We are happy to announce that our new Freshdesk integration is up and running. Our seamless integration lets you use Textline’s business texting software natively within Freshdesk’s cloud-based customer service software using a top bar widget or ticket sidebar widget.
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Send and respond to text messages right from Freshdesk, rather than switching back and forth between different platforms when you need to quickly respond to a customer support issue or view a record of all of your conversations. All text conversations are automatically logged on customer tickets, while Freshdesk contacts are saved in Textline’s address book.
- Respond instantly to customers with automatic greetings and away messages.
- Automate your workflow by scheduling messages in advance or using message templates for frequently used messages.
- Easily transfer text conversations between agents, similar to transferring phone calls.
Installation Instructions
- Sign in or sign up for a Textline account at textline.com (You must have administrator permissions in both Textline and Freshdesk to set up the integration).
- In Textline, visit Settings > Tools & Integrations and click the Freshdesk logo.
- Enter your Freshdesk subdomain and admin API key, and click Connect to allow Textline to access your Freshdesk account.
- In Freshdesk, login as admin and navigate to Admin > Apps (under Helpdesk Productivity).
- Click “Get More Apps”, and search and select Textline.
- Install the app.
- On the left navigation bar in Freshdesk, click on the Textline logo to sign into your Textline account.
- You should now be able to view the Textline app through the full page app and a sidebar app that corresponds to the currently visible Freshdesk ticket.