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Integrate Freshdesk Support Desk with Freshdesk Messaging


By integrating Freshdesk Support Desk with Messaging you get the combined power of a robust helpdesk system and a modern messenger to improve your customer support.


You can access Freshdesk Messaging right inside Support Desk. This will eliminate the need to toggle between two different tabs or windows. This also means, while your agents are responding to tickets, they can still get notified on the chats assigned to them and reply to customers right from the helpdesk without having to navigate to a different window.


You can also convert conversations in Freshdesk Messaging into tickets in Support Desk.


Subscription plans


If you’re a Freshdesk Support Desk customer, you can integrate with Messaging only if you’re on the Blossom, Garden, Estate or Forest plan in Freshdesk.


If you’re a Messaging customer, you can integrate with Freshdesk Support Desk no matter which plan of Messaging you are on, starting from Sprout, it is available to users on all the plans. However, you need to be on the Blossom plan or above of Freshdesk for this integration to work.


The Freshdesk Messaging - Support Desk integration has two parts to it,

  1. Setting up up Support Desk integration in Messaging
  2. Setting up Messaging integration inside Support Desk


How to setup Freshdesk Support Desk integration in Messaging


Login to your Freshdesk Messaging account as Account Owner or Admin. 


Go to Admin > Integrations > Freshdesk Support Desk


Add your Freshdesk portal URL and Admin user token, and then click Authorize.


Admin user token is your Freshdesk API Key. You can find this in your Freshdesk account under Profile Settings.


Choose the ticket fields for chat to ticket conversion


Now, choose the ticket fields and the corresponding Freshdesk Messaging attributes. These fields will be pre-populated when an agent converts a chat into a ticket. Don’t forget to save your selection.


You can make the ticket fields visible to agents by selecting the 'Show field' checkbox.


You can also make the ticket fields 'editable', 'non-editable', or 'editable and mandatory' for your agents. 



Note: Your Freshdesk Support Desk field types should be compatible with Freshdesk Messaging custom properties for converting a chat into a ticket


Import FAQ articles from Freshdesk Support Desk into Freshdesk Messaging


If you have solution articles in Freshdesk Support Desk, you might want to repurpose them as FAQs in Messaging and help your customers self-service. You can do it by importing articles into Messaging.


To do this, click Import and select the solution articles that you want to import. 



If you select the ‘Do not overwrite…’ checkbox, and then make any changes to the solution article category title or description inside Freshdesk Support Desk, it won’t get auto-updated in Messaging. If you leave this box unchecked, any changes you make in Freshdesk Support Desk will get updated in Messaging. Note that this is applicable only for the category titles and descriptions and not the articles itself.


How are the FAQs structured in Freshdesk Support Desk and Messaging


In Freshdesk Support Desk there are three levels to FAQs - Categories, Folders and Articles, whereas in Messaging there are only two levels - Categories and Articles.


To make it compatible, the Freshdesk Support Desk Folders become Freshdesk Messaging FAQ Categories while the articles are maintained as articles under each Category in Messaging. 


You can import all Published articles in Freshdesk Support Desk which are Visible to All users and Visible to Logged in Users into Messaging. But articles that are visible only to Agents and Selected companies in Freshdesk Support Desk will not be available for import inside Messaging.


Note: After importing solution articles, if you make any changes in Freshdesk Support Desk, it won't reflect in Freshdesk Messaging FAQs. Every time you make a change, you need to import those articles again in Messaging for the update to reflect here.




Define rules for chat to ticket conversion


Next, you have to define the rules for converting chats into tickets on Freshdesk Support Desk. You can make it mandatory for agents to convert every conversation into a ticket upon resolving it (closing it). If you want to enable this, just enable the option. If you don’t, this will be an optional step for your agents.



If the 'Make it mandatory...' toggle is disabled.


If the 'Make it mandatory...' toggle is enabled.



Configure CSAT Survey Preferences


You can restrict CSAT survey for users whose conversations have been converted into Freshdesk Support Desk tickets.



How to setup Messaging integration in Freshdesk Support Desk


Login to your Freshdesk Support Desk account. Go to Admin and click Chat under support channels.


Link your Messaging account to your Freshdesk Support Desk account by moving the toggle to the right and adding your Freshdesk Messaging App ID and Widget Token here. You can find your App ID and Widget Token in your Freshdesk Messaging account by going to Admin > Account Settings > Integration Settings.


Move the ‘Enable chat in your support portal’ toggle to the right if you want to make the Freshdesk Messaging web widget available for your team inside the helpdesk. Finally, save your settings. 



Convert Messaging conversations into Freshdesk Support Desk tickets


Once you have answered a customer’s questions, you can close a conversation by resolving it. Resolved conversations move to the Resolved view from where you can access it anytime. 


Alternatively, if you have Freshdesk Support Desk integration, you can resolve a conversation and convert it into a Freshdesk ticket. This will be useful if you are not able to address all the concerns of your customer immediately. For example, a premium customer might ask for a feature request or report a bug fix which takes time. 


Instead of leaving these conversations stay open in your queue, you can convert it into a ticket and then follow up and respond to customers. This will also declutter your chat queue and shorten your response time in Messaging.


The ticket fields are auto-populated based on your configuration. But you can always edit the values if necessary. You can create a new ticket or append to an existing ticket.



Convert chats into Freshdesk Support Desk tickets on Messaging mobile app


Once you setup the Freshdesk Support Desk - Messaging integration on web, you can start converting chats into tickets on the Freshdesk Messaging mobile app (iOS and Android) too. 



What next


  • If you’re new to Freshdesk Messaging, our get started guide will help you with the basics of setting up Messaging.

  • If you’re an agent, you recommend you checkout our agent guide.

  • You can have the same agents in your Freshdesk Support Desk and Messaging accounts. But once you setup the Messaging integration, you need to add your Freshdesk Support Desk agents manually in Messaging. You can add agents in Messaging by going to Admin > Agents. 

  • If you have multiple websites/portals, you can still use a single Freshdesk Messaging account for all your websites/portals. To do so, you have to declare a unique siteID for each of these websites while adding the Freshdesk Messaging code to your website pages. When users ping you, each conversation/user from the different websites will be treated as a different conversation/user. While, pages/sites with the same siteID will have common users/conversations. For more information on how to declare siteID, visit Freshdesk Messaging developer’s documentation.



Unable to convert chats to tickets

If you are unable to convert a Messaging conversation into a Freshdesk Support Desk ticket, it could be due to one of the following reasons:


  1. The Agent's role has been switched from Admin to some other role, their access has been changed from global to group level or they have been moved from being a full time agent to an occasional agent. 
  2. If there are mandatory fields added for ticket creation.
  3. If the API limits have been reached.
  4. If the customer email ID is not valid (spelling error, email format error, etc)


Or, you can find the exact error by following these steps,


Right click on the ticket creation pop-up menu. Select Inspect element.



Go to Network tab. Click on Create Ticket and Resolve.



You will be able to see a failed network call highlighted in red. Check the response for this call, it will be your exact error. 





You can now debug the issue. If you are not able to, you can share this error message with us along with a screenshot of the entire page with timestamp and conversation URL if you want us to debug it for you.