The Onedrive app for Freshdesk allows support agents to attach and share files - of any format, with sizes far exceeding that of what emails allow - in the tickets they forward or create, responses they send and notes they add.


Sharing files such as solution articles, technical documentation PDFs, screenshots, or videos with customers, allows agents to ‘show’ users how to solve problems rather than merely ‘tell’ them.


Note: Ability to attach OneDrive files - from the customer portal is not currently possible.


Integrating Freshdesk and OneDrive allows:

  • Agents to attach files when responding to tickets, forwarding them or adding notes. Files attached to Private notes will not be shared with customers.

 

Installation Procedure:


This app requires both, the Admin of the helpdesk and every Agent, to perform certain steps before using the app. 

 

Admin Steps

  • Login to your OneDrive account and go to ‘My Applications’ page. You will find the list of all applications you’ve connected your OneDrive account with.

  • Click on the 'Add an app' button:



  • Give your app a name and click ‘Create’.



  • In the following registration page, you will find the Application ID for this app under the Properties section. Copy this application ID as you will need to provide this inside Freshdesk for completing the installation.

  • Click on ‘Add Platform’ under the ‘Platforms’ panel on the same page and select ‘Web’ from the following pop up.



  • Once you select ‘Web’, you will be asked to enter a URL under ‘Redirect URLs’. This will be your Freshdesk account URL and should be of the format: https://<companyname>.freshdesk.com/a/onedrive/redirect 



  • Once this is done, scroll down and click on ‘Save’.

  • Login to your Freshdesk account, go to Admin > Apps > Get More Apps.

  • Select OneDrive and click on Install.

  • Enter the application ID (that you retrieved earlier from the registration page) in this page and click on ‘Enable’.


 

Agent Steps

  • Open any ticket from your list view.

  • Hit the ‘Reply’ or ‘Add Note’ button.

  • Click on the OneDrive icon represented by a cloud, as shown below:



  • A pop up window will open out asking you to enter your credentials for OneDrive. This pop up will show up just for the first time and not after that. Enter your OneDrive account email and password.

  • You will have to allow permissions for Freshdesk to access your OneDrive account:



  • Click ‘Yes’ and you are good to go.

 

FAQ

  1. Do I have to enter my login details every time into OneDrive while attaching a file?

No. Enter your details and authorize once and you’ll never have to do it again.


  1. Does every agent have to link their OneDrive profile? Is there any way an admin can link a common OneDrive account for the entire helpdesk?

Yes.  Every agent will have to authorize his/her individual OneDrive account to link to his/her helpdesk account. However, this needs to be done only once. Any subsequent time that the agent tries to attach a file, the OneDrive file picker will automatically open and allow the agent to access their files.


No.  Admins cannot link one common OneDrive account for the entire helpdesk.


  1. Will this app work if I have two-factor authentication enabled for my OneDrive account?

Yes. If you’ve enabled two-factor authentication enabled, the app will follow standard authentication protocols. OneDrive will ask you to enter a secondary code the way you’ve set it up and Freshdesk will be granted access only after you’ve clicked 'Authorize'.


  1. What will happen if I share a Private file on OneDrive through the app?

It is highly recommended that you do not share private files through this app. The app will change your OneDrive file status to 'Shared Publicly' and any customer that you share the file with will be able to access it. If you wish to revoke access, navigate to that file in OneDrive and change its status to 'Private' once again.


NOTE: If you set file status to Private, the customer you shared the file with will not be able to access it. If the file status is Public, any OneDrive user will be able to see it with the right URL.


  1. What are the file formats supported?

If you can upload it on OneDrive, you can share it via Freshdesk.


  1. What is the maximum size of a file that can be shared via Freshdesk?

OneDrive has an individual file size limitation of 10GB. This app will be bound by that limitation.



Features availability:

Feature

Freshdesk plans

OneDrive plans

Ability to attach OneDrive files - customer side

All Plans

All Plans

Ability to attach OneDrive files - agent side

All Plans

All Plans


Please note that this feature is currently not available for business accounts.


Feature Details:


Integrating Freshdesk and OneDrive allows:

  1. Customers to attach files to tickets they are submitting.





  2. Agents to attach files when responding to tickets, forwarding them or attaching notes. Files attached to Private notes will not be shared with customers.


Installation Procedure:


This app requires both, the Admin of the helpdesk and each Agent, to undertake certain steps before using the app. All installation steps have to be performed only from your helpdesk.


Admin Steps

  1. Go to Admin → Apps → Get More Apps 

  2. Select OneDrive and click on Install.


Agent Steps

  1. In your helpdesk, go to the ticket that you want to respond to.

  2. At the bottom of the window when you click on “Reply” or “Add Note”, you’ll find the “Attach” option.

  3. Click on “Attach” and you’ll find “Attach from OneDrive” option. Select it.

  4. OneDrive will pop open a window asking you to enter credentials. Enter your OneDrive account email and password

  5. OneDrive will ask if it can authorize “Freshdesk - Production” to connect. Click on “Authorize”

And you are good to go.


Using The Feature


The Onedrive app for Freshdesk allow both customers and support agents to attach and share files - of any format with sizes far exceeding that of what emails allow - with the tickets they submit, responses they send and notes they attach.

Users can attach files such as a crash dump, bug report or screencast with their tickets, allowing them to show and explain clearly what problems they are facing. Agents will be able to share files such as solution articles, technical documentation pdfs, screenshots, or videos with customers, allowing agents to “show” users how to solve problems rather than merely “tell” them.


In the “Submit a Ticket” form, users will be able to share a file from OneDrive along with the ticket they are submitting by clicking on the “Attach” button at the bottom of the form. Agents can attach files to tickets they create, forward or respond to. They can also share files via notes they create.


FAQ

  1. Do I have to enter my login details every time into OneDrive while attaching a file?
    No. Enter your details and authorize once and you’ll never have to do it again.

  2. Does every agent have to link their OneDrive profile? Is there any way an admin can link a common OneDrive account for the entire helpdesk?
    Yes.   Every agent will have to authorize his/her individual OneDrive account to link to his/her helpdesk account. However, this needs to be done only once. Any subsequent time that the agent tries to attach a file, the OneDrive file picker will automatically open and allow the agent to access their files.

    No.
     
     
     Admins cannot link one common OneDrive account for the entire helpdesk. 

  3. Will this app work if I have two-factor authentication enabled for my OneDrive account?
    Yes. If you’ve enabled two-factor authentication enabled, the app will follow standard authentication protocols. OneDrive will ask you to enter a secondary code the way you’ve set it up and Freshdesk will be granted access only after you’ve clicked “Authorize”.

  4. What will happen if I share a Private file on OneDrive through the app?
    It is highly recommended that you do not share private files through this app. The app will change your OneDrive file status to “Shared Publicly” and any customer that you share the file with will be able to access it. If you wish to revoke access, navigate to that file in OneDrive and change its status to “Private” once again.
    NOTE: If you set file status to Private, the customer you shared the file with will not be able to access it. If the file status is Public, any OneDrive user will be able to see it with the right URL.

  5. What are the file formats supported?
    If you can upload it on OneDrive, you can share it via Freshdesk.

  6. What is the maximum size of a file that can be shared via Freshdesk?
    OneDrive has an individual file size limitation of 10GB. This app will be bound by that limitation.