Freshservice & Zoho SalesIQ

Benefits of integrating Freshservice with SalesIQ  

1. Seamless chat-to-ticket conversion: Easily convert chats into Freshservice tickets, streamlining the support process and ensuring that no issue is overlooked.
   
2. Context-rich support: Access and manage recent Freshservice tickets directly from the SalesIQ dashboard, providing agents with quick visibility into ongoing support requests.
   
3. Efficient ticket management: Organize and prioritize tickets by department, status, and urgency, ensuring smooth and effective handling of both chats and tickets.
   

How to integrate your Freshservice account with SalesIQ?

Prerequisites:

1. A Freshservice account with admin privileges.                
   
2. A Zoho SalesIQ account with admin privileges.
   

Connect Freshservice with SalesIQ 

1. Log in to your Zoho SalesIQ account.
   
2. Navigate to Settings → Integrations → Help Desk → Freshservice.
   

1. Click Add to open the integration setup.
   

1. Enter your Freshservice domain name (e.g., yourcompany.freshservice.com) and API key. Where can I find my Freshservice domain name & API key?
   

1. Finally, click on Add Freshservice Integration.
   

1. Upon successful connection, you’ll see the Freshservice administrator details and portal name displayed in the Connect with your Freshservice account section, confirming that the integration is done.
   

1. You can modify or update the domain name and API key by using the Update option here.
   

Setting up the Freshservice + SalesIQ integration configurations

Freshservice configurations

Chats to be converted as tickets in Freshservice

1. Operator attended - A chat attended by an operator.
   
2. Bot attended - A chat attended by a bot.
   
3. Missed - A chat missed by operator/bot.
   

Choose when to convert chats as tickets

1. While attending chat – as soon as the operator picks up the chat.
   
2. While ending chat – when the chat ends.
   

Default status of created tickets

Ticket owner in Freshservice

Here, you can select the agent who will be responsible in Freshservice for tickets created from SalesIQ chats.

You can choose:

1. SalesIQ chat attender: The operator who handled the chat will be assigned as the ticket owner
2. A specific Freshservice agent: If a specific Freshservice agent is selected, the same agent will be assigned as the owner for all tickets created from chats.
   

Note: In case the ticket owner in Freshservice is chosen as the SalesIQ chat attender, and the attender is not part of your Freshservice organization, then the new tickets will be created as unassigned.

Ticket owner in Freshservice for missed and bot-attended chats

This option will be displayed only when SalesIQ chat attender is selected as the ticket owner.

1. Here, you can select the agent who will be responsible in Freshservice for tickets created from missed chats and bot-attended chats.
2. You can choose a default Freshservice agent or leave it as Unassigned, based on your requirement.
   

Department mapping

Map SalesIQ departments with Freshservice groups

1. First, select the SalesIQ brand from the brands list.
   
2. Then, choose the workspace from Freshservice where the chats must be pushed as tickets.
   

Note: The primary workspace from Freshservice will be considered and populated here by default for all the SalesIQ brands. The integration owner can map the Freshservice workspaces as needed for each SalesIQ brand.

1. Next, you can configure the Freshservice group to which the created tickets must be pushed. The groups will be listed based on the workspace chosen.
   
2. You can either choose the exact Freshservice group the data must be pushed to or one of the following options.
   
1. Choose on demand - This option will allow operators to manually push a chat as a ticket to the required group in Freshservice, on the Freshservice widget of the operator chat window.
   

Note: If any SalesIQ chats are chosen for auto-conversion (Freshservice Configurations > Chats to be converted as tickets in Freshservice) those chats will be pushed to Freshservice as tickets automatically. To achieve complete manual push of data, deselect all the options available for automatic push of tickets.

1. Read-only - Existing tickets of visitors will be displayed in the Freshservice widget on the operator chat window, but there will be no option for operators to convert the current chat to a Freshservice ticket. This is a read-only option that allows view access alone.
   
2. No integration - The Freshservice widget will not display any information.
   
3. Choose the configurations for all the available SalesIQ departments to complete department mapping.
   

1. Choose the configurations for all the available SalesIQ departments to complete department mapping.
   

SalesIQ configurations

Missed chat status in SalesIQ

1. Keep as missed chat - This will retain the SalesIQ chat in the missed chats section.
   
2. Move to closed chats - The missed chat will be moved to the closed chats section, follow-ups of the chat can be carried out in Freshservice.
   

Freshservice fields for ticket creation on SalesIQ

1. Choose the SalesIQ brand and Freshservice group.
   

1. Under Freshservice layout fields, the fields from the chosen Freshservice group will be listed.
   
2. You can drag and drop the Freshservice ticket fields on the left to the "Fields to show in SalesIQ" area on the right.
   
3. Once the required fields are dropped to the right, you can rearrange the order to customize the order that you want your operators to fill in during manual Freshservice ticket creation.
   

Freshservice info on SalesIQ's Operator chat window

1. view a customer or visitor's corresponding tickets' information from the Freshservice database on SalesIQ's operator chat window (Freshservice info widget).
   
2. convert the current chat as a ticket in Freshservice and specify the information to be populated on the required fields within Freshservice.
   

Convert chats as tickets in Freshservice

1. Click on the 'Convert chat as ticket' option in the Freshservice widget on the operator chat window.
   

1. The Create ticket dialog box will appear. You can choose to associate the chat to an existing ticket or create it as a new ticket.
   

1. Next, add the details of the ticket and click on Submit.
   

1. The ticket will be added and will be visible on the Freshservice info widget on the right.
   
2. You can also view the ticket in your Freshservice portal. Click on the navigation icon on the ticket to navigate straightaway to the ticket page on Freshservice.

1. You will be navigated to ticket's page on Freshservice and the details will be available on  as recorded on SalesIQ.
   

Note: The operator must be part of the integrated Freshservice portal to be able to directly navigate to the ticket page on Freshservice. If they are not part of the Freshservice portal, they will not have the option to navigate.

What details from SalesIQ will be pushed to Freshservice?

1. The chat transcript along with any attachments will be pushed. This will be available in the details tab under Conversations.
   
2. An automatic private note will also be added to the Conversations section that includes the question, location, browser and system details of the visitor/customer.
   
3. For the tickets pushed from SalesIQ, the source will be automatically set to Chat in the Properties section.
   

1. The actions made in relation to this ticket will be available on the Activity tab.
   

Managing the Freshservice integration  

1. Disable integration: You can disable the linked integration in the integration settings page by clicking on Disable at the top right.
   

1. Re-enable integration: You can re-enable the linked integration on the same page in the same manner.
   

Note: If the Freshservice user who set up the integration is deactivated or loses access, the integration may fail, ensure their account remains active on both SalesIQ and Freshservice.

Where can I find my Freshservice domain name & API key?

1. Log in to your Freshservice account.
   
2. Click the profile icon at the top right and then click on Profile settings.
   

1. Your API key will be available at the right. Click on Show API Key to display the API key.
   

1. The domain name will be available at the top of the browser URL.