Overview

CustomerSuccessBox supports integration with Freshdesk to pull in conversations and associated metrics. In this article, we list out the steps and requirements to integrate Freshdesk with CustomerSuccessBox. 

Why should I integrate with Freshdesk?

Integrating Freshdesk with CustomerSuccessBox enables you to 

• View support conversations raised by each customer in one single place
• View Service metrics
• Configure Risk Alerts on Overdue Tickets, Total Tickets Raised, Critical Tickets
• Set up  Service Health
• Segment Accounts on Overdue Tickets, Total Tickets Raised, Critical Tickets

Authorizing Access to Freshdesk

Follow the steps below to authorize CustomerSuccessBox access to Freshdesk

1. Log-in to your CustomerSuccessBox instance 
2. Navigate to the Integrations Hub from Settings > Integrations
   
3. Find and click on Freshdesk under Available Support Integrations 
4. Enter API Key (refer to this document to get API Key) and Site
   
5. Click Authorize
   

   We are soon coming up with O-auth option with better security.

That's it! Freshdesk is integrated with just the authorization. 

You will now be able to:

• View conversations associated with existing CustomerSuccessBox users from under the 'Tickets' tab of a  CustomerSuccessBox Account.
• View Service metrics based on Freshdesk conversations
• Configure Risk Alerts on Overdue Tickets, Total Tickets Raised
• Set up  Service Health
• Segment Accounts on Overdue Tickets, Total Tickets Raised

NOTE: All conversations belonging to existing users in CustomerSuccessBox are synced from Freshdesk once everyday 12 AM GMT

Prerequisites for One-click Integration

Users must already exist in CustomerSuccessBox with valid email address(es).  This enables CustomerSuccessBox to identify users in Freshdesk. 

NOTE: Conversations are synced every 24 hours along with associated support metrics. Freshdesk conversations take up to 30 minutes from authorization to fetch in all relevant conversations. Risk Alerts, Service Health, and Segments can be set up instantly.

Your Customer Success Manager will discuss the different options available to you for bringing in data from Freshdesk during the kick-off call.

Integration Configuration

Pulling Conversations from Freshdesk to CustomerSuccessBox

All conversations belonging to existing users in CustomerSuccessBox are synced daily from Freshdesk. Existing users must have email defined for themselves in either email or business email attribute.

Creating new users from Freshdesk

We can support creating new users in CustomerSuccessBox from Freshdesk by:

1. Identifying unique identifier for CustomerSuccessBox Account in Freshdesk's Companies Object
2. Identifying unique identifier for CustomerSuccessBox User in Freshdesk's Contacts object

Our team configures integration to roll this out. To initiate a request contact us or reach out to your dedicated Customer Success Manager

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in left side navigation bar
2. Create a conversation from here
3. Send an email to support@customersuccessbox.com