The Plivo integration streamlines your customer engagement on Freshdesk with the power of SMS
Introducing the Freshdesk + Plivo Integration by Codup.io, a robust customer service solution built for the Freshdesk platform.
The integration works alongside Plivo, a business communication platform that allows organizations to connect and engage with their customers efficiently. More specifically, it utilizes the power of Plivo’s SMS API and combines it with Freshdesk’s helpdesk ticketing system.
With the help of this integration, Freshdesk agents can receive text messages regarding the status of a particular Freshdesk ticket. The status in this context focuses on whether or not a query is opened, closed, or is in progress.
The SMS generated by Plivo ensures that your helpdesk agents get real-time updates regarding the status of a ticket, even if they do not have access to their Freshdesk dashboard.
The integration provides an efficient communication platform for your business by ensuring that the unavailability of the internet does not hamper your customer service efforts.
Try the Freshdesk + Plivo integration today!
If the application is not present within the Custom Apps section, then click on Get Custom Apps, and search for “Freshchat + Plivo integration”.
Click on the App and install it.
When you click on the application, a form field will open up asking you for the following details:
Auth ID and Auth Token:
Login into your Plivo account from the native site. Once logged in, you can get both the ID and the Token right from the dashboard.
Freshdesk API Key:
On Freshdesk, click on the Account button at the top right.
Go to Profile Settings > API Key > Copy
Head back to the installation tab
Enter the FreshDesk API key
The SMS templates section on the right allows you to customize and enrich messages that you send from your helpdesk. In its description, you will notice that the App provides you with a list of tags. The tags allow you to include a ticket’s URL, number, and status to the message.
A sample message is shown below:
“The status of ticket: <ticket_number”> has now moved from <old_status> to <new_status>.”
Additionally, you can also create a New Reply/Public note to edit the body text for an outgoing message.
The integration assigns a number to each query. That number, in turn, receives the text message regarding the status of the query.
To assign a number to a particular query, you first have to navigate to Contact Details and click on Name.
Once the Name field opens up, you will notice an Edit button on the top left. A form field would open up where you can add both your work number and your mobile number.
Click on Save to finish configuring the product.