Integrate Konnect Insights with Freshdesk

With Konnect Insights you can manage data from all social platforms such as Twitter, Facebook, Instagram, YouTube and others; as well as blogs, forums, news, consumer forums, review sites and send them to Freshdesk. From Freshdesk you can take action and reply to them. You choose which datapoint you want to send using various filters.

Setting up Konnect-Freshdesk integration is easy. Follow this guide to get started. At the end of the guide you’ll see how your data will appear when they come through to Freshdesk.

Setting Up Freshdesk Integration

  1. To setup this integration, first login to your Konnect Insights account
  2. Navigate to the "Settings" menu at the top of the page
  3. Navigate to "All Apps" tab, search for "Freshdesk" and click on Connect
  4. Head over to "FreshDesk" and login to your account
  5. Click on your profile picture on the top right corner and select "Profile settings"
  6. Copy your API key which will be available below the change password section on the right hand side
  7. Head back to Konnect Insights, paste your Freshdesk API key, enter your Freshdesk subdomain (the word that comes before .freshdesk in your browser when you are logged into freshdesk) and press "Submit"
  8. Congratulations, you’ve linked Konnect Insights to Freshdesk!

Auto Send Ticket To Freshdesk

  1. Click on profile settings and choose "Automation Rules"
  2. Choose profiles of which you want to send the conversations to Freshdesk and hit save. You can filter by Media type, sentiment and country etc.
  3. You can select an agent or group you want to assign tickets (Optional) and hit "Add Rule"
  4. Your conversations will now start showing up in "Freshdesk" as tickets which contains some handy tags to help keep your tickets organized and quick links to reply

Manually Send Ticket To Freshdesk

  1. Click on three dots on the ticket which you want to send to Freshdesk and click "Send To Crm"
  2. Choose the Account to which you want to send ticket, also choose the agent or group below and hit "Send" button.

Here’s how your tickets will look when they start to come through:
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