TABLE OF CONTENTS


Integrate Freshservice with Freshchat


By integrating your Freshservice account with Freshchat, your end users can message you using the Freshchat messenger. You can convert chat conversations in Freshchat into tickets on Freshservice. 

 

You can access Freshchat Team Inbox right inside Freshservice. 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 Freshservice without having to navigate to a different window.

 

You can also convert conversations in Freshchat into tickets in Freshservice.


How to setup Freshservice integration in Freshchat


Login to your Freshchat account as Account Owner/Admin


Go to Admin > Integrations > Freshservice



Add your Freshservice portal URL and your Freshservice Admin User Token to authorize the integration. 



Your Admin User Token is your Freshservice API key. You can find it in your Freshservice account under Profile Settings.



Define rules for the chat to ticket conversion


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



Choose the ticket fields for the chat to ticket conversion


Now, choose the Freshservice ticket fields and the corresponding Freshchat attributes. These fields will be pre-populated when a team member converts a chat into a ticket. Don’t forget to save your selection.



All the changes made to the integration must be synced using the ‘Sync Fields’ option for the changes to take effect. 



Note
Your Freshservice field types should be compatible with Freshchat custom properties for converting a chat into a ticket.


Convert Freshchat conversations into Freshservice 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 Freshservice integration, you can resolve a conversation and convert it into a Freshservice ticket. This will be useful if you are not able to address all the concerns of your customer immediately. Instead of leaving these conversations to 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 Freshchat.



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



How to setup Freshchat inside Freshservice


Login to your Freshservice account. Go to Admin > Support Channels > Chat 




You can link your existing Freshchat account or you can create a new one



Link your Freshchat account to your Freshservice account by adding your Freshchat Account URL (example: https://acme.freshchat.com) Freshchat App ID and Widget Token here. You can find your App ID and Widget Token in your Freshchat account by going to Admin > Account Settings > Integration Settings.

 

Click Connect to make the Freshchat Team Inbox Lite available for your team inside Freshservice.



Now you can access your Freshchat Team Inbox right within your Freshservice account.