Blocks — quick access to information from other systems while working with a client's request to increase the response speed and quality. For example, customer card in CRM, task update from the bug tracker, link to external service, etc.

In Usedesk, you can add two types of blocks to the ticket:

  • Static — contains permanent data and a link to the external system, which can be changed manually in the block settings;
  • Dynamic — displays the actual (changing) data automatically because it regularly exchanges information with the external system through the webhook. With it, it is convenient to receive data from CRM-systems and bug-trackers.

To add a block, go to «Settings» → «Blocks» and select the block by clicking on «+».

1. Fill out the fields in the static block:

  • Name — the name of the system;
  • Title — the name of the block that will be displayed in the ticket;
  • Content — description, links, HTML-code, buttons that will be available for going to the system, etc.;
  • Enabled — check the box to activate the block.

2. In the dynamic block, in addition to the name, title and content (see above), add webhook data to transfer information from the external system: URL, secret key, and POST request parameters. your developers will prompt them. For the most popular integrations, there are separate instructions for connecting and configuring dynamic blocks: RetailCRM, JIRA, AmoCRM.

Note! Data in POST parameters of dynamic blocks can be encrypted. To do so, check the «Encode» checkbox to the right of the desired parameter. This will be necessary to transfer personal data (for example, logins and passwords from integrated services).

After making all changes, click «Save».

Connected blocks are displayed on the right side of the ticket, under the history of the client.