Why the old setup instructions have changed
Salesforce lists 13 March 2020 as Desk.com’s retirement date in its product retirement record.
The former article described Desk.com’s reply templates and its {{sender.id}} and {{case.id}} fields. Those instructions should not be used to configure a new help desk. This page keeps the old help address useful for anyone following an existing link.
Set up the system you use now
Use the guide for your replacement system and map its own staff identifiers before applying a shared template.
- Salesforce email templates
- Zendesk triggers
- Freshdesk notifications
- Help Scout’s Hively app
- Personal email signatures
Desk.com and Salesforce template fields are different. Do not paste an old Desk.com snippet into a replacement product or assume its staff IDs carry over.
Existing feedback and links
Replacing a template is separate from changing historic feedback or previously distributed rating links.
Keep a copy of your old configuration while checking the new setup. If you need help with an old rating link, contact Hively support with a description of the issue and the replacement system. This retirement notice does not remove Hively’s legacy integration handling.