The Dropbox app

Features availability:

Feature Details:

The Dropbox app for Freshdesk allows easy and simple file sharing between your Dropbox account and your helpdesk. It lets users attach files from their Dropbox attachments into the ticket conversation. For example, it makes it easy for customers when they share a screencast video, or for agents when they forward a PDF invoice to clients.

Attachments made from Dropbox aren't stored in Freshdesk, and are directly hot linked from the original source, thereby removing file size restrictions and file upload difficulties for users.

Installation Procedure:

In order to install this app, you need to have administrator access on your helpdesk.

On Dropbox:

1. Login to your Dropbox account and go to dropbox.com/developers

2. Select Create Your App in the API v2 section

   

   
   

3. Under Choose an API, select Dropbox API

4. Under Access, choose Full Dropbox

5. Give your app a name (e.g. Saul's support - Freshdesk integration)

   
   

   
   

6. If you are logged in to Dropbox with multiple accounts - such as your personal and work accounts - you will be asked to choose the account that will own the app

7. Tick the checkbox to accept the Dropbox API Terms and Conditions and click Create app

8. Copy the App Key from the Settings tab on the next screen

9. Under Chooser/Saver domains, add your helpdesk URL without https or www (e.g. sauls.freshdesk.com)

   

You've completed the settings in Dropbox. Navigate to your helpdesk and complete the rest of the setup.

On Freshdesk:

1. Login to your helpdesk 

2. Click on the Admin > Support Operations > Apps

3. Click on Get More Apps. Search and select Dropbox

4. Click Install and you will be redirected to the app configuration page

5. Paste the App Key that you had copied earlier from the Dropbox Settings page

6. Click on Enable 

NOTE:Dropbox will say your app is still in “Development” status, but that can be ignored. Your agents and customers will still be able to use it.

Using The Feature:

Once the app has been installed on your helpdesk, the Dropbox icon will appear at the bottom of the text editor in the following instances:

• When you're creating, editing or replying to a ticket
• When you're creating, editing or replying to a note
• When you're forwarding a ticket or a note
• When you're composing an outbound email
• When you're creating a bulk reply
• When you're creating or editing a ticket template
• When you're creating a solution article
• When you're creating a forum topic
• When a customer is creating a new ticket or replying to an existing ticket

NOTE: Agents and requesters will have to sign in to their individual Dropbox accounts to attach files. If you are already signed in to Dropbox on your browser, Freshdesk will display folders/files from that account.

To attach a file from Dropbox:

1. Click on the Dropbox icon in the text editor. This will open up the Dropbox chooser in a separate window

2. Navigate to the required file from among the available folders 

3. Select the file and click on Choose to add it as an attachment. You can add multiple attachments in one go by selecting all the files before clicking Choose

FAQs:

1. Can customers use Dropbox to attach files while submitting a ticket?
   Yes. But they will have to login to your helpdesk before they can attach files. 

2. The Dropbox app status still says “Development” and there are no linked users. Will the app still work?
   Yes. Despite the Dropbox app still being in development, customers and agents will be able to use the app if you have entered the App Key in the Dropbox app configuration page in your helpdesk and enabled the integration.

Features availability:

Feature Details:

The Dropbox app for Freshdesk allows easy and simple file sharing between your Dropbox account and your helpdesk. It lets users attach files from their Dropbox attachments into the ticket conversation. For example, it makes it easy for customers when they share a screencast video, or for agents when they forward a PDF invoice to clients.

For an agent, the Dropbox folder which was originally linked to Freshdesk (by the Administrator) shows up, allowing shared access for the entire team. On the other hand, each requester has to sign-in with their own accounts to attach their own files. Attachments made from Dropbox aren't stored in Freshdesk, and are directly hot linked from the original source, thereby removing file size restrictions and file upload difficulties for users.

Once the app is installed, an Attach from Dropbox button will show up in the new ticket form, and also while users try to reply to a ticket.

Installation Procedure:

Ensure you have admin rights to your helpdesk to be able to install this app.

On Dropbox:

1. Login to your Dropbox account and go to dropbox.com/developers

2. Select “Create Your App” in in the “API v2” section

   

   
   

3. Under “Choose an API”, select Dropbox API

4. Under “Access”, choose Full Dropbox

5. Give your app a name

   
   

   
   

6. Under Settings in the next screen, you’ll find an App Key, copy that to your clipboard.

7. Under Chooser/Saver domains, add your helpdesk URL without https or www, example: sauls.freshdesk.com

   

   
   

And your app is done. Now you’ll have to link it to Freshdesk. Here’s how you do it.

On Freshdesk:

1. Login to your helpdesk. Go to Admin → Support Operations → Apps → Get More Apps → Dropbox. Click on Install

2. In the app configuration page, paste the App Key copied earlier from the Dropbox Settings page

3. Click on Install and the app will be installed.

NOTE: Dropbox will say your app is still in “Development” status, but that can be ignored. Your agents and customers will still be able to use it.

Using The Feature:

To attach a file when responding in your helpdesk, follow these steps:

1. Click on Attach at the bottom of the Text Editor when you are replying, adding a note or creating a new ticket.

2. Select “Attach from Dropbox”. Every agent will have the freedom to login to their own Dropbox account and attach files.

3. Click on “Reply” or “Add Note” and the file will be attached to your response.

FAQs:

1. Can customers use Dropbox to attach files while submitting a ticket?
   Yes. But they will have to login to your helpdesk before they can attach files.

2. The Dropbox app status still says “Development” and there are no linked users. Will the app still work?
   Yes. Despite the Dropbox app still being in development, customers and agents will be able to use the app if you have entered the App Key in the Dropbox app configuration page in your helpdesk and enabled it.