Konnect Insights

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.

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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:
If you need any further assistance, don’t hesitate to contact us at support@konnectinsights.com with any questions.

Setting Up I-Frame in Freshdesk

  1. Go to the admin tab in freshworks portal
  2. Select the "Workflow" tab and then click on "Ticket Fields"
  3. Now we create a new custom field by simply clicking on the "Single-line Text" option
  4. Enter the required details and click on "Save Field"
  5. We have succesfully created a custom field.
  6. Let's head to Konnect Insights now. Navigate to the "admin" menu
  7. Click on the integrated apps section. You will find freshworks there.
  8. Click on the gear icon on the far left end.
  9. Now we will map the custom field created in freshworks to out "TicketId" field.
  10. Now we have successfully mapped the custom field to our "TicketId" field.
  11. To setup an I-Frame, sign in into Freshdesk developer portal using your Freshdesk credentials created in the above steps.
  12. Now Scroll Down and click on the "New App" button.
  13. Select the "Custom App" option
  14. Scroll down and enter your application zip file. Then name the file according to your preferences and click on the proceed button. You can download the .zip file here. Package Zip File
  15. Fill all the required details about your Application, scroll down and click on "Save and Publish".

  16. The successfully published app is now visible under the all apps section on our Freshdesk developer portal.
  17. Now let's head to our freshworks portal and enter the marketplace tab
  18. Now click on the "Marketpace Apps" tab.
  19. Click on "Manage Apps" button
  20. Under the custom apps section, you will see the app you previously published. Install the app.
  21. Once the app is done installing, go to the ticket menu.
  22. Now enter into one ticket view by click on any ticket Id.
  23. Refresh the page. Then you will see a new small icon besides the "Delete" icon. Click on it
  24. A new side window will appear, this means we have successfully integrated Iframe into freskdesk
If you need any further assistance, don’t hesitate to contact us at support@konnectinsights.com with any questions.