Freshdesk

Seamlessly create and manage Freshdesk tickets within LimeChat CRM for enhanced support efficiency and real-time conversation tracking.

1.How to Setup/enable Freshdesk Integration

Step 1: Widget Setup and Credentials

Steps to Add Freshdesk Integration to LimeChat Dashboard

1

Login to your Freshdesk account

2

Go to Admin

3

Search and Select Widgets

4

Click on 'Create New Widget' Button

  • Assign a name to the widget and create it

5

Customize Widget Content

  • Ensure that in the contact form section, the option 'Show form with ticket field' is selected

6

Click 'Save' and Switch to the 'Embed Code' Tab

7

Copy the Embed Code and save it for later purposes

8

Click on Profile Icon on the Top Right and Select 'Profile Settings'

9

Copy Your API Key

10

Copy and save Your Freshdesk CRM URL

Step 2: Setup on LimeChat CRM

1

Navigate to Settings → Integrations → Freshdesk on LimeChat CRM

2

On this screen, enter the following details collected in the previous steps:

  • Domain

  • Widget ID

  • API Key

  • Password

3

Once these values have been updated correctly, the integration setup is complete.

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:

1

Navigate to Tickets in LimeChat CRM.

2

Open any ticket.

3

Once the integration is set up and live, users will see Freshdesk under 'CRM Tickets'.

4

Click the + icon → A form appears → Fill in the required details → Submit the form to create a Freshdesk ticket.

5

Once created, a link to the Freshdesk ticket will appear in the same section, allowing easy access.

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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