VIDIZMO offers you to configure different Support Apps in your Portal to help centrally report and manage the issues you are facing with a robust ticketing and response system integrated within your VIDIZMO Application. To learn more about VIDIZMO Apps, see: Understanding VIDIZMO's Integrated Apps.


There are two Support Apps in VIDIZMO, which can be integrated for a more streamlined support process.


Steps to configure FreshDesk Support App:

1. Go to https://freshdesk.com

2. Sign up in order to create an account (SSO with google option is also available)

3. Confirmation Email will be sent to your email account, get the confirmation link and complete the registration through confirmation process.


4. From your Freshdesk homepage:

i. Navigate to your profile icon on the extreme right and go to Profile Settings

ii. Get the API key

 

5. Click on Admin Settings (last option present in the left menu bar)

  • From support channel, click on feedback widget,
    Go to Embedded Widget, set properties for you feedback form and copy the ‘src’ value from embedded widget code ( you may copy the src value by holding down Shift+ Arrow key)
    • Go to Admin Settings (last option present in the left menu bar)
    • From General Settings, select Security,
      Enable SSO > Select Simple SSO > get Shared Secret Key,
      set remote login / logout URL to SSO (do not enter remote URL for the first time)
    • Go to Admin Settings (last option present in the left menu bar)
    • From support channels, click on Freshchat
    • Enable the option ‘Link Freshchat with your Freshdesk account’
    • Click ‘Copy from Freshchat’ under Widget token> Sign up for an account and you will land on FreshChat portal,
    • Go to Admin Settings (last option present in the left menu bar)
    • Select ‘Web Messenger’ from Setup,

      Copy chat token and chat host from Step 2 under ‘Getting Started’ tab.
    • Go to Admin Settings (last option present in the left menu bar)
    • Select ‘Integration’ from Setup,

      select Freshdesk,

      Enter your Freshdesk portal URL and API key to integrate both Freshdesk and freshchat

    • Paste all the values in the VIDIZMO application and enable FreshChat and FreshDesk apps.
      In FreshDesk,
      with Feedback widget URL (i.e. src URL), add ‘&helpdesk_ticket[requester]=##requestorEmailAddress##;helpdesk_ticket[subject]=##ticketSubject##’  to get Email address of the sender pre-populated in the ticket.