In this article
A ticketing support system allows IT, support teams, to be organized, focused, efficient, and effective. This directly impacts costs and revenues, customer retention, and public brand image. Ultimately, ticketing support systems are a means to support and help you deal with any issues/incidents in your organization, managing the incidents from the moment they’re captured through to their resolution.
Freshdesk: Freshdesk is a cloud-based customer support and helpdesk solution. It offers a comprehensive set of features and tools to help businesses support all their customers’ needs. If you are using VIDIZMO and want to configure Freshdesk Ticketing Support with your portal, then you can follow these simple steps.
Before You Start
- You should have Admin, Manager, or at least Contributor level rights in Enterprise Tube/Digital Evidence Management.
- You need to have a Freshdesk account.
If you want to know more about other applications configuration with VIDIZMO then click on: Understanding VIDIZMO Integrated Apps
For integrating VIDIZMO to the Freshdesk Support app, you will need the below-mentioned information.
- API Key
- Submit ticket widget URL
- Shared Secret Key
- Support URL
The steps for getting each piece of information are given below:
1. Login to your Freshdesk account to get the API Key. This API key will help you, in VIDIZMO and Freshdesk integration.
i. Click on your account profile to expand the account options section.
ii. Select the Profile Settings to go to the Profile Settings page.
iii. Copy the API Key. Keep this key with you somewhere, we will be using in VIDIZMO setup part of the article.
2. To get the Submit ticket widget URL.
(This URL will help you get your Freshdesk’s Feedback Form in VIDIZMO, so your customers can launch any support related ticket directly from your Portal).
i. Navigate to Admin.
ii. Select Feedback Form available in Support Channels and open it.
iii. Copy the highlighted URL (using Ctrl+Shift+arrow key) from the Embedded Code section.
Note: To know more about Freshdesk Feedback Forms, click on Help me get started with the feedback form.
3. Get the Shared Secret key.
i. Navigate to Admin.
ii. Select Security in General Settings and open it.
iii. Copy the Key available in section Single Sign on for widget of Widget Settings.
(This Key will help you enable Single Sign-On in VIDIZMO and Freshdesk. Single Sign-On is the mechanism using which your customers can access Freshworks portals using the same credentials they are using to log in to your VIDIZMO Portal).
iv. Get the Support URL, available in Security.
v. Click on the Single Sign-On, which will redirect you to a new page.
vi. Go to Single Sign-on in Authentication Methods.
vii. Enable Single Sign-on using toggle button.
viii. Select JWT SSO from the drop-down menu.
ix. Copy the Redirect URL.
1. From the Portal’s Homepage, log in using Administrator or Manager credentials.
i. Click on the menu icon on the top left-hand corner of the screen to bring up the left navigation pane.
ii. Then click on the arrow to expand the Admin section.
iii. Select Setting to open the Portal Settings navigation panel.
2. From the Portal Settings navigation pane:
i. Click on the Apps to expand the list of operations that can be performed.
ii. Select Support where you can Setup the Freshdesk app.
iii. Click on the Settings gear icon.
iv. Freshdesk Support popup window will appear. Enter the API, Submit ticket widget URL, Shared Secret Key and Support URL copied in Freshdesk Setup part of the article.
v. Now, turn on the feature using the toggle button. This will enable the Freshdesk support app.