Note: This feature is currently not available on Freshdesk Mint.


Feature Details:


Integrating Freshdesk and Magento enables you to access Freshdesk ticket information easily from inside your Magento account.


This article shows you how to link Freshdesk to your Magento account so that you can view customer's Freshdesk support history right in your Magento Admin Panel. Apart from customer's order history, you can also view all the issues they have raised including their feedback within your Magento account.


Note:

1. You can link only one Freshdesk account to your Magento Account at a time.

2. Data from Magento will not be visible inside Freshdesk. 

3. The supported Magento version is 2.0.



Installing the Freshdesk app:


  1. Start off by downloading the Freshdesk extension from here.

  2. Follow the installation instructions provided here.


Connecting Freshdesk to Magento

  1. Head over to your support portal and right click on your Profile icon. 

  2. Go to Profile Settings and note down your API key which should be on the rightmost column and to the bottom of the page.

  3. Go back to Magento's Admin Panel. Click on the  Freshdesk tab and choose Settings.

  4. Enter your account details - Freshdesk domain name and 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.
  5. Click Save Config.



Setting up the Feedback Widget

  1. 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.

  2. And you're done! Now that you've set up the integration, click Tickets 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.


Enable SSO 

 

In order to enable Single Sign-on feature to log in to your Freshdesk portal using your Magento account, you need to update your account settings both on your Magento admin portal and Freshdesk Admin portal. 


Magento SSO Configuration:


Follow the these steps to configure SSO on Magento Admin portal:

  1. Log in to your Magento Admin portal. 

  2. Click on the Freshdesk tab and click Settings

  3. In the SSO section, select yes from the Single Sign On (SSO) dropdown menu. 

  4. Enter the SSO Secret. You can get the SSO Secret by following the below steps:

    1. Login to your Freshdesk admin portal, click Admin

    2. In the General Settings category, Select Security.

    3. In the Security section,  turn on the toggle for Single Sign On (SSO).

  5. Select Simple SSO, copy the Shared Secret to a clipboard.

  6. Go back to the Magento settings page, in the SSO section paste the shared secret in the SSO Secret field. 
  7. Provide your support portal URLs in the SSO Acceptable URLs.


  8. Click Save Config


Freshdesk SSO Configuration


Follow the these steps to configure SSO on Freshdesk Admin portal:

  1. Log in to your Freshdesk Admin portal. 

  2. Under General Settings category, Select Security.

  3. In the Security section,  turn on the Single Sign On (SSO) toggle. 

  4. Select Simple SSO radio button, copy the shared secret to a clipboard.

  5. In a new window, Login to the Magento Admin portal.

  6. Click on the Freshdesk tab and click Settings. 

  7. In the SSO section, select Yes from the Single Sign On (SSO) dropdown menu. 

  8. Go to the Magento Admin Portal, Freshdesk-> Settings-> SSO, Copy the SSO Login URL and SSO Logout URL to a clipboard.
     
  9. Go back to the Freshdesk Admin portal, and paste the SSO Login URL to the Remote Login URL and SSO Logout URL to the Remote logout URL.
  10. Click Save.