Six new Integrations playing with your Helpdesk

Written by on July 14, 2014

June’s been an extremely busy month for us. And that’s not just because we managed to raise $31 million from Tiger Global, Accel Partners and our newest investors, Google Capital. It’s been extremely productive as well and we’ve managed to push out quite a bunch of features to our product.

Our community forums got a much needed update – you can now moderate spam, view recent activity across all your forums and navigate between different categories with ease. We’ve also revamped our Twitter Integration to let you create multiple keyword streams, filter tweets based on keywords and reply to and post tweets right from within Freshdesk.

And finally, we’ve hooked Freshdesk up with a bunch of other tools as well. Here’s a roundup of all the integrations we pushed out in the last couple of months and why they’re awesome:

Keep your support and business hand in hand

Bring your customers’ support history into your eCommerce app with our newest integrations; Freshdesk is now integrated with Shopify, WooCommerce and Magento which means that even when you’re knee deep in your Admin Panel, trying to find out why the purchase behaviour of one of your star customers is so aberrant, customer feedback and ticket history is never more than a click away.

Hanging out with your customers is now easier than ever

Initiate video calls from your favorite helpdesk and solve even the most complex problems in just a few minutes, with the Freshdesk-Hangouts Integration. All a customer has to do to video chat with an agent is click on the “Initiate Hangouts” button next to his ticket and (if the agent’s online), voila! they’re connected. There’s also a handy little Drive integration that lets you attach Drive files (docs, sheets, everything!) to your tickets and replies with ease.

A global customer base deserves a multilingual knowledge base

Like any good business, all you really want to do is make sure that your customers experience the most refreshing support experience there is, no matter where they are, what they speak or how they reach out to you. The only problem is that not all of your customers speak the same language or dialect. Previously, with Freshdesk’s Dynamic Email Notifications, you could get away with sending out alerts and reminders in multiple languages, but what about your knowledge base? How are you going to make sure that your content is translated in the best possible manner so that there are no ambiguities in your knowledge base?

OneSky swoops in to save the day by configuring a Freshdesk-OneSky integration so that your knowledge base articles can be translated in as little as a few days. And the best part is, they use professional, certified translators to translate the content so, you can make sure that you’re not trying to give your customers “dragon fodder” when you really mean Drachenfutter.

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  • Fernando Arbex

    Very good. This is a kind of thing that enhances the e-commerce.
    Do you plan to make it also available to Opencart?
    Thank you.

  • Awesome work! Excited to test a couple of these out.

  • Jan P.

    Hmm… and what about current customer support? I have reported some bugs in Freshdesk and its been several moths and no changes. And Vijay S. wrote me – we will get this fixed ASAP. My email questions had no answers 🙁

    • freshdesk

      I’m so sorry to hear that, Jan. Can you please tell me your email address so that I can look into the bugs you reported and see if they’ve been patched up?

      • Jan P.
        • freshdesk

          Thank you, Jan. We’ll get right to it.

          • Jan P.

            Its been another three weeks and no one contacted me, no one solved the problem… 🙁

  • Tommy Bayshore

    One simple request i have had forever it seems is the ability to add multiple notes to a companies page within the helpdesk, when you click on “Companies” tab and you see your clients, if you click a client you can add a note, but only one note, and all you can do is edit that one note! So annoying, we have so many different client details we would like to add for each clients but have to keep editing one never ending note entry! Please add this VERY BASIC feature…

    • Alex

      You should use Capsule CRM to store customer data and integrate in Freshdesk just for the support side of it.

      • Tommy Bayshore

        If its free then maybe, not going to implement a new CRM system just to store basic details of a client…

  • Rohan

    When will the FreshChat be available in Freshdesk ios and android app or will there be different app for that?
    Waiting for that from last few months.

    • freshdesk

      Rohan, I’m given to understand that FreshChat will be available as a separate app rather than as a part of the iOS or Android app. I’m sorry but I don’t have an ETA for you at the moment.

      • Ajay

        Update on this?

        • freshdesk

          I’m afraid not, Ajay.

  • Dave

    The new WooCommerce feature is excellent! Do you plan to integrate Canned Responses so you can fire off a Canned Response directly to the customer through the WooCommerce order page? This would be so much more efficient when you need to initiate contact with a customer.