Installation
Before you begin
Note that the charles - Freshdesk integration will add one user. So make sure to have at least one open spot left
Ask the charles support to provide the Zip file with the custom application
Retrieve a Freshdesk API key from the profile settings
Installation
Note that to install the Freshdesk integration on charles, you need to have an Admin access and access to all folders in Freshdesk.
Please also pay close attention to what needs to be copied from where to avoid mistakes. Take your time 🙂
In charles
In charles, go to Settings > Integrations > Marketplace
Select Freshdesk
Enter your Base URL, e.g. https://acme-gmbh.freshdesk.com
Enter the Freshdesk API key
In Freshdesk
Go to Admin > Apps. You might need admin permissions to execute this step
Select Developer portal
Select "Custom App"
Upload the file you got from the charles Support
As name, you can choose: "charles-freshdesk"
For charles domain, only enter the subdomain. If your URL is https://company.hello-charles.com , enter company.
After all the required fields are filled, hit save and publish and it will be made available back in the freshdesk admin marketplace:
https://CUSTOMER_URL.freshdesk.com/a/admin/marketplace/gallery?route=custom_apps
Finally add the API key values.
Make sure to replace the default API key with your API key.
Now the integration is ready to use.
Feature usage
charles Flow setup
Depending on your ideal set up, you might want to forward every incoming message to Freshdesk or you only want to open tickets in specific scenarios. If the former is the case, please create a new flow.
Next, right-click on the canvas and select Create Freshdesk Ticket from the menu. Connect the trigger to the node and publish the flow.
Finally, go to
https://<your-company>.hello-charles.com/journeys/settings/triggers
and select the flow you just created from the drop down on the right.
With this setup using the Catch-all trigger, every incoming message will open a new Freshdesk ticket and for customers who already have an open ticket, the message will be appended to the ticket.
In case you only want to open tickets in specific instances, add the Create Freshdesk ticket node in the flows where you want to create the tickets.
Using the condition node
If you want to avoid sending customers promotional content while they have an open service ticket, you can use our condition node to filter these people out. Simply add a condition node to the canvas and select properties from the drop-down menu.
Replying from Freshdesk
Option 1: Use native "reply" area
Whenever a ticket is created from charles via WhatsApp, the integration automatically attaches the last few messages to the ticket. Additionally, we add the link to the charles feed.
To respond via Freshdesk, you can use the native text editor.
When clicking on Reply, the message will be sent via WhatsApp.
Option 2: Use the charles widget to send WhatsApp templates
To send a template, go to the ticket view, select a template and click "Send template"