The Freshdesk-Freshchat integration helps support teams chat with website visitors and customers and take charge of their support tickets from one place.
Using the Freshchat messenger inside Freshdesk, support teams can:
i) Get a complete view of their conversations - new, all assigned, assigned to me, and resolved along with any shared views they have access to.
ii) Assign conversations to a group or a team member.
iii) Respond to conversations using a pre-defined canned response, emojis, words, or images.
iv) Get contextual information like website navigation path, user profile, and a view of all the related Freshdesk tickets.
v) Get notified about a new conversation or response made to an ongoing one.
vi) Change the IntelliAssign (skill-based chat routing) status - active or disabled.
vii) Convert the resolved conversation into a new ticket or append to an existing one.
You can also easily navigate to the team inbox on Freshchat with a one-step click from the web messenger.