As part of your onboarding journey, you will need to select the CRM you would like to connect to, in this case, Freshdesk. To do this you will go to Settings > CRM Integration > Add CRM Integration > Freshdesk.
From here you will be asked to determine the integration settings. But before we get into that, there are some things to prepare before you start.
Included in this article
- Preparing your Integration
- Integration Parameters
- Creating an Automation Rule
- Activate Automation Engine
- Removing Automation Rule
Preparing your Integration
The great thing is it doesn't matter what subscription you are on, unlike with other CRMs, however, it does impact the number of requests you can receive per minute - details here.
Before getting into the configuration of the CRM integration, a decision needs to be made on Freshdesks' side as to how the bot connects. Do you want to connect to an existing Freshdesk account or create a dedicated user for the virtual agent?
Note - The account will need the Administrator role.
There are pros and cons to both, as there are in everything in life, but we would recommend having an account dedicated to the virtual agent.
- Analytics - The analytics in Freshdesk will be accurate to the actions performed by the virtual agent automation.
- Clarity - Your customers will receive emails from this account as the sender, which could cause confusion on what actions were performed by the virtual agent and which were performed by the account owner if it is connected to an existing account.
Of course, the downside to having an account dedicated to the virtual agent is the cost of a seat in Freshdesk.
Once you have decided on which account will be connected, you are ready to start creating the integration.
Once you have navigated to the CRM Integration area and selected Freshdesk as your CRM of choice, the next step is to complete the Integration Parameters. By clicking the button for Integration Parameters settings, a pop-up will expand from the right-hand side to complete the integration details. Once all fields are completed, click save.
Below is a table that explains what all the fields mean.
This is a Freshdesk API Key, and can be found within Freshdesk clicking the user Avatar > Profile Settings > API Key
Copy and paste this API key into the field. This is what determines which account the bot will be acting on behalf of.
If you reset the API key at any point, this step will need to be redone.
This is the section of the support portal URL that was decided upon account creation.
It is the section before .freshdesk.com
The source is the supported channels by Freshdesk.
Select the source/channel for Ultimate to automate.
You can select multiple sources/channels, based on which you desire to automate.
|Each Freshdesk plan has a specific rate limit, in order for Ultimate to respect your subscribed plan API rate limit, please select your subscribed plan.|
Creating an Automation Rule
Create an automation rule in your Freshdesk by clicking the Create Automation Rule button. The automation rule will:
Be created on behalf of the user’s API key that you configured the integration with
Notify Ultimate of the incoming tickets in the channel you specified in the integration parameters.
Example: If you specified Email as the source, then Ultimate will only automate the incoming tickets from the Email channel.
You can then edit this rule based on your needs if you would like.
Activate Automation Engine
To enable Ultimate to automate the incoming tickets, enable the automation engine toggle. This will activate the automation rule we just enabled.
Removing the Automation Rule
Once you enable the automation engine green, if you need to edit any of the configuration settings, including the automation rule, this toggle will need to be disabled.
When the toggle is disabled, the button to remove the automation rule will become purple again and clickable.
Upon removing the rule, the Ultimate automation rule created in Freshdesk will be permanently deleted. Thus, any customized settings applied to this automation rule will be lost.