Integrating Freshdesk with Freshchat allows you to streamline your customer support processes by converting Freshchat conversations into Freshdesk tickets and transporting Freshdesk FAQ folders into Freshchat FAQ categories. Continue reading to discover how to implement this integration and adjust your chat widget to show up on a chosen portal, thereby boosting your support effectiveness.
Setting up your Freshdesk - Freshchat integration
- Navigate to Admin > Channels > Messaging.
- Click the Link Freshdesk with your Freshchat account toggle.
- Enter your Freshchat App ID.
- You can get your App ID from Freshchat by going to Settings > Account Settings > Integration Settings > Agent widget.
- Enter your Freshchat Token ID.
- You can get your Token ID from Freshchat by going to Settings > Account Settings > Integration Settings > Visitor widget.
- You can get your Token ID from Freshchat by going to Settings > Account Settings > Integration Settings > Visitor widget.
- If you want to integrate the Freshchat messenger on your support portal, click on the Chat for your support portal toggle.
- To convert your Freshchat conversations into Freshdesk tickets and transport Freshdesk FAQ folders into Freshchat FAQ categories:
- Use your Portal URL and API Key in Freshchat under Settings > Integrations > Freshdesk Integration.
- Use your Portal URL and API Key in Freshchat under Settings > Integrations > Freshdesk Integration.
- Click Finish to complete the setup.
You can now chat with visitors and customers directly within your helpdesk by clicking on the chat icon at the bottom left of your screen.
Notes:
1) If you already have a Freshchat account, follow the steps mentioned above and Click the Connect button that will be shown in place of the Sign up button.
2) If you already have a Freshchat account and it is not listed or visible when you try to integrate, it means the accounts are not in the same Organisation and the Freshdesk account should be moved to the same Org as Freshchat.
3) For Freshchat accounts integrated with a Freshsales instance, the integration is available with a one-click button.
4) Freshchat allows you to create and deploy multiple widgets and host them on websites.
Configuring the Chat Widget to Appear on a Specific Portal
If you want to configure the chat widget to appear on a specific support portal, follow these steps:
- Navigate to Admin > Portals > [Portal Name] > Customize Portal > Edit Theme.
- Locate the widget code embedded in the portal code.
- Remove the code once you locate it.
- Save the portal customization and publish the changes.