Freshservice

Modified on: Fri, 12 Apr, 2024 at 11:35 AM Freshdesk Omni (formerly CSS) With Freshchat and Freshservice integration, you can make conversations with your customers using the Freshchat widget within your Freshservice account and convert chat conversations in Freshchat into tickets on Freshservice without switching tabs or windows.This also means, while your agents are responding to tickets, they can still receive notifications on the chats assigned to them and reply to customers directly on Freshservice.The Freshchat-Freshservice integration involves the following steps:Setting up Freshservice in Freshchat Define rules for converting chats to ticketsConverting Freshchat conversations into Freshservice ticketsSetting up Freshchat inside FreshserviceSetting up Freshservice in Freshchat Login to Freshchat as an Account Owner or Admin.Go to Admin Settings > Apps > Integrations > Freshservice.Add your Freshservice portal URL and your Admin User Token, and click Authorize. Your Admin User Token is your Freshservice API key. You can find it in your Freshservice account under Profile Settings.Once your Freshdesk credentials are authorized successfully, you can proceed with defining rules to convert chats to Freshservice tickets in the next screen.Now that your Freshchat and Freshserive accounts are integrated, define the rules for converting chats into tickets on Freshservice. You can make it mandatory for agents to convert every conversation into a ticket upon resolving it (closing it). Toggle this option to make ticket creation mandatory.Choose the Freshservice ticket fields that agents must fill while creating the ticket. From the drop-down option, select the mandatory and optional fields from Freshdesk and then choose the corresponding values. You can also leave the Valuefield blank and allow agents to choose.Select the Show field option to make the fields visible to the agents, and then choose the permissions. You can make the ticket fields Editable, Non-editable, or Editable and mandatory for your agents.Click Sync Fields for all the changes to take effect, and finally click Save. Note: Esnure that your Freshservice field types are compatible with Freshchat custom properties for converting a chat into a ticket.Converting Freshchat conversations into Freshservice ticketsOnce you complete the integration, your agents can start using Freshservice within Freshchat.When an agent answers customer queries on Freshchat, they can close the conversation by resolving them. Resolved conversations move to the Resolved view and can be accessed anytime. Alternatively, with Freshservice integration, agents can resolve a conversation in Freshchat and instantly convert them into a Freshservice ticket.This will be useful when they cannot address all

If you are using Freshservice to support customers or colleagues, it is now possible to remotely access the end user's computer to troubleshoot an issue easily, closely and efficiently, by launching the connection from the support ticket itself. Splashtop On-Prem, a top notch remote desktop solution with in-house deployment capability, is currently available to seamlessly integrate with your Freshservice account.This article will guide you through the setup of the integration and how to use Splashtop to support your Freshservice end users.Set Up Splashtop On-Prem - Freshservice IntegrationThe setup of Splashtop On-Prem - Freshservice Integration is a one-time effort to connect the two systems using an API key. You'll need an administrator account for both Splashtop On-Prem and Freshservice to carry out the task.1. Generate API key from Splashtop GatewayOnly a team owner is able to generate API keys from Splashtop Gateway.Log in to Splashtop Gateway using team owner account, and browse to Settings > Team Settings > Attended access > Third Party Integration.Click on the button Setup API Key.In the pop-up window, check the checkbox at the beginning of the Freshservice row. This would generate an API key in the Key field.The API key can be replaced with a new one by clicking on Get New Key button. The previous key will then be nullified.2. Install Splasthop SOS On-Prem app in Freshservice MarketplaceOpen Freshworks Marketplace from: the search box, enter "Splashtop", and choose "Splashtop SOS On-Prem" app for FRESHSERVICE.Click Install button and enter your company's Freshservice page to proceed.3. Apply API keyPlaceholder %%LINK%% contains the information of Splashtop Gateway address and the SOS download link.When the integration is commissioned successfully, a Freshservice technician (Agent) should be able to see the Splashtop SOS On-Prem app inside the APPS window on the right of a ticket.A Standard Flow of Using Splashtop On-Prem with FreshserviceSplashtop On-Prem facilitates Frehservice technicians (or agent) to reach out to the computer of an end user (or requester) so that problem troubleshooting can be much more efficient. To walk through the support cycle with Splashtop On-Prem inside Freshservice platform, the technician should have Splashtop On-Prem client app installed in his computer.To learn how to install Splashtop On-Prem client, please refer to the article below: be reminded that only Windows and Mac clients are supported right now.The end user does not need install anything in his computer.1. End user (Requester) submits a ticket from Freshservice portal2. Technician (Agent) opens the ticket. On the Splashtop On-Prem SOS app, click on the link “Create an SOS download link”.The app window will change to as below:3. Technician clicks “Insert download link into ticket comment”. A URL link with SOS code is inserted into a reply of the ticket, which the technician can

Manila, Philippines - 2023-06-15Freshworks Inc., (NASDAQ: FRSH), today announced that CDO Foodsphere, one of the largest food manufacturing companies in the Philippines, is using Freshservice™ to empower its IT team to support a 5,000 person workforce that serves millions of CDO customers. To support the growing team of 5,000 employees, CDO has scaled its IT staff to 50 and needed a more modern, self-service to replace traditional internal support channels like email and phone, to provide employees with a delightful experience. Freshservice, Freshworks’ IT service management software, was the right-sized option for CDO’s IT team which was already ITIL-certified and in the middle of a huge, multi-year digital transformation journey. “Freshservice was extremely easy for us to set up. We got up and running in a matter of a few weeks,” said Raymond Canilao, Knowledge Management Lead at CDO. “We were quickly able to get value for our investment in Freshworks.”The Freshservice implementation was carried out in phases and key modules such as incident management with defined SLAs were in place in a matter of weeks, making sure that a consumer-focussed brand like CDO did not face any interruption in service to their employees during the implementation phase. Within a span of 12-16 weeks, the 45-year old company’s IT system transitioned fully to the cloud, and made it easy and quick for employees to reach out to their IT team for support. “My first impression about Freshservice was that it was fresh,” added Canilao. “The user interface (UI) of Freshservice proved to be highly intuitive and user-friendly, enabling our employees to submit and approve requests with ease, even without undergoing extensive training. Additionally, the service catalog delivered an e-commerce-like experience, which our employees found extremely appealing and enjoyable."CDO benefitted from a comprehensive range of Freshservice features that were unavailable in the incumbent’s legacy system, including a knowledge base combined with Freshworks the AI agent functionality that both enable employee self service for answers. Other features like workflow automation, automatic ticket assignment, alert integration, and asset discovery have proven to be incredibly valuable in streamlining IT service delivery, reducing response times, and providing a more personalized user experience. “With Freshservice, we can now offer a more efficient and effective IT service management system that meets the needs of our organization and our employees. We are excited about the possibilities that Freshservice has opened up for us and are confident that our