FreshDesk

Freshdesk is a customer support software providing automated helpdesk support for companies to effectively manage their customer care and support.

By integrating Wavecell Chat Apps product into FreshDesk Support you get the best of both products, a simple and unique Chat Apps API with no deployment needed, as well as the best customer service front end, with advanced configurations available.

Use cases

  • Receive and send Chat Apps message for FreshDesk support.
  • Automate assigning of Chat Apps messages triggered based on status changes.

Product scope

  • Wavecell Chat Apps
  • FreshDesk (Blossom plan or higher)

What you’ll need

  • A Wavecell account
  • Your FreshDesk Support account: This integration is based on automation features, these are only available for the Blossom plan (or higher)

Creating your Chat Apps integration with Freshdesk Support’s automation feature

  1. Let’s setup the first Automation, go to Settings, then Automations (under Productivity)

  2. Under Ticket Updates, let’s create a new rule called “ChatApps new public comment”

  3. Let’s configure the following fields:

Your URL should be https://api.wavecell.com/webhook/freshdesk/​{your_subaccount_id}​?accessKey=c4e1248e96a7e9118159020897dshjrpalf5459acaf9c0194a7e9118159020897df5459

Your JSON content should be

{ 
"event": "AgentComment", 
"ticketId": "{{ticket.id}}"
}
  1. Under Ticket Updates again, let’s create another rule called ChatApps status changed

  2. Let’s configure the following fields:

URL is the same as the above

Your JSON now should be

{
"event": "StatusChanged", 
"ticketId": "{{ticket.id}}", 
"ticketStatus": "{{ticket.status}}"
}
  1. Once this is done, you will need to send to Wavecell the following information:
  • URL, the path to customer Freshdesk API:https://{YOUR_SUBDOMAIN}.freshdesk.com/api/v2
  • ApiToken, your Freshdesk ApiToken, of an admin user.
  • TicketTag, which will be added to tickets created by Wavecell (ChatApps, for instance)
  • DefaultTicketSubject, ticket subject which will be used for a new ticket starting from an image