Connect Freshdesk so that a conversation Convi can't finish becomes a Freshdesk ticket for your team. This article is for store owners whose team answers shoppers in Freshdesk.
Plans: every plan and the free trial · Where: Convi admin › Integrations › Helpdesk, and your Freshdesk account · Who: the store owner, and team members whose role allows it · Time: about 5 minutes
Before you start: your Freshdesk plan must include API access. Freshdesk's Free and Sprout plans don't.
What does the Freshdesk connection do?
The Freshdesk connection lets Convi create a ticket in Freshdesk for each handoff. Connecting alone sends nothing, unless your store still uses the old Automate handover setting. Otherwise, tickets start only after you pick Freshdesk under Where handoffs go, as this article shows.
When Convi hands a conversation over to Freshdesk:
Convi asks the shopper for their email, if it doesn't have it yet.
The AI stops answering, and tells the shopper that your team will reply by email.
Convi creates the ticket.
The table below shows what the ticket holds.
Part of the ticket | What Convi sends |
Subject |
|
Description | A short summary of the conversation, written by Convi's AI. If there's no summary yet, the shopper's last message |
The shopper's email | |
Status and priority | Open, and Low |
The ticket doesn't hold the whole chat. The conversation also stays in Convi, under Needs help in Conversations, where you can read all of it.
Find your API key in Freshdesk
Your Freshdesk API key is in your profile. To find it:
In Freshdesk, select your profile picture at the top right.
Select Profile Settings.
In the right pane, select View API key, and complete the captcha.
Copy the key.
Your subdomain is the part of your Freshdesk address before .freshdesk.com, for example your-company. Convi can do in Freshdesk what your agent role allows, so the role must be able to create tickets.
Connect Freshdesk in Convi
You connect Freshdesk from its tile on the Integrations page. To connect it:
In the Convi admin, go to Integrations.
Under Helpdesk, find Freshdesk and select Connect. The Configure Freshdesk window opens.
In Freshdesk subdomain, enter only your subdomain.
In API key, paste your key.
Select Test connection. You'll see "Connection successful!"
Select Connect. You'll see "Freshdesk integration saved successfully."
The Configure Freshdesk window after a successful test.
The test is optional, and Connect works without it. But Convi doesn't check your details when it saves them, so test them first. The Freshdesk tile now shows Connected.
Send handoffs to Freshdesk
To send tickets to Freshdesk, pick it in the Handover to human skill. To pick it:
In the Convi admin, go to Learn › Skills.
Find Handover to human and select Configure.
Under Where handoffs go, choose Send to your helpdesks.
Under Helpdesks, tick Freshdesk.
To share the ticket number with the shopper, tick Include the ticket ID.
Select Test handoff. You'll see "Test ticket #… created in Freshdesk" and a link to open it.
Select Save. You'll see "Skill updated successfully".
Test handoff creates a real ticket in Freshdesk, with the subject "[Test] Convi handoff test". It uses your store's contact email. You can close it.
Check a real handoff
A real handoff shows you what your team will see. To check one:
Open your store in a private browser window.
Open the chat and ask to speak to a person.
Give an email address when Convi asks for one.
Open Freshdesk. The new ticket should be there.
A chat on your live store counts like any shopper's conversation.
Change or disconnect Freshdesk
You change the connection from the Freshdesk tile on the Integrations page. Convi never shows the saved key, so you enter it again. To change the connection:
Select Configure.
Enter the changes.
Enter the API key again.
Select Save. You'll see "Freshdesk integration saved successfully."
To disconnect it:
Select Disconnect on the tile.
Select Disconnect again to confirm. You'll see "Freshdesk integration disconnected successfully."
A disconnected helpdesk stays picked in Handover to human, and shows Disconnected there. Your other picked helpdesks still get tickets. If none is left, conversations go to Needs help in Conversations, and your team gets an email alert. The Handover settings call this list "Needs your reply".
What if no ticket appears in Freshdesk?
Most ticket problems come from the details saved in Convi. The Freshdesk tile shows Connected whenever details are saved, even if they no longer work, so use Test handoff to check them. The table below lists what you might see.
What you see | Likely cause | What to do |
"Connection failed. Please check your credentials and try again." | A wrong subdomain or key, or a Freshdesk plan without API access | Enter only the subdomain, not the full address. Copy the key again, and check your Freshdesk plan |
"The test handoff didn't go through. Try again." | A wrong subdomain, or Freshdesk didn't answer | Select Configure on the tile, and check the subdomain. Then try again |
"Your Freshdesk plan doesn't include API access, so Convi can't create tickets there." | Your Freshdesk plan has no API access | Change your Freshdesk plan, or choose Reply in Convi under Where handoffs go |
"Freshdesk rejected the connection. Reconnect it in Integrations and try again." | The key was reset, or your agent role can't create tickets | Select Configure on the tile, and enter the current key. If the role is the cause, use the key of an agent who can create tickets |
"Freshdesk is limiting requests right now. Try again in a minute." | Freshdesk is limiting API requests | Wait a minute, and test again |
The conversation is in Needs help, and your team got an email alert | Convi couldn't create the ticket in any picked helpdesk, or a reply limit handed the conversation over before the shopper gave an email | Answer the shopper in Conversations. Then select Test handoff |
No ticket, and no handoff either | The shopper didn't give an email, so Convi didn't hand over | Nothing to fix. Convi asks for an email before it hands over |
What the Freshdesk connection doesn't do
The connection only creates tickets. It has these limits:
Replies you send in Freshdesk don't appear in Convi.
Messages the shopper sends after the handoff don't reach the ticket.
Selecting Hand over yourself in Conversations doesn't create a ticket. Only Convi's own handoffs do.
Can I connect Intercom instead?
You can't connect Intercom to Convi yet. Its tile under Helpdesk shows Coming soon. To hear when it's ready, select Join waitlist on the tile.
Related
Hand over a conversation and take it back — the three choices under Where handoffs go, and when Convi hands over.
Choose what Convi can do with skills — every skill, including Handover to human.
Contact the Convi team — if tickets still don't arrive.