This step-by-step article will guide you through the process integrating Freshdesk with ChannelReply. Once your account is connected, you'll be able to link Amazon, eBay, Back Market, Newegg, Shopify and Walmart support to Freshdesk.
Click on any image to see the full-sized screenshot.
Choose Freshdesk as your helpdesk. You can do this right after you create an account, on the page that follows the welcome screen…
…or from your ChannelReply dashboard.
To connect your Freshdesk account to ChannelReply, we’ll need your Freshdesk domain and your API key. You can follow along with the video or the written instructions below to complete this step.
Log in to your Freshdesk account. Look at the URL. If it contains freshdesk.com like the link in the screenshot below, copy it.
Next, paste it into the “Freshdesk Domain” field in ChannelReply. Everything except your unique Freshdesk domain will be removed. For example, when we enter https://channelreply.freshdesk.com/a/admin, it becomes “channelreply” instead.
If you don't see freshdesk.com in your URL, it means you have a custom domain. To find your original Freshdesk domain, go to Admin > Helpdesk Settings inside Freshdesk.
Click "Edit Portal."
In the Portal URL section, you'll see instructions for pointing a custom domain to your freshdesk.com domain. Copy the freshdesk.com domain. In the example below, we'd copy channelreply.freshdesk.com
Return to ChannelReply and enter the domain in the Freshdesk Domain field. Everything except your unique domain will be automatically removed.
Next up is entering your Freshdesk API key. You can find this by clicking on your profile picture in the upper right and selecting “Profile settings” from the dropdown menu.
You will find your API key on the right. Copy it, then return to ChannelReply.
Paste the key into the “Freshdesk API key” field. Then click “TEST CONNECTION.”
“TEST CONNECTION” should change to “CONNECTED” and display a green checkmark. Click “NEXT” to continue.
On the next screen, click “INSTALL CHANNELREPLY IN YOUR FRESHDESK ACCOUNT.” (If you already left the screen shown below, log in to your Freshdesk account and go to Admin > Apps instead.)
You will arrive in the Freshdesk app marketplace. Search for ChannelReply and select it from the results.
Click “Install” on the ChannelReply app page.
On the next page, paste in your API key and then click the new “Install” button.
You will then see ChannelReply in your list of installed apps. Freshdesk integration is now complete!
Return to ChannelReply and click “Next.”
This will take you to the final step: connecting your marketplace accounts.
Choose the first marketplace you’d like to connect. Or, if you’re out of time, you can leave now and come back later. You can always add new marketplace accounts from your account dashboard.
Once you connect a marketplace account, any new buyer messages it receives will arrive in Freshdesk. Use the ChannelReply app in the right-hand sidebar to view customer and order info.
The app also allows you to take actions. For example, you can request Amazon reviews, approve eBay or Back Market refunds, or cancel Newegg, Shopify or Walmart orders.
These advanced tools can be set up anytime. They are not required for messaging, but they will save you a lot of time on support!
ChannelReply's custom fields allow you to do all kinds of awesome stuff in Freshdesk. For example, you can auto-enter Amazon, eBay, Back Market, Newegg, Shopify and Walmart data in your canned responses. You can also set up automations (triggers) based on order details. See "How to Use ChannelReply Data in Freshdesk Canned Responses & More" for instructions on this optional feature.
It’s also important to note that normal Freshdesk automations will not work as autoresponders for most marketplaces. If you’d like to send auto-replies to marketplace customers, make sure you have connected at least one marketplace account. Then see our Freshdesk autoresponder instructions.
If you have Freshdesk signatures or canned replies with links, contact info, or marketing materials, note that these things may breach marketplace communication policies. We recommend either deleting them in Freshdesk or using our text remover.
The text remover deletes any specific text of your choice when you send replies from Freshdesk to any marketplace account connected to ChannelReply. You can use it for multiple specific strings of text, but be careful, as the text must be exact!
If you ever get stuck with your ChannelReply-Freshdesk integration, please contact us and we’ll happily assist you.