With Nexmo Messaging for Freshdesk customers (end users) are able to open new tickets, request ticket updates and get responses from Freshdesk agents by SMS (2-way), WhatsApp and Facebook Messenger. Business benefits -Higher customer satisfaction: your customers are now able to communicate with your brand using their preferred communication channel -Reduced call volumes: many customers will choose to contact your brand via messaging rather than calling -Faster issue resolution and higher efficiency: agents can treat several issues via messaging at the same time Nexmo Messaging for Freshdesk allows customers to: -Create tickets via SMS, WhatsApp and Facebook Messenger -View open tickets -Request tickets status -Reply to an existing ticket The Connector is free to download and easy to configure. A Nexmo API subscription is required to use the connector. Please go to www.nexmo.com to subscribe to Nexmo’s API service or to start a free trial. The connector is highly configurable, and it can be customized for the desired use case and experience. For more information on how to customize the connector, please send an email to freshworks-sales@vonage.com. About Nexmo, the Vonage API Platform. Nexmo is a world leader in Communications APIs. We develop and market communication APIs to enable developers and businesses to rapidly innovate the way they communicate with their customers. Nexmo is a business unit of Vonage, a publicly traded Telecommunications company, that provides integrated voice, text, video, data, collaboration, contact center and mobile applications over Vonage’s VoIP network. In 2018, Vonage reported consolidated revenues of $1.05 billion. We employ 2,200 people worldwide.

Table of Contents 1. Connector Overview 2. Connector Configuration 3. How to use the Connector 1. Connector overview Nexmo Messaging for Freshdesk provides additional communication channels into Freshdesk: SMS (2-way) WhatsApp Facebook Messenger The Connector allows end user customers to open a new support ticket directly into Freshdesk by SMS, WhatsApp or Facebook messenger. Once the ticket is opened, customers can then communicate with an agent using the same communication channels. All interactions are recorded in the Freshdesk agent interface. 2. Connector Configuration Note: if you encounter any configuration issue, please contact Nexmo at support@nexmo.com. 2.1 Prerequisites: Freshworks and Nexmo accounts Before you start configuring the Nexmo Messaging for Freshdesk connector, you must have an active account with Freshdesk and with Nexmo. Please go to https://www.freshworks.com/ to subscribe to Freshdesk or start a free trial. Please go to www.nexmo.com to subscribe to Nexmo’s API service or start a free trial. You may elect to use all or some of the following communication channels: -SMS - https://www.nexmo.com/pricing -WhatsApp https://www.nexmo.com/products/messages/whatsapp -FaceBook Messenger https://developer.nexmo.com/messages/concepts/facebook 2.2 Connector Installation 2.2.1 Connector download and configuration Go to https://www.freshworks.com/apps/freshdesk/ In the search window, type ‘Nexmo’ Click on ‘install’ Provide the following Installation Parameters when prompted during Install: -Freshdesk API Key: to retrieve your Freshdesk API key, login to Freshdesk. The API key can be found in your profile settings under “Your API key”. -Nexmo API key and secret: to retrieve your Nexmo API key and secret, open your Nexmo Account from dashboard.nexmo.com. Login, then navigate to “Getting Started”. You will find the API Key and Secret. -Nexmo SMS Number (if you are using SMS): enter your purchased Nexmo SMS Number. As a reminder, SMS numbers can be purchased here: https://www.nexmo.com/pricing -Nexmo WhatsApp Number (if you are using WhatsApp): enter your purchased Nexmo WhatsApp Number. Follow Instructions on Nexmo site to get WhatsApp number and Templates. https://www.nexmo.com/products/messages/whatsapp. Nexmo WhatsApp Template details: contact Nexmo Support to create WhatsApp Template IDs to be used while sending WhatsApp messages. -Facebook Page ID (if you are using Facebook Messenger): enter your Nexmo Facebook Page ID - refer to https://developer.nexmo.com/messages/concepts/facebook 2.2.2 Freshdesk Observer setup This step is mandatory. It allows end users to receive updates from Freshdesk when an Agent updates a ticket. To create an Observer, follow the steps below: 1. Login to your Freshdesk Environment/site 2. Open the Admin (settings) page from your Freshdesk account, click on “Automations” from the Helpdesk productivity section. 3. Click on “New Rule” 4. Provide Rule name and description 5. Choose Action -> ”Performed by Agent” 6. Add new events as shown below (only mentioned events are supported by connector) -Priority is changed / From: Any Priority / To: Any Priority -Type is changed / From: Any Type / To: Any Type -Status is changed / From: Any Status / To: Any Status -Agent is updated / From Any / To: Any -Note is added / Type: Any 7. From the section “On tickets with these properties” choose Match Any of below 8. In the “Action perform” section, choose “Trigger webhook” -Set Request type POST -Paste callback URL from your Connector. Click on “Get Webhook URL” in your connector to get the Callback URL. -Use JSON Encoding -In the content section choose the fields mentioned below to get related updates Ticket ID Subject Last Public comment Last Private comment Agent Name Status Priority Ticket Type Requester Phone number Requester Unique External Id Triggered Event 9. Click on save to complete the observer, once the observer is created users will start receiving the updates from Freshdesk. 10. When the ticket is updated by Agent, it automatically generates a message to the end user. For example : # Status of ticket # 600 was updated from “Open” to “Resolved”. 3. How to use the connector The Connector supports specific commands: New: To open a new ticket, users must text “New” followed by the issue description. A new ticket is then automatically created in Freshdesk and a ticket ID is texted back to the user. If users send a request without “New”, the system will text back a list of available commands. Reply: to reply to a ticket, users must text Reply followed by the response. This will notify the agent and add the response to the last seen ticket. Open: To view all open tickets, users must text “Open”. The connector will text back all open tickets in batches of 3. Status: to view the status of a ticket, users must text “Status” followed by the Ticket ID. The Connector will text back the requested status. If the Ticket ID is not found, the Connector will text back a list of all open tickets in batches of 3. More: if users want to see other ticket batches (see commands “Open”) they must text More to list out the next available tickets.