If you are using Freshdesk as a customer support tool, it is probably a major product feedback channel for your company.
To help you keep track of this valuable customer feedback and merge it with your other feedack channels, we have built an integration that allows support agents to push relevant Freshdesk tickets directly into your Harvestr inbox, in one single click!
How does the integration work?
a Harvestr button will be installed in the ticket interface of your Freshdesk account
each time your support agents get product feedback in Freshdesk, they can send the related tickets to your Harvestr inbox by clicking on this button
in Harvestr, the product team can extract all the valuable feedback and insights from these Freshdesk tickets and act on them to develop great features
in Freshdesk, support agents can be notified on feedback and feature statuses, helping them close the loop with customers
Prerequisites
In order to use our Freshdesk integration, all you need is:
a Harvestr account
a Freshdesk admin account and a Freshdesk API key (you can find your API key in your Freshdesk profile settings)
Once the integration is set up and authorized by one of your company's Freshdesk admin, any Freshdesk agent will be able to use the app without them needing a Harvestr account.
How to integrate Harvestr to your company's Freshdesk account
1.Install the Harvestr app in Freshdesk
Requirements: you must have administrator permissions in Freshdesk to set up the integration.
You can find and install the Harvestr app from the Freshdesk apps marketplace.
Once installed, Harvestr will appear in your Apps in Freshdesk and you need to make sure that it is active (green toggle).
2. Generate and copy your Freshdesk API key
To get this token, jump to your Freshdesk profile settings. The API will be on the top-right corner.
3. Paste your Freshdesk API key into the Harvestr app settings in Freshdesk
Now that you have this key, jump back to the Harvestr app in the list of your Freshdesk apps. Go on the Harvestr app settings and enter your Freshdesk API key into the corresponding "Freshdesk API key" field.
Keep this API key with you as you will also need it in the following step.
4. Finish the installation in Harvestr
Once you have entered the key jump to your Harvestr account and go to the Freshdesk settings page. Enter your Freshdesk url and your Freshdesk API key again and click save.
5. Chose user data synchronization and notification parameters
To finish with, you can chose to :
automatically import user companies from Freshdesk to Harvestr. When this option is active and if you import a ticket from a user who is linked to a company in Freshdesk, we automatically import the company and associate it with the same user in Harvestr
send notifications to escalated Freshdesk tickets when the ticket is read in Harvestr, linked to a Discovery and when this Discovery's state is changed in Harvestr
Congrats, your support team can now use the Harvestr integration in Freshdesk!
How to push a ticket from Freshdesk to your Harvestr inbox
To use your newly installed integration, open a Freshdesk ticket and you will see the Harvestr button appear on the right side of the ticket.
If you do not see the Harvestr icon, just refresh the page and it will appear.
To push a ticket containing product feedback into your Harvestr inbox, support agents just have to click on the blue "Send to Harvestr" button and they will see a confirmation message once the ticket has been sent. You will then get the ticket in your Harvestr inbox with all the messages, along with the name and the email of the Freshdesk requester if they are available in Freshdesk.
In Harvestr, you can now use our homemade selector to categorize incoming tickets and link them to new or existing Discoveries.
Be aware that :
All the messages and notes of a ticket (from your users and teammates) will be sent to Harvestr
If you do not see the tickets coming at first, try to refresh Harvestr
You can only have a single version of a given Freshdesk ticket in your Harvestr account. Therefore, a ticket cannot be sent again to your your Harvestr unless you delete the previous version forever from your Harvestr bin
in Harvestr, you can jump to the ticket and see it in Freshdesk by clicking on the Freshdesk icon next to the message title
How to get updates on feedback status in Freshdesk
Once a ticket has been sent to Harvestr, you can get updates about its status in the product roadmap. These updates are sent to Freshdesk as notifications under the form of ticket comments. These notifications can be set from the Freshdesk integration settings in your Harvestr account.
Once a ticket has been linked to a Discovery in Harvestr, you can also get information about this Discovery right from the related Freshdesk ticket.
If you have requests or ideas about how we could improve our Freshdesk integration to fit your workflow better, shoot us a message!