Your customers can initiate a hangout with your agents right from their ticket in the Freshdesk support portal. This way, your agents and customers can set up a time for a hangout session and troubleshoot problems easily. 

Quick guide to set up a hangout widget on the end user portal

  • Login to your support portal as an administrator.
  • Go to Admin > Portals. 
  • Click on the Customize portal button on the top fold.
  • In the Portal customization page, click on the Layouts & Pages tab.
  • In the Portal layout tab, paste this javascript code in the footer section, above the existing code:


{% if portal.current_page == "ticket_view" %}
  {% assign email_flag = false %}		
  {% if == null %}
    {% for ticket in portal.user.recent_tickets %}
        {% if != null %}
            {% assign agent_email = %}
            {% break %}	
        {% endif %}
		{% if forloop.last %}
          {% assign email_flag = true %}
        {% endif %}
    {% endfor %}
  {% else %}
        {% assign agent_email = %}
  {% endif %}

  {% if email_flag == false %}
        margin-bottom: 15px;
      .google_hangout h3{
        margin-bottom: 10px;
    <script type="text/javascript">
('<div class="google_hangout" id="google_hangout">' +
 '<h3 class="heading">Google Hangout with agent</h3>' +
'<div id="placeholder-div"></div>' +                          
      jQuery('#ticket-sidebar-details .lead').before(jQuery('#google_hangout'));
      window.___gcfg = {
        lang: 'en-US'
      (function() {
        var po = document.createElement('script'); 
po.type = 'text/javascript'; po.async = true;
po.src = '';
var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(po, s);
function renderButtons(){'placeholder-div', {
'render': 'createhangout',
'invites' : "[{'id': '{{agent_email}}','invite_type': 'EMAIL'}]",
"[{'app_id' : '184219133185', 'start_data' : 'dQw4w9WgXcQ', 'app_type' : 'ROOM_APP' }]",
 'widget_size': 72
  {% endif %}

{% endif %}

  • You can preview this change and then click on Save and Publish for the changes to reflect immediately.
  • Now when your customers log on to your helpdesk and check their tickets, they can see a hangout button right next to it.

  • Your customer can click on the Start button to initiate the hangout with the agent assigned to their ticket, in a pre-defined time

Learn how to set up a hangout widget in the tickets page for agent to initiate the hangout.


  • A customer can only initiate hangout with the agent who has been assigned to their ticket or the agent who was assigned to his recent ticket (last 5 tickets will be considered). If the customer's ticket is unassigned the hangout widget will not be shown.
  • The agent and the customer should be logged into Freshdesk with a Gmail account.
  • The agent and the customer should be online in the hangout time agreed upon.
Learn more on the features available in hangouts like screen sharing and remote assistance that your agents can use to troubleshoot.