Freshdesk integration allows seamless ticket creation, search, and management through BIK's Journeys and CRM chats. This document explains how to integrate Freshdesk with BIK, manage chats and automations, create tickets, and search for tickets directly on BIK.
How to Integrate Freshdesk with BIK
Navigate to the BIK Integrations Page.
Find Freshdesk in the list of available integrations.
Click "Add integration" and provide API key and domain.
And use "Connect account" to successfully connect FreshdesK with BIK.
Click Login and sign in with your Freshdesk account credentials in Freshdesk.
Once logged in, the integration will be activated.
Managing chats at Freshdesk and Automations at BIK for Instagram
Scenario 1: If your agents only work on Freshdesk for Instagram, but BIK should be able to manage all automated replies on BIK. Here all chats are synced with Freshdesk as well as BIK. BIK managed automated chats should be auto closed on Freshdesk (which requires a configuration on Freshdesk)
Scenario 2: All chats first come to BIK. Chats that require agent intervention are then automatically / manually created in Freshdesk as a ticket. Response on IG still goes from BIK
Creating Tickets in Freshdesk
1. Manually from Helpdesk Chats
Navigate to the Helpdesk and select the chat.
Click on the Customer icon in the right panel and choose BIK.
Locate the Freshdesk option and enter the customer's email address.
Fill in the required fields and create the ticket in Freshdesk.
2. Automatically Using Journeys
Navigate to the respective Journey in BIK.
Select the Freshdesk block under Integration in the Action section.
Fill in the mandatory fields for ticket creation. You can use variables for dynamic input.
Fill optional fields, if applicable.
Tickets will be created automatically when the flow runs. Saved responses can be reused as variables in subsequent journey nodes.
Searching for Tickets in Freshdesk from BIK
Navigate to the Helpdesk and select the chat.
Click on the Customer icon in the right panel and choose BIK.
Locate the Freshdesk option and find the Search feature.
Enter the customer's email address to search for tickets previously created in Freshdesk for that customer.
View the list of tickets and their details directly within BIK.
Fields Required for Freshdesk Ticket Creation
Helpdesk Ticket Fields
Email: The customer’s email address.
Subject: The ticket's subject line.
Add Description (Optional): Additional details about the ticket.
Configure Email: Select a configured Freshdesk email.
Status: Choose the ticket’s status (e.g., Open, Pending, Resolved, Closed).
Priority: Set the priority (Low, Medium, High, Urgent).
Additional Fields in Journeys
BIK Customer ID: Provide directly or use the variable
{{customer.id}}.Type (Optional): Specify the type of issue.
Phone (Optional): Provide the customer’s phone number or use a variable.
FAQs
1) What fields are required for ticket creation?
Mandatory fields include Email, Subject, Status, and Priority. Additional fields like Description and Phone are optional.
2) What is the purpose of integrating Freshdesk with BIK?
The integration allows ticket creation and search directly from BIK, either manually in CRM chats or automatically in Journeys, ensuring streamlined issue tracking and resolution.
3) Can Freshdesk handle BIK’s automated chats?
Yes, BIK manages automated replies, and Freshdesk can be configured to auto-close such chats.
4) How do I search for tickets in Freshdesk from BIK?
Navigate to the Helpdesk, select the chat, and use the Search feature under the Freshdesk option to find tickets created for the customer's email.
For further assistance or to raise feature requests related to Freshdesk Block, please contact [email protected].