If you use Freshdesk as your helpdesk platform, integrating it with Rep streamlines communication with shoppers who need human assistance. When enabled, the integration automatically creates a ticket in Freshdesk whenever a shopper requests human support through the Rep widget.
This guide covers how the Rep x Freshdesk integration works and how to connect your Freshdesk account to Rep.
Understand how the Freshdesk integration works
When a shopper requests human assistance in the conversation in the Rep widget, Rep will gather the shopper's contact details and send you a notification email. This email contains a summary and transcript of the conversation so far, as well as the contact information provided by the shopper. When the Freshdesk integration is enabled, the notification email will appear as a new ticket in Freshdesk.
If you reply while the shopper is still on your website:
- The conversation will turn into a real-time live chat. In other words, your reply within the Freshdesk ticket will appear as a live message within the Rep widget on the shopper’s end. You can then continue conversing with the shopper within the ticket interface in Freshdesk.
If the shopper has already left your website:
- Your reply will still be sent to the shopper's email address. This setup ensures that you can respond immediately or at a later time, as you prefer, knowing your messages will always reach the shopper.
Connect your Freshdesk account to Rep
- Log into the Rep console at the following link: https://app.hellorep.ai/home
- In the left-hand menu, navigate to Settings > Integrations.
- On the Integrations page, select the Support tab at the top, then locate the Freshdesk panel and click Connect.
- In the Connect to Freshdesk pop-up modal, enter your Freshdesk domain (example: your_company.freshdesk.com) and Freshdesk API Key, then click Connect. For instructions to obtain your Freshdesk API Key, please refer to the following Freshdesk help center article: https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key
Need help or advice? Reach out to us at: support@hellorep.ai