How to integrate Freshdesk with BIK
Find Freshdesk on BIK integrations page (https://dashboard.bik.ai/integrations). Login with Freshdesk account to integrate
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
Using Freshdesk in automated journeys at BIK
To create a ticket automatically
Create a ticket, right from the chat!
Search for tickets against a customer, right on BIK!
