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FreshEngage version 4.0

Instructions to install App from Freshdesk Marketplace.

Installation

Install From Freshdesk Marketplace

Freshdesk Customer can search for the FreshEnage App in Freshdesk Marketplace. Once He/She got the App, He/She will get an option for installing the App. While installing the App, the customer needs to provide the Freshdesk API key. Customers can get API key by login into his/her Freshdesk tenant - from Profile Settings.

Steps for installing App:-

  1. Paste your API key into textbox next to “Freshdesk API Key”. Once you paste the key wait for while to auto-generate “FreshEngage Secret Token”.
  2. Once you got the “FreshEngage Secret Token” field, install the App by hitting the install button.
  3. Congratulations! Now your FreshEnage App is installed Successfully.  
  4. Now you need to do some configuration from Freshdesk Control Panel.
  5. To activate your App, you need to create a new ticket then view your ticket and expand the FreshEngage App window. The app will be activated automatically. Once your app is activated your next all new tickets will be processed through FreshEngage.
  6. You will get an email from the FreshEnage team. It will contain your login information. This email will require in order to use other features of FreshEngage.
  7. In order to use FreshEngage, the customer needs to set up his own machine learning model. Customers can use their existing tickets to train model or they can use their own data in CSV format.  For the training model, customers need to login FreshEngage External Console. Login credentials will be provided in the above mentioned email.

Model Training using own data

In order to use FreshEngage version 4.0, the Customer needs to set up his own ML trained model. He/She can use either his/her own data in the form of CSV or He/She can use existing tickets from FreshDesk. In case of CSV data customer needs to download sample labeled CSV file from "training" page. Customers CSV data format should be the same as in the downloaded sample labeled CSV file. To train model using existing tickets, Customer need to have at least 100 tickets in each category in his/her freshdesk account.

If you are using own CSV data file for training then once your training gets complited you will see some types(keywords). You need to add these keywords/Types in Freshdesk.

Once you logged In into https://freshenage.iengage.io , follow below instruction to set up trained model.

Steps for training Model :-

  1. Login into https://freshenage.iengage.io.
  2. Go to Training page by clicking “Training” from nav bar.
  3. For ref. See below image.
  4. Choose your way for training.
  • Use existing data
  1. Click on the “Import” button.
  2. Choose your CSV file. File type CSV is mandatory.
  3. Give some name to model.
  4. Click on the Train button.
  5. Pre Training Analysis. Refer to the next bold point.
  6. After successful training, You will see your trained model record in the table. If you want to use this model for ticket classification. Hit the radio button front of your model name to set as the default model.
  7. To test the accuracy of your trained model, you will get the option to test in the same row of that record. Where you need to provide some text and system will return confidence in float.b. Use existing tickets.
  8. Use existing tickets.
  • Click on the “Train Model Using Freshdesk Tickets” button.
  • Choose  “Since Date” from which date you want to fetch tickets. The date format should be YYYY-MM-DD.  The date is mandatory.
  • Select the Source that you want to fetch Tickets for model training.
  • Click on Train button.
  • Pre Training Analysis. Refer to the next bold point.
  • After successful training, You will see your trained model record in the table. If you want to use this model for ticket classification. Hit the radio button front of your model name to set as default model.
  • To test the accuracy of your trained model, you will get the option to test in the same row of that record. Where you need to provide some text and the system will return confidence weight age in float.

 

 

Pre Training Analysis :

While training models from both ways you will get pre-training analysis. This is an analysis of data that you have provided for model training. If all data is sufficient and valid then you will get option to train the model. In other cases, you can correct your data or cancel the training for that particular model.

Freshdesk Configurations

Add Required Ticket Types

In order to classify ticket we need to add some custom types in ticket fields. These types will be provided after ML model training. If your model has trained using existing freshdesk tickets then no need to add types in Freshdesk. In other case Its mandatory.

To add new types your Freshdesk, go to Admin -> General Settings -> Ticket Fields and create new custom types ignore if you already have.

While adding custom ticket field, mark "Skip Mendatory fields when using API" checkbox ON as shown in following image.

Register Callback Webhooks

This Webhooks will needed to push the  “Ticket Status change” and “New Reply Added” events from Freshdesk to FreshEngage (FreshEngage External App Console).

Steps for adding webhooks  :-

  1. In your Freshdesk, go to Admin -> Helpdesk Productivity -> Automations -> Ticket updates and create new rules.
  • Reply is Sent webhook.
  1. Give some name for the rule, Name should be related to relpy. Ex. "Reply is sent".
  2. This rule is for replying back to the customer channel from FreshDesk. Select “Reply is sent” event from dropdown and perform action trigger webhook. In Web hook configuration select Request type POST & configure callback URL to URL below. Select JSON under Encoding & all the fields under Content. Find ref. Image below.
  3. Don't forgot to update your FreshEngage Key in URL.
https://freshengage.iengage.io/eventlistener-portlet/services/freshdesk/eventListener?secretKey=[your FreshEngage key]

b. Status is changed webhook.

  • Give some name for the rule, Name should be related to status. Ex. "Status is changed".
  • This rule is to change status & notify the user in the social channel. Select “Status is changed” event from dropdown and perform action trigger webhook. In Webhook configuration select the POST method & configure callback URL to URL below. Select JSON under Encoding & all the fields under Content. For ref. See the above image.
  • Don't forgot to update your FreshEngage Key in URL.
https://freshengage.iengage.io/eventlistener-portlet/services/freshdesk/changeStatus?secretKey=[your Freshengage key]

FreshEngage Extra Features

Facebook Messenger As Channel

Customer can configure their Facebook page to solve his/her customer problem by creating a ticket in Freshdesk. In order to configure Facebook Page, Customer needs to login to https://freshenage.iengage.io, For credentials customer will get an email after the successful installation of the Freshenage App.

Steps for adding Facebook Messenger as channel :-

  • Login into https://freshenage.iengage.io .
  • Go to Configuration page by clicking “Configuration” from the navbar.
  • You will see Facebook subscription option. Enable it.
  • Now you will get one pop up. In pop up there will be facebook login button. Login into facebook using this button, click on “continue as <FB user Name>“. Now you will get the list of your facebook pages. Select the page that you want to configure by clicking on checkbox front of your page name and click next. Now you will get on permission page. Please do not modify any of these permissions. Click on Done, then click OK.
  • Now select page from dropdown. Other fields will be filled up automatically.
  • Click on Submit. Your Facebook configuration is done now.
  • In your Freshdesk, go to Admin -> General Settings -> Ticket Fields and create three new custom types "Question", "Complaint", "Appreciation", "Comment", "Suggestion" ignore if you already have.