You can add apps to your Freshdesk account from the Freshdesk Apps Gallery. Based on an app's complexity and the availability of its features, it is either free or comes with a charge.
To install an app,
- Go to Admin > Support Operations > Apps > Marketplace
- Search for the app you wish to add and click Install.
- Under Settings, configure your Freshdesk Domain URL and API Key.
Your Freshdesk URL will be in the format <yourcompanyname>.freshdesk.com. You can fetch the URL from your address bar.
To fetch your API Key,
Go to Profile icon > Profile settings > Your API Key
When a user posts a comment in JIRA, an equivalent account is created in Freshdesk with one's JIRA email and the note is added to the Freshdesk ticket.
If the email address of the user is hidden in JIRA settings, the JIRA integration in your helpdesk will not be able to fetch it, and so a generic one will be used.
This usually happens when you configure notifications in JIRA and it is linked to one of the support addresses configured in Freshdesk.
You can just remove the support email address from the notification settings within JIRA to prevent this.
To understand why the status mapping in JIRA is not working,
1. Navigate to Admin -> Support Operations -> Apps -> JIRA Plus app settings -> General Settings to check how the status sync between JIRA and Freshdesk is setup.
2. Also, verify how your custom statuses on Freshdesk is mapped to the issue status on Jira
Freshdesk has many 3rd party integrations like Dropbox or OneDrive with which agents/customers can use to send files larger than 20 MB. To set up the integrations with Google Drive, refer to this article and for Dropbox, you can click here.
Please check if the corresponding channel is configured under Admin -> Support Operations -> Apps -> Slack -> Edit.
If the channel has been deleted, the messages will not be pushed to the Slack channel.
Please check the following in the Slack app:
1. Make sure "Allow Slash Commands" is checked in the app configuration page. Please navigate to Admin -> Support Operations -> Apps -> click on slash integration to see the settings (gear icon) where you could see this configuration.
2. Make sure that the correct Slash command token (obtainable when you create the slash command) is copied to Freshdesk-Slack app settings page.
3. Make sure the <user API token> entered along with the /fd_ticket command is the right one.
This might be because user does not have enough permissions to access the app.
In the SF page, navigate to Setup > Manage apps > Connected apps > “app name” and check if the user profile is listed in the profile section. If not, click on Manage profile and add the user profile.
When you are using dynamic variables to configure custom messages for Slack, please use the following variables for ticket description, last public note, and last private note so that only the text content of the description and notes is sent to Slack.
Otherwise, the HTML tags will get pushed to slack as well.
You can replace the placeholder with {{ticket.description_text}} or {{ticket.description | strip_html}} instead of {{ticket.description}} and this will just have the text portion included in the notification.
Yes, the integration allows only 20 private and public channels.
Of these, at least one channel should be available as Public (independent of the private channels).
As per the integration, the latest 200 messages would only be included in the text of the ticket.
The text content only from conversations will be included in the ticket. All files attached and snippets will be available as a clickable Slack link in your ticket.
You can integrate Freshdesk with the app called 'Hide/Disable Ticket Fields'.
When there are several irrelevant default and custom Ticket fields it is time-consuming for an agent to scroll through these fields while creating/updating a ticket. All Ticket fields except the mandatory fields will be available to Hide and/or Disable.
- Ability to display tickets fields relevant to agents
- Useful when a ticket field is used to hold background information that is of no relevance of value to an agent
- Reduce unnecessary clutter on agents’ interface
- Improve agents’ productivity
Refer this link for more details.
Yes, this is possible- however, please use the following variables for ticket description, last public note, and last private note so that only the text content of the description and notes is sent to Slack; otherwise, the HTML tags will get pushed to slack as well.
-
Use {{ticket.description_text}} in place of {{ticket.description}
-
Use {{ticket.latest_public_comment_text}} in place of {{ticket.latest_public_comment}}
- Use {{ticket.latest_private_comment_text}} in place of {{ticket.latest_private_comment}}
With the Freshmarketer integration, you can now view customer sessions on every ticket generated in Freshdesk. A session replay is a recording of the customer’s journey on a website or within a web application.
Benefits of this Session replay integration:
Get context about the issue that the customer has been facing, without having to ask them to elaborate the issue. For e.g. If a customer has been facing trouble with routing emails, you can look at the session replay and understand what went wrong.
Lesser email threads leading to decrease in resolution time.
Understand which part of your website/product is confusing to the customer.
Reduces the need to ask customers for screenshots. Instead replay the sessions.
Identify the solution articles visited by the customer to make sure that the support agent does not suggest the same.
Please refer this link for more details.
You may call the slash command again with the correct token, and the app will override the previously-stored incorrect one.
Please navigate to Admin -> Support Operations -> Apps -> Slack where this could be checked and modified.
This could happen due to the following reasons:
- The ticket format or description is incorrect.
- Ticket creation is done without mandatory fields (priority, source etc).
- Slack is not able to process certain details to Freshdesk.
Our Salesforce integration is bi-directional that is, one will able to see and create customer's Freshdesk tickets in their Salesforce contacts list and also will be able to see customer's account information under Freshdesk.
However, the editing fields with respect to Salesforce is one-way only. From Freshdesk, one will not be able to edit anything regarding Salesforce whereas the reverse is possible.
Please check whether you have marked the email address of the contact in the customers' tab as primary on Freshdesk.
If the email address of the contact is added as one of the secondary email addresses in Freshdesk, the corresponding account details from Salesforce would not be fetched into the ticket details within Freshdesk.
Please check the version of Salesforce that you are using. Salesforce has restricted API access, but there's no limitation in Freshdesk as such. So you’ll be able to see all Freshdesk data in Salesforce, but we will not be able to pull Salesforce data into Freshdesk.
REST API is available by default only on Developer, Enterprise, Unlimited, and Performance versions.
*Professional can have API Temporarily turned on by contacting your Account Executive.
Please review the article: Enabling API (https://help.salesforce.com/apex/HTViewSolution?urlname=Enabling-API&language=en_US)
Salesforce app can contain business logic such as classes, triggers, email services, etc. written in Apex and as a general rule, Apex is not supported in GE (General Edition)/PE (Professional Edition), so it will not run in these editions. Hence, any app that is based on APEX will usually give an error when installed from the Salesforce Marketplace.
We load ticket information using visual force pages in Salesforce, and so you'll have to allow cookies from freshdesk.na15.visual.force.com to ensure that you will be able to load this data in Salesforce.
So, clearing your browser cache should help - or please load this in an incognito/private window.
Yes, the details pertaining to the Salesforce contact information are displayed under the requester info section in a ticket.
Please navigate to the Tickets tab -> click on the ticket to go to the details page where the requestor information would be displayed at the right of the ticket description.
The Freshdesk-Salesforce integration helps in providing more information for the teams working on any one of these tools. For a team using Salesforce, it would be useful to add ticket information from Freshdesk to the customer's profile in Salesforce CRM.
This could be done with the help of the Ticket sync feature, part of the Freshdesk-Salesforce integration. This feature is available on-demand, from the Estate Plan of Freshdesk.
Kindly write to support@freshdesk.com to have this feature added to the Salesforce Integration app installed on your account.
You cannot create mailing lists in Freshdesk. However, you can make use of the Mailchimp integration with Freshdesk to create mailing lists in Mailchimp and to send out emails in bulk. Please refer this link for more details about Mailchimp.
Using the Freshdesk-Salesforce integration, you would be able to view the Ticket ID, Subject, and Properties in Salesforce.
As of now, ticket conversations and notes added to the ticket cannot be displayed in Salesforce, using the current version of the Salesforce integration app.
No, none of your existing data in Salesforce would be changed by this app.
However, the Freshdesk - Salesforce app might add contacts or companies from Freshdesk to your Salesforce contacts list if they are not already existing in the list.
Not all ticket properties in the system would be synced to Salesforce. If you make changes to the following 7 properties, they will be updated in Salesforce immediately:
Status
Priority
Ticket Type
Group
Agent
Due By time
Deleted or not
If you make changes to one of the above parameters, the entire ticket properties list gets synced to Salesforce. So if you wish to change a "sync not-supported parameter" (such as Source), be sure to change one of the above ones as well to reflect the changes immediately.
Mandatory custom fields in Salesforce Opportunities are not supported, for now, in the Salesforce app for Freshdesk.
If you try to create an Opportunity from the Freshdesk widget when a mandatory custom field is required, the widget will show you this error message.
Yes, if you have admin credentials, you could proceed to the Salesforce app configuration page and make sure the "Allow agents to create/link opportunities" checkbox is unchecked.
No, the widget is available only in the Ticket Details Page on Freshdesk and all modifications to linked/new opportunities can only be made from there.
Please navigate to "apps.freshdesk.com" and search for MailChimp to install this. Kindly make sure you have a MailChimp account to integrate with Freshdesk.
Once this is successfully added to your helpdesk, the MailChimp widget would be available inside the contacts under the customers' tab.
For instance, you click on that widget inside a contact say, Alex - a window with two tabs namely, campaigns and mailing lists would open with several options underneath that would allow you to select which to subscribe and unsubscribe appropriately.
E-commerce is a recently developed platform on Freshdesk which would enable you to bring the Ebay channel into the helpdesk. This is a feature enabled upon request and so kindly contact us on support@freshdesk.com in order to bring this as an option on the admin tab.
Once this is enabled, you could see this in Admin -> Channels -> E-commerce where you can add a new account. This new account would need your eBay site information and you would be able to assign product, group and such.
Xero is an Invoicing Tool which you could integrate with Freshdesk. Using this integration, you would be able to view information about the invoices sent to the requester of the ticket, within that ticket's details page.
You could track time for tickets in Freshdesk and send invoices for support, using the Xero integration.
You could integrate Xero with your Freshdesk Account, by navigating to Admin -> Su -> Apps -> Get More Apps-->Time Tracking & Billing-->Xero-->Install.
You would be asked to login to your Xero Account to authorize the integration.
SugarCRM is a Customer Relationship Management tool, which is used to track and keep a record of your customer profiles. To provide a better context of customer information to the agents working on your Freshdesk Account, you could integrate SugarCRM with Freshdesk.
To integrate SugarCRM, navigate to Admin > Support Operations > Apps > Get More Apps > CRM > SugarCRM > Install. This would install the app on your account. You could then configure the app by entering the SugarCRM account URL and credentials.
Zoho CRM is a web-based customer relationship management application that has a native integration in Freshdesk. This integration would allow you to fetch requester information from this tool which is available in the contact details as well as tickets detail page.
Please navigate to Admin -> Support Operations -> Apps -> Get more apps -> choose to install Zoho CRM.
The integration will ask for the Auth Token which can be taken from your Zoho CRM account. For more information, please navigate to this link to set this up.
At times, you would want to integrate your helpdesk with Shopify so that you can bring your customers' details into the helpdesk.
Navigate to Admin > Support Operations > Apps > Get more apps and search for Shopify.
For further instructions on installation and app's capabilities, please refer this article.
You can create tickets for the comments on your WordPress website using the Freshdesk plugin for WordPress.
You can create a ticket for every comment a user writes on your WordPress site users to log in to Freshdesk. To do so, you first need to install the Freshdesk WordPress plugin. You can install the plugin from the plugins directory if your site runs on self-hosted WordPress. If you use WordPress.com, you need to be on the Business plan or above to install this plugin.
Click here to read a step-by-step guide on embedding solution articles and the contact form on Shopify in more detail.
The basic Freshdesk - Freshcaller integration helps you convert the calls you manage within your Freshcaller account as tickets in Freshdesk. You can follow-up on your calls, i.e, provide post-call support via Freshdesk and also document them for future context.
Apart from attending your calls, providing post-call support by converting calls into tickets within Freshdesk, the advanced Freshdesk - Freshcaller integration also helps you manage your calls within your Freshdesk account without having to switch tabs to go to your Freshcaller account.
