Guide Index
Guides HomeMangoApps WebsiteCommunity & SupportBlog & Resources
MangoApps Integrations Guide
MangoApps Integrations Guide
  • 🥭Integrations
  • 🌐Analytics
    • Google Analytics
    • Integration with Tableau
  • 🌐Digital Signage
    • Digital Signage Integrations
    • Integration with Appspace
    • Integration with Monitors AnyWhere
    • Integration with Rise Vision
    • Integration with ScreenCloud
    • Integration with Yodeck
  • 🌐Events
    • Event Integration with Zoom
  • 🌐File Storage and Sharing
    • Integration with Adobe Experience Manager (AEM)
    • Integration with Box
      • Box as the File Storage
      • Box as External Document Repository
    • Integration with Dropbox
    • Integration with Google Drive
    • Integration with NetSuite
    • Integration with SharePoint
      • SharePoint Files and Federated Search
      • SharePoint Widget
  • 🌐HRIS Partner Integrations
    • Paylocity Integration
  • 🌐Single Sign-On
    • Single Sign-On Integrations
    • Integration with ADP Workforce Now
    • Active Directory Federation Services
    • Active Directory/LDAP
    • Google Cloud Identity
    • SAML
    • Office 365 OAuth 2.0
    • SCIM Setup for OneLogin
    • Integration with Google Enterprise using OAUTH 2.0
    • Integration with Okta SCIM
    • SCIM Setup for Microsoft Entra ID
  • 🌐Shifts & Schedules
    • Integration with Kronos
    • 🆕Integration with PDI Workforce
  • 🌐Widgets
    • Integration with MS Stream
    • Integration with Tagbox
  • 🌐Workspace
    • Integration with AirBrake
    • Integration with Freshdesk
    • Integration with GitHub
    • Integration with Huddle
    • Integration with JIRA
    • Integration with Microsoft Clarity
    • Integration into Microsoft Teams
    • Integration with OC Tanner
    • Integration with Pingdom
    • Integration with Power BI
    • Integration with Salesforce
    • Integration with Slack
      • Integration with Slack for Channel Notifications
    • Integration with Zendesk
  • 🌐ADDITIONAL RESOURCES
    • Submit a Support Ticket
    • Release Notes
Powered by GitBook
On this page
  • Overview
  • MangoApps Roles Prerequisites
  • Setup of the Integration on Freshdesk
  • Setup of the Integration on MangoApps
  • End User Experience
  • Testing Considerations
  • Security Considerations
  • Rollout Recommendations
  1. Workspace

Integration with Freshdesk

PreviousIntegration with AirBrakeNextIntegration with GitHub

Last updated 10 months ago

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

  1. 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.

  1. 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

  1. 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).

  1. Test Connection

Ensure the connection details are correct by testing the connection. Click Apply. Freshdesk will show as Connected.

  1. 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.

🌐