Guide FloatChat

Floatchat- User Guid

freshdesk

1. Introduction #

Chatbots are commonly used to provide customer solutions and answer Frequently Asked Questions. However, there may be unique or unfamiliar queries that the chatbot is not trained to handle. To address this, we have introduced integration with the Freshdesk Ticketing Platform. Customers can now integrate their Freshdesk account with Floatchat and enable users to create tickets, retrieve ticket details, and update existing tickets directly from the chatbot.

Please note that direct integration with Freshdesk is supported only for the following paid plans: Blossom, Garden, Estate, and Forest. For more details, you can refer to the Freshdesk website: [Freshdesk Features](https://freshdesk.com/helpdesk-features).

2.Access to Integration #

To access Freshdesk Integration in Floatchat, go to the Integration tab and select Cloud Integrations. This feature is available for customers on the Business plan or higher.

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Once the integration with Freshdesk account is completed, you can use the integration APIs within the conversation flow by using the Freshdesk Node in Builder > Paths.

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3. Steps to Configure Freshdesk Integration #

3.1 Adding the Freshdesk Integration #

3.1.1 Log in to your Floatchat account and navigate to the Integration tab. Click on “Connect” in the Freshdesk section. Provide a name for the Freshdesk integration and click on “Authorize”.

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3.1.2 Enter your Freshdesk API key. You can find the API key by logging in to Freshdesk and clicking on “Profile Settings” from the top-right menu. Copy the key from the “Your API Key” section and paste it into the API Key field in the Floatchat portal.

3.1.3 Retrieve the domain name from the URL of your Freshdesk page. Copy the subdomain name (the part before freshdesk.com). For example, if the URL is “sample1234.freshdesk.com”, the subdomain is “sample1234”. Paste the subdomain name into the Subdomain field in the Floatchat portal and click on “Save”.

3.2 Configuring Freshdesk Node

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3.2.1 After authorizing your Freshdesk account, go to Builder > Paths of your choice and add a Freshdesk node.

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3.2.2 You can either authorize a new account or use a previously authorized account.

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3.2.3 Selecting an Action

i) Once you select your account, choose an action from the available list:

a. Create Ticket

b. Get Ticket

c. Update Ticket

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ii) Selecting an action will populate the required rows for completing the action and assign different attributes based on the required information.

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iii) Once you have assigned the attributes, save the node, and your integration is ready.

iv) Any tickets created will have their corresponding ticket IDs saved in the attribute {{user.ticket.id}}.

v) If needed, you can use this attribute directly or save it in a custom attribute to display the ticket ID to the user who created the ticket in the chatbot flow.

If you need further assistance, please don’t hesitate to contact support@floatchat.com.

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