, you can use the dropdown to change between ticket and customer examples.

These examples show the data available for replacement in the Query and Body settings using the replacement identifier

${
        }

For example, if you want to get the value of a customer's email for use in the Query string, you can use ${ticket.customer.email}.
This convention can also be used when designing a template (Template > Adaptive Cards).

This editor should contain an example of a real ticket's data from your site in order to successfully test the connection with your API.

You do have the option to change the data values in the editor when testing to see how the API response changes when different data is passed to it.

Response

The Response editor contains the response from the API. It will be used in the Display section to see what the data will look like once rendered.

It can be manually entered or can be fetched from an API using the settings you have provided.

Template

Choose a template option for how the response data will be displayed in the ticket.

JSON explorer (default option) - will print the response data in a JSON tree format that can be explored via expanded and collapsed nodes.

Adaptive cards - allows you to define how the JSON data will be rendered using a second JSON file as a template.

When designing a template, you have access to the response data in the ${response} object and Desk data in the $[desk} object.
You can learn more about Microsoft's adaptive cards here.
Example:

{
  "type": "AdaptiveCard",
  "body": [
    {
      "type": "TextBlock",
      "spacing": "None",
      "weight": "NOrmal",
      "text": "API item title ${response.title}" from user ${desk.ticket.customer.email},
    }
  ],
  "$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
  "version": "1.3"
}

Display

Preview how the Data Viewer will render the response data.

By default, the data will be displayed in a subsection of the ticket details panel on the right of an individual ticket.

You can also choose to display the data in a modal which will instead display a button in the ticket sidebar. When clicked, the Data Viewer will open in a pop-up window. This option is useful:

When a large amount of data is expected in the response.
For APIs with rate limits - a call to the API will not be made unless you click the button.

For more information, see: Using the Desk Data Viewer Integration

Knowledge Base