Integration with Freshdesk
Overview
MangoApps offers robust federated search capabilities, enabling seamless integration with Freshdesk. This integration allows the customer support team to efficiently search, access, and view Freshdesk Knowledge Base articles directly from MangoApps. By providing a unified search platform, employees can quickly find relevant information from Freshdesk without switching between applications, leading to faster issue resolution and improved customer satisfaction.
Supported Freshdesk plans are Free, Growth, Pro, and Enterprise.
MangoApps Roles Prerequisites
Below are the required roles for both platforms to ensure seamless configuration and use of the federated search feature.
MangoApps Domain Administrators: To enable and configure federated search settings at the domain level.
MangoApps Network User: Users who will be searching the Freshdesk content from MangoApps.
Freshdesk Administrators: To set up and provide the Freshdesk URL and organization name.
Freshdesk Agent: Users who will be creating KB articles in Freshdesk.
Setup of the Integration on Freshdesk
For Freshdesk Administrator
Obtain Freshdesk URL and Organization Name
Log in to Freshdesk as an Admin.
Navigate to the required settings to obtain the Freshdesk URL and organization name.
Get the API Key
The API key can be found under the My Profile settings. This key will be used later to authorize the user one time.
For Freshdesk Agent
The agent team is responsible for creating the knowledge base articles in Freshdesk, which can be searched from MangoApps once they are published.
Setup of the Integration on MangoApps
Enable Federated Search
On MangoApps, if it has not already been enabled, admins will need to enable the Freshdesk federated search. To do this, navigate to Manage Domain and click on Search from the left-hand navigation.
Click Add Data Source, then select Freshdesk from the dropdown menu. In the Add Data Source pop-up menu, fill in the information captured on the Freshdesk side (Refer to the Freshdesk admin section for settings).
Test Connection
Ensure the connection details are correct by testing the connection. Click Apply. Freshdesk will show as Connected.
User Portal Configuration
Navigate back to the User portal to experience the search as an end user. Click on the Freshdesk tab and enter the API key of Freshdesk to Authorize.
End User Experience
MangoApps network users performing a search for Freshdesk documents for the first time need to authorize themselves.
Clicking on authorize here will prompt the user to enter the API key of their Freshdesk account.
The Freshdesk API key can be found under the My Profile of the logged-in Freshdesk user account.
Once Freshdesk authorization is completed in MangoApps, the documents searched will appear under the Freshdesk tab.
Clicking on the search result will open the document in a new browser tab.
Testing Considerations
When completing the MangoApps admin side configuration for setting up the Freshdesk data source, it is recommended to test the connection to ensure the setup is correctly done.
Security Considerations
The Freshdesk API key should be securely shared by the Freshdesk Admin to the MangoApps domain admin.
Rollout Recommendations
The domain admin should create and execute a communication plan to inform users about the new ability to search Freshdesk content from within MangoApps.
Prepare a short instructional video and share it with all MangoApps network users to demonstrate how to search for Freshdesk content.
Report any connectivity errors encountered in MangoApps to the MangoApps domain admin.
If any Freshdesk content does not appear in MangoApps search results, report this issue to the relevant author or admin on the Freshdesk side.
By following these steps, organizations can ensure a smooth setup and integration process, enhancing the efficiency of their customer support operations through the combined capabilities of MangoApps and Freshdesk.
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