Freshdesk is an online customer support software that helps you manage your customer communication process. It allows you to track and manage incoming tickets across different channels and collaborate with multiple teams for faster resolution.
By connecting ChatBot to Freshdesk, you can start using two new Freshdesk actions:
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Create ticket
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Add contact
These will help streamline your customer communication process and drive long-term customer relationships.
How to integrate the bot with Freshdesk
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Head to the Integrations menu in your bot and scroll down to access Freshdesk integration. Click “Connect.”
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Enter your Freshdesk account name and the Freshdesk API Key. Click the “Connect with Freshdesk” button to finish the configuration. A new active connection will appear on the list.
If you don’t know where to find the API key, here’s the link.
How to use the Freshdesk Create ticket action
You must collect the case details before adding the Create ticket block to your bot. You can do that using attributes. Use the Question action to collect attributes in your bot flow.
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Drag the action from the Actions & Interactions section to add the block to the bot flow. Click on the added block to edit it.
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Define the ticket topic in the Subject field.
Use default or custom attributes you created and collected earlier in the bot flow using the Question action.
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Define the email to which the response should be sent.
Earlier in the bot flow, the customer provided their email address in the Question action. Use that email attribute to define the address you will reply to the customer.
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Set up the ticket Priority.
This will help your team verify which tickets need to be handled first. Remember that you can always change ticket priority later.
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Fill in the Description field.
The description contains the content of a created ticket. To configure this field, use the default or custom attributes you collected earlier in the bot flow. When you finish, select Save.
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Open the Tickets section to check out the tickets created by a chatbot in your Freshdesk account.
How to use the Freshdesk Add contact action
You must collect customer information before adding the Add contact block to your bot. You can do that using attributes. Use the Question action to collect attributes in your bot flow.
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Choose the Add contact block from the Actions and Interactions menu and add it to the appropriate place in your bot flow.
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Select the block you added and configure the Contact name field. Use attributes collected in the Question action to set it up.
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Define the user’s email. Use attributes collected in the Question action to set it up.
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Your chatbot contacts will appear in the Contacts section in Freshdesk.
How to find Freshdesk account name and API key
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Go to your Freshdesk app and select the Freshworks switcher.
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Copy your account’s unique name.
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Paste it into ChatBot in the Account name field.
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Go back to Freshdesk and select your profile avatar or picture. Select Profile settings.
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Your API Key will appear in the top right corner of your dashboard. Copy it.
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Go back to ChatBot and paste it into the API key field.
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