Once you’ve entered your Freshdesk domain and API key, you will be directed to the Configure Freshdesk page. 


Convert all Missed and Offline chats as tickets


With the Freshdesk integration enabled, you can convert all your missed and offline chats to tickets and assign them to a group. By doing so, you can follow-up on these chats right from Freshdesk.


Select the first two checkboxes and hit Save changes once you are done. If you want to convert every chat into a ticket, select the checkbox - Make it mandatory for users to convert every chat into a ticket.


Pull up tickets during a conversation in Freshchat


While you are chatting with a visitor, you can click on More info and select the green dew drop to view your info card.  If the email address or phone number of the visitor matches with the tickets in Freshdesk, a list of 10 tickets will show up, with the most recent ticket on top. 

 



You can click on any one of them and get more context while you are in-conversation. If you click on Go to Freshdesk, you will be directed to the ticket in Freshdesk.


What happens if a user ends the chat


When the user is ending the chat, they will get three options

  • New ticket
  • Add to an existing ticket
  • Do nothing

1. If you select New ticket, a new ticket would be created in Freshdesk. You can set the Status, Priority, Type, Group and Agent for the ticket if you want. Select End chat once you are done. 



2. If you select Add to an existing ticket and the email address or phone number of the visitor matches with the tickets in Freshdesk, a list of 10 tickets will show up, with the most recent ticket on top.




You can select any one of the tickets in the list and you would be given an option to resolve the ticket. Select Resolve the ticket checkbox if you wish to, and End chat. 


3. If you do not want to create a ticket, simply select Do nothing and End chat



What happens if a visitor ends the chat


If your visitor ends a chat, the user would be asked to close the chat window and then asked to choose between the three options. You can create a New ticket or Add to an existing ticket or simply Do nothing. 

Hit Save and close once you are done.