You can convert Freshchat conversations into support tickets on Freshservice.
To integrate Freshservice with Freshchat
- Login to your Freshchat account.
Go to Settings.
Click Edit Authorization.
Enter your Freshservice Portal URL and Admin User Token to authorize the integration with Freshchat.
To find your Freshservice Admin User Token
Go to your Freshservice account.
Select Profile Settings.
In the right pane, the alphanumeric key under Your API Key is the Admin User Token.
You can choose to convert every conversation into a ticket in Freshservice.
To convert every conversation into a ticket
Enable the Make it mandatory for team members to convert every conversation into a ticket toggle.
If you enable the mandatory toggle, you will be unable to resolve a conversation in Freshchat. You need to convert every conversation into a ticket in Freshservice and then resolve it.
Choose Ticket Fields to be used by the team while converting a conversation into a ticket. By default, the mandatory fields are pre-configured and cannot be modified. You can only select the optional fields.
To add ticket fields
Click Add new field
Select the Optional fields from the drop-down.
Your ticket creation is now enabled.
If you have made it mandatory to convert every conversation into a ticket, every conversation is converted into a Freshservice ticket when you click Resolve.
If not, you could resolve a ticket within Freshchat or convert it into a ticket.