How it Works

HOW IT WORKS (HipChat - FreshDesk integration)

  • Once configuration of HipChat with Freshdesk is done; your customer can ask questions or report complaints (interactions) from HipChat. To know more about configuration, please visit http://freshengage.iengage.io/instructions .
  • Once your customer has asked questions or reported complaints (interactions) in HipChat, FreshEngage gives quick response in same room.

For better understanding please take a look at the image below.

Pic 1:  Customer asks questions through HipChat common room and you get a quick response from FreshEngage.

  • After the questions or complaints (interactions) created by your customer in HipChat, your agent can responds to ticket using HipChat also.
  • After the questions or complaints (interactions) created, if agent wants to select ticket using HipChat, then agent has to take an action on this ticket within 1 minute.
  • To select interaction in HipChat, the Agent has to type interaction id with #. Like “#12345“at same room. After ticket selected, the agent assign himself to that ticket, and new popup is opens at both customer and agent sides, for joining a new private room.

For better understanding please take a look at the image below.

Pic 2: Agent can use HipChat to respond your customer by typing ticket id with #.

  • After ticket selected, the agent assign himself to that ticket, and new popup is opens at both customer and agent sides, for joining a new private room.

For better understanding please take a look at the image below.