Integrating Freshdesk and Hotline lets you engage with customers through the existing ticketing workflow when a user reaches out to you via Hotline’s in-app messaging feature. The Hotline-Freshdesk integration will give you an easy way to bring conversations from the mobile channel into Freshdesk. The integration only addresses the “customer support agent” use case and you will still need to use the Hotline interface for campaigns, proactive messaging, messaging settings, etc.

 

Who should use the Freshdesk integration?

This integration is suitable for customers who want customer support conversations across channels (email, live-chat, social, web forms,mobile, etc.) in a single interface, and where the expectations around support over messaging are more asynchronous. If you have high transaction volumes and want to support users in real time (<30 second 1st response time, etc), we recommend you use Hotline for engaging with customers. 

 

This integration can also be used to have customer support agents engage on the move via the Freshdesk mobile app with customers reaching out over messaging.

 

How it works

 

When an end user messages the business from a mobile app to register an issue or complaint, a ticket is generated on Freshdesk for the same. An agent can reply on the ticket to send a response to the end user. The end user receives the message within the messaging/chat interface, and also receive a push notification if they are outside of the app or messaging interface. The agents can thus use the Freshdesk ticketing interface to engage back and forth with the user, ultimately resolving the conversation on Freshdesk itself.

When the user messages again, a new ticket will be generated if the issue is resolved already, and the existing ticket is appended with a comment if it was open.

 

History of previous conversations will be available via the“recent conversations” section of the interface.

 

The end user experience remains the same whether you use the Freshdesk-Hotline integration or not. They have a native mobile messaging experience for a back and forth with the business right inside the business’s app. The support agents would be using the ticketing interface rather than the Hotline messaging interface to interact with the users.

 

A predetermined value is set to differentiate the tickets that come from various channels. Tickets raised through Hotline will have the ticket “source” field set to “Mobihelp” to aid with any specific rules you want to set for users coming from mobile.


Tags for Freshdesk - Hotline integration


Customers with multiple apps, who need to move to Hotline can now use tags to identify individual apps and route the reply back to the respective apps with a modification to the Observer Rule for Hotline Integration and applies to Mobihelp customers as well. The Freshdesk integration now allows the following information to be added as tags when a new ticket is created within Freshdesk:

  1. OS : iOS or Android
  2. App Name  
  3. Channel Name

The Source will continue to be set as MobiHelp. Earlier, It was not possible to identify the app through which the ticket was generated (In the case of multiple apps) or to identify the Hotline Channel through which the user contacted support. With this information now available as tags, Freshdesk customers can setup additional automations within Freshdesk as needed. For eg : Assign iOS app issues to the iOS dev team using Dispatcher. 


Existing Mobihelp customers with multiple apps, who need to move to Hotline can use tags to identify individual apps and route the reply back to the respective apps with a modification to the Observer Rule for Hotline Integration. Please check here for details on how to setup the Observer Rule. The same can be done for any new customer who signs up for Hotline. 


Note: The tags have to be created beforehand on every Freshdesk ticket


Some pictures showing how the interface will look + "recent tickets"


1. When an end user sends a msg via their in-app chat option, it appears as a ticket on Freshdesk as seen below (Image 1.1 and Image 1.2)

 

 

(Image 1.1)



 Image 1.2



2. Using the ‘Reply’ option on the Freshdesk interface, thesupport rep gets in touch with the user. (Image 2.1)

 

(Image 2.1)


3. If the end user is outside the app, the user gets a push notification that directs him to the message from the agent. (Image 3.1 and Image 3.2)


(Image 3.1)



        

(Image 3.2)


4. The user replies with his or her query (Image 4.1)


(Image 4.1)


5. The agent using the Freshdesk interface will then set the priority, status, source, type and add the tags for the ticket accordingly. (Image 5.1)

 

(Image 5.1)


6. The agent gets back to the user with the necessary information (Image 6.1)


(Image 6.1)


7. The user engages with the support representative again via chats (Image 7.1)


(Image 7.1) 

8. The agent replies to the user and then updates the ticket accordingly (Image 8.1) 


(Image 8.1)


9. The end user experience remains the same whether you use the Freshdesk-Hotline integration or not. (Image 9.1)

 

(Image 9.1)

       


Note:

  • Pictures and voice messages sent from the user will appear on Freshdesk as URLs that you can click on to access the picture or voice content. 
  • You cannot send back picture messages or deep link buttons to users via this integration.