Setting Up Tickets Integration with Freshdesk

Enable a seamless support workflow by integrating your support system with Freshdesk to automatically receive tickets and respond to them efficiently. This integration allows for initial responses to be sent from Freshdesk to Inline Help, where they can be addressed directly through the bot. Here's how to configure this integration:

Accessing Tickets Integration Settings

Log into your Inline Help Dashboard.

Go to Site > Settings > Tickets.

Enabling Integration and Importing Tickets

Enable Tickets Integration: Check this option to activate the integration with Freshdesk.
Import tickets from: Select 'Freshdesk' from the dropdown menu to import tickets from Freshdesk into your Inline Help system.

Configuring the Response Mode

Send response as: Decide how the bot will respond to the imported tickets:
Private note: The bot’s response will be sent as a private note within Freshdesk, visible only to support staff.
Agent: The bot will respond as if it were an agent, and the response will be visible to the customer.

Customization of Responses

Custom footer: Enter any text or signature you want to include at the end of the bot's response, which can be a signature or additional support information.

Setting Up the Webhook URL

Before you can receive tickets from Freshdesk, you need to set up a webhook.
Save the settings to generate the webhook URL. This URL is needed to create a bridge between Freshdesk and Inline Help.

Once the webhook URL is generated:

Copy it to your clipboard.
Log into your Freshdesk account.
Navigate to automation and set up a new automation when a desired type of tickets is submitted.
Paste the copied URL into the appropriate field to set up the communication link.

Testing the Integration

After completing the setup, conduct a test by creating a ticket in Freshdesk and ensuring the Inline Help bot responds as configured.

Conclusion

Integrating your Inline Help bot with Freshdesk streamlines your customer support process, allowing for quicker, more efficient responses. If you encounter any issues or require further assistance with the setup, please reach out to our support team.