How do I integrate with Freshdesk?

Navigation prompt

Go to CONVERSATIONS > Click Integrations > Click the Platforms tab > Select the Freshdesk tile

Step 1: Authentication

By following the navigation prompt, you'll be directed to the following screen, where you'll be prompted to enter your Freshdesk account name and a Freshdesk API key. 

Tip: If the address of your Freshdesk account was: https://abc-energy.freshdesk.com, then you simply need to enter abc-energy into the prompt-box.

Please Note: You'll need to have the relevant administrator permissions assigned to your Freshdesk user profile to be able to create a Freshdesk API key.

Step 2: Configure

Once you've completed Authentication, you'll be directed automatically to the following screen, where you'll be prompted to configure your integration.

• Part 1: Choose how much ticket information will be fetched into EvaluAgent. You have 2 options:
  • ONLY fetch the ticket reference and any associated meta-data (E.g. tags); or, 
  • In addition to this core data, fetch the full conversation thread.
  • By choosing the second option, you'll be able to access a copy of the full text of all interactions between customer and agent(s) as an integral part of the evaluation process.
• Part 2: When it comes to evaluating tickets that contain multiple responses, you have 3 options: 
  • Split multi-response tickets so that each response can be evaluated separately. 
  • Spit multi-response tickets so that all responses from the same agent on the ticket are grouped together so that each agent's group of responses can be evaluated separately.
  • Don't split multi-response tickets and assign the full ticket for evaluation to any one of the agents that have responded on the ticket. By default, EvaluAgent assigns the ticket and any resulting evaluation to the last responding agent but you may change this to any other agent who has responded on the ticket at the point of evaluation.
• Part 3: Decide how long evaluated and non-evaluated tickets remain available in EvaluAgent. Any contacts older than your selection will be purged and permanently deleted from EvaluAgent in line with our secure data storage and deletion policies.

On clicking Save, EvaluAgent will start fetching tickets on a regular (typically hourly) cycle.

Please Note:

• We will only fetch tickets that are updated after you install the integration. We cannot bring historical data into the platform due to rate limits on the API.