Connect Attentive with Freshdesk to enable your customer support team to directly answer customers' text message responses. With this integration, all messages received from a customer through SMS are forwarded to your customer support team queue in Freshdesk.

Here's what we cover in this guide:

  • What information you must collect to configure the integration
  • How to install the Attentive App in Freshdesk
  • How to set up the integration in the Attentive platform

Here's what we don't cover in this guide:

  • How to set up a Freshdesk account
  • How to set up an Attentive account

Step 1. Collect the Attentive Affiliate Username and Password

Contact our White Glove team (whiteglove@attentivemobile.com) and request for your Attentive Affiliate Username and Password.

Step 2. Install the Attentive App in Freshdesk

Complete the following steps to install the Attentive Freshdesk app and connect your Freshdesk account to Attentive’s APIs.

  1. Log in to your Freshdesk account.
  2. Click the Gear icon in the left-side panel. The Admin page of your Freshdesk account appears.
  3. Scroll to the Helpdesk Productivity section and click Apps.
    Apps.png
  4. Click Get More Apps in the top-right corner.
    get_more_apps.png

  5. Enter Attentive in the Search field and select the Attentive app.

  6. Click Install.

  7. Enter the Attentive Affiliate Username and Password. Note that this information was collected in Step 1.

  8. Click Save.

Step 3. Collect the Freshdesk API credentials

Complete the following steps to connect your Freshdesk account to Attentive.

  1. Log in to your Freshdesk account.
  2. Click the profile picture icon in the top-right corner and select Profile settings.
    profile_settings.png
  3. Copy and save the API key that appears in the right-side panel. This information must be used for the setup steps in the Attentive platform.
    API_key.png

Step 4. Set up the integration in Attentive

Now, complete the following procedure to set up the integration in Attentive’s platform:

  1. Navigate to the integration setup page and select Freshdesk.
  2. Enter the following details that you collected in the previous steps:
    • Freshdesk Admin Email—The email address used to login to your Freshdesk administrator account.
    • API Key—The Freshdesk API Key that you collected in Step 3.
    • Domain Name—This is the name of your Freshdesk instance. For example, if your Freshdesk URL is https://attentivemobile.freshdesk.com/, your domain name is attentivemobile.
  3. (Optional) Edit the Support Confirmation setting. By default, this setting is enabled (on) and includes a default keyword and messages for the following fields:
    • Support Confirmation Keyword
    • Acknowledgement Message
    • Resolution Message

      Important!
      If this setting is enabled, you must update your autoresponder to include the Support Confirmation Keyword, otherwise customers won't know how to reply for support. See Autoresponders for details.
  4. Click Set up integration. Your Freshdesk account is now connected to Attentive.

Questions?

We’re here to help! Contact our White Glove team (whiteglove@attentivemobile.com) to ask about the Attentive + Freshdesk integration.