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The Magento integration enables you to access customer information from your Magento account - such as shipping addresses, invoices, and order info - in your Ticket Details view in Freshdesk.


Notes:
  • This feature is currently not available on Freshdesk Mint.
  • Supported Magento versions are 1.7 to 1.9.3 (Community Edition).


You can link one instance of Magento to your helpdesk. Freshdesk will automatically fetch customer data from all the websites hosted on that one instance. Along with the customer’s details, Freshdesk will also show which shop the information is being retrieved from. See The Magento app: Part 2 - Access Magento Details in Freshdesk.


This article shows you how to link your Freshdesk and Magento accounts so you can view a customer's Freshdesk support history in your Magento account. Whenever you pull up a customer's order history in your admin panel, you can also view the issues they have raised and the feedback that they have shared.


Install the Freshdesk app from Magento's marketplace

  1. Download the Freshdesk extension. Write down the license key you receive.
  2. Log in to your Magento Admin Panel.
  3. In the menu bar, click Systems > Magento Connect > Magento Connect Manager.
  4. Login to verify your credentials, enter the license key under Install New Extensions, and click Install.

In your Admin menu, you should see a new "Freshdesk" button between "Reports" and "CMS".


Connect Freshdesk to Magento

  1. In Freshdesk, go to Profile (top right corner) > Profile Settings.
  2. Click View API Key and note down your API key.
  3. In Magento's Admin Panel, go to Freshdesk > Settings.  (Alternatively, go to Systems > Configuration and find Freshdesk in the left navigation bar.)
  4. Enter your account details: your Freshdesk domain name, admin email address, and API key. Ensure that the chosen admin email has global access to tickets.
  5. Under Order Id Linking, provide a Freshdesk custom ticket field that corresponds with Magento's Order ID field. See Creating custom fields in your ticket form.
  6. Under Customer View, decide what your customers can see, and click Save Config. You can let customers view their tickets within their Magento account. You can also display recent tickets in your customer's Account Dashboard.


Set up the Feedback Widget

You can enable your feedback widget from within Magento. To enable the widget, copy the feedback widget code from your support portal and paste it into the provided box. Note that you can customize the widget only within Freshdesk, and will need to update the code here whenever you change it.

  • If you choose to enable the "Contact Us" form field, every time someone fills out your form, a ticket is automatically created in your helpdesk.
  • You can also change the language settings of the ticket fields your customers see in the widget to suit the language of your Magento site. This can be done by renaming the ticket fields or changing the language in your Freshdesk account.
  • You can also make sure that Support is one of the links in your footer. The link will bring the clickers over to your support portal.


Your integration setup is complete. Go to the Freshdesk tab to view your ticket history. Tickets will show you your tickets and Go to Freshdesk will take you directly to your portal. You can also create tickets within Magento.