Guide FloatChat

Floatchat- User Guid

Freshdesk Application

The Floatchat direct integration is available for the following paid plans:

  1. Blossom
  2. Garden
  3. Estate
  4. Forest 

1. Access #

1.1 Owners or Supervisors can enable the Floatchat application by navigating to the ‘Integration’ option in the top right corner.

1.2 Click on Floatchat and enable the option ‘Allow agents to configure their own account’.

1.3 Saving these settings will enable the Floatchat Application for all users (Owners, Supervisors, and Agents). For more information, please refer to the Account Setup section. The Integration tab can be found at the top right corner of the Account Icon or on the left-hand side of the bar.

2. Using Floatchat #

2.1 Floatchat currently supports three use cases:

  1.  Create Ticket
  2.  Get Ticket
  3.  Update Ticket

2.2 Agents can click on the Integration icon and select the Floatchat application.

2.3 If an account is not yet integrated, agents will be redirected to the Integration page to integrate an account.

2.4 Agents can choose one of the options: Create Ticket, Get Ticket, or Update Ticket.

2.5 The workflow for each option will differ:

  1. i) Create Ticket – Agents can provide ticket details, and a ticket will be created. The Ticket ID will be displayed, which can be copied to the clipboard and sent to the end user. Please note that Floatchat requires both the First Response date and Due date to be given while creating a new ticket.
  2. ii) Get Ticket – Agents can enter a ticket ID, and the corresponding ticket details will be fetched. The details can be copied to the clipboard and sent to the user.

iii) Update Ticket – Agents can enter a ticket ID, and the corresponding ticket details will be fetched. Agents can make updates to the ticket and save the changes.

 

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