# Freshdesk

***

## 1.How to Setup/enable Freshdesk Integration

#### Step 1: Widget Setup and Credentials

#### Steps to Add Freshdesk Integration to LimeChat Dashboard

{% stepper %}
{% step %}
**Login to your Freshdesk account**

<figure><img src="/files/2Ax3CsVVF9BxOrUW9O1g" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
**Go to Admin**

{% endstep %}

{% step %}
**Search and Select Widgets**
{% endstep %}

{% step %}
**Click on 'Create New Widget' Button**

* Assign a name to the widget and create it
  {% endstep %}

{% step %}
**Customize Widget Content**

* Ensure that in the contact form section, the option **'Show form with ticket field'** is selected
  {% endstep %}

{% step %}
**Click 'Save' and Switch to the 'Embed Code' Tab**
{% endstep %}

{% step %}
**Copy the Embed Code and save it for later purposes**

<figure><img src="/files/YnQ7yxw1IJw6mAyieDOO" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
**Click on Profile Icon on the Top Right and Select 'Profile Settings'**
{% endstep %}

{% step %}
**Copy Your API Key**

<figure><img src="/files/LgLEat9phXeM7quV9cu0" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
**Copy and save Your Freshdesk CRM URL**
{% endstep %}
{% endstepper %}

#### Step 2: Setup on LimeChat CRM

{% stepper %}
{% step %}
Navigate to **Settings** → **Integrations** → **Freshdesk** on LimeChat CRM
{% endstep %}

{% step %}
On this screen, enter the following details collected in the previous steps:

* **Domain**
* **Widget ID**
* **API Key**
* **Password**
  {% endstep %}

{% step %}
Once these values have been updated correctly, the integration setup is complete.
{% endstep %}
{% endstepper %}

***

## 2. Scope of Integration

#### Features and Capabilities:

1. **Ticket Creation from LimeChat CRM**
   * Users can create a Freshdesk ticket using existing ticket values in LimeChat CRM.
2. **Conversation Sync**
   * When a Freshdesk ticket is created, a dump of the LimeChat conversation is shared with the ticket.
3. Able to see tickets corresponding to customer phone or email along side of conversation

***

## How to Create Tickets:

{% stepper %}
{% step %}
Navigate to **Tickets** in LimeChat CRM.
{% endstep %}

{% step %}
Open any ticket.
{% endstep %}

{% step %}
Once the integration is set up and live, users will see Freshdesk under **'CRM Tickets'**.
{% endstep %}

{% step %}
Click the **+** icon → A form appears → Fill in the required details → Submit the form to create a Freshdesk ticket.
{% endstep %}

{% step %}
Once created, a link to the Freshdesk ticket will appear in the same section, allowing easy access.
{% endstep %}
{% endstepper %}

***

## Data Being Passed to Freshdesk:

1. Dump of Conversation
2. Tags/Label Data
3. Contact Sync

This integration enhances support efficiency by ensuring seamless ticket creation and conversation tracking between LimeChat and Freshdesk.

***


---

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