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Manage Magento customer requests using Freshdesk
Community Edition only
Community Edition only
Note: Supported Magento versions are 1.7 to 1.9.3
Integrating Freshdesk and Magento enables you to access customer information easily from your Magento account - such as shipping addresses, invoices and order info - in your helpdesk right next to their tickets. These details will be visible as part of the Ticket Details view.
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, for easy differentiation. To learn how to set this up, click here.
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.
Installing the Freshdesk app:
- Start off by downloading the Freshdesk extension from Magento's marketplace. Once you do, you'll get a license key. Make sure you write down this license key. You're going to need it.
- Log into your Magento Admin Panel.
- Head over to the Systems button on the menu bar and choose Magento Connect > Magento Connect Manager.
- Login to verify your credentials, and enter the license key under Install New Extensions.
- Hit Install.
- Check out your Admin menu bar now. There should be a new "Freshdesk" button there, right between "Reports" and "CMS".
Connecting Freshdesk to Magento
- Head over to your support portal and right click on your Profile icon.
- Go to Profile Settings and note down your API key which should be on the rightmost column and to the bottom of the page.
- Now, it's back to Magento's Admin Panel. Hover over the Freshdesk tab and choose Settings from its dropdown menu (You can also get to this page by hovering over "Systems", choosing "Configuration" in the drop-down menu that appears and scrolling down the menu bar to your left until you get to "Freshdesk").
Enter your account details: your Freshdesk domain name, your email address. Please make sure that the admin agent that you add has global access to tickets. Remember that API key you noted down from your portal? Paste that into Admin API key's ticket field.
Now, you have to make sure that Magento will know how to associate orders with tickets by creating a custom ticket field that'll correspond with Magento's order ID field. You can name this custom field any number of things, but right now we'll call it "Order ID".
If you haven't created a custom ticket field just yet, head over to Freshdesk's Ticket Form settings by clicking on the Freshdesk Ticket Fields hyperlink in the Order ID linking section. Here's how you can create a custom ticket field.
Scroll on down to decide what your customers can and can't see. Magento lets you choose whether you want to let your customers view their tickets right from within their Magento account (a capability that you can also turn off). You can also choose to display recent tickets in your customer's Account Dashboard.
Setting up the Feedback Widget
You can choose whether you want to enable your feedback widget or not, right from within Magento. If you do choose to enable the widget, copy the feedback widget code from your support portal to over here. Please note that you can customize the widget only within Freshdesk. So anytime you make changes to the feedback widget in Freshdesk, you have to make sure that the changes are reflected here as well.
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 just 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.
And you're done! Now that you've set up the integration, stroll on over to view your ticket history in the Freshdesk tab (Tickets will show you your tickets and Go to Freshdesk will take you directly to your portal). You can also create tickets right from within Magento.