How it Works
Adding the FullStory to your Desk.com account involves some configuration changes as well as an update to the widget that you use to send tickets into Desk.
Instructions
From the Admin panel in Desk.com:
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1. On the Cases tab, navigate to Cases > Custom Fields and create a new field with the following information:
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• Name: FullStory Session
• Key: fs_session
• Data Type: text
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2. On the same tab, navigate to Integration URLs and click Add Integration URL. Enter the following:
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• Name: FullStory Session
• Description: View the user's session in FullStory
• Open Location: New browser window
• URL: https://{{case.custom_fs_session}}
• Enabled: Yes
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3. On the Channels tab, navigate to Support Center > Overview and click Edit Settings. Set “Allow Frame Embedding” to on and save.
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Widget updates
On the Channels tab of the admin panel, navigate to Email > Widgets. If you are already using a custom theme, click on the theme to begin editing it. Otherwise, use the Add Theme button to create a new custom theme.
- Name the theme ("FullStory Widget", for example).
- In the Header box, find the style tag and add the following style just before the <\style> tag:
.fs_session {
display:none;
}
- Add the following item inside the first div in the Body box and then click Update your widget:
<div class="input fs_session"><span class="form_label">FS Session:</span>
{{ ticket_custom_fs_session }}
</div>
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- Now we need to make a couple of small changes to what appears inside that
new DESK.Widget({......}).render()
call. First, add a reference to the container element for your Desk.com widget:
new DESK.Widget({
id: "deskWidgetId",
.....
}).render();
Make sure that the id on the HTML element matches the name that you put in the "id" field. Second, you need to set the value of the new custom URL field. Within the call tonew DESK.Widget({......}).render()
, you should find a references to fields:{ ticket: {...}}
. Add a reference to the custom URL like so:
fields: {
ticket: {
custom_fs_session: currentSessionUrl
}, ...
If you already have other items inside fields.ticket
, just add custom_fs_session
at the end.
-
The end result of these widget updates should look something like this:
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<script>
// The FullStory script contents need to be here.
// The _fs_ready function that you will need to add is below.
var _fs_ready = function() {
var currentSessionUrl = FS.getCurrentSessionURL();
currentSessionUrl = currentSessionUrl.split("://")[1];
new DESK.Widget({
version: 1,
id: "deskWidgetId", // The id of the HTML element in which you want to render the Desk.com widget
site: 'your_desk_page.desk.com',
port: '80',
type: 'email',
displayMode: 1, //0 for popup, 1 for lightbox
features: {},
fields: {
ticket: {
// Any other Desk.com ticket fields that you want to show
custom_fs_session: currentSessionUrl
},
}
}).render();
} // Don’t forget to close the _fs_ready function
</script>
This code makes sure that the session field is invisible to the user but is populated by FullStory, so that you get a session link when you view the ticket in Desk.com. When you open a case, The FullStory session link will now appear in the Info Links menu.

Related Content
Desk.com Configuration Instructions