General

FAQ

Freshdesk

Freshsales

Freshservice

Custom Development

FAQ

What is CloudChoice?
Do you help re-evaluate and implement our existing helpdesk solution ?
Do you only help with hosted solutions?
Why we should hire CloudChoice?
How do I refer clients to you?
What Services Do You Offer?
Hippo Video

Freshdesk

Freshsales

Freshservice

How to setup Freshdesk-Freshservice integration

Custom Development

What is CloudChoice?




CloudChoice was started to help clients reinvent customer support and amaze their customers whether they are internal or external customers. We help firms find & implement the right customer support and servicedesk solutions. We have a working relationship with Freshdesk Inc, the fastest growing SaaS company.

Today, both customers and internal users expect outstanding service with minimal turn-around time. We work with clients to understand the gaps in the current solution/process. Our focus is to enable our clients to meet the needs of their customers.


We have helped clients like you, we might not be perfect but we will help you amaze your customers.


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Do you help re-evaluate and implement our existing helpdesk solution ?

Absolutely, our goal is to help you serve your customers to make a better customer experience. If you have an existing solution and need help with the process or setup, we are happy to help. We have worked with many vendors in the market and we understand the customer support and service desk markets.




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Do you only help with hosted solutions?


We would love to, however the hosted model does not work for every business and we totally understand it. Some of the client are happy to use tools like Freshdesk, which is hosted in USA. However, there are some clients like government organizations that are worried about the USA PATRIOT Act. We will work with other vendors to host your data in Canada or onsite.


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Why we should hire CloudChoice?

Founder of CloudChoice Andrews Moses has been an expert product consultant for FreshdDesk for over 5+ years. We understand the importance of maintaining a close relationship with your customers that is why ensure that you are 100% satisfied when using our products and provide you with first like support based in Canada. We pride ourselves on saving you time, money and effort to further facilitate your business. The money you spend on consulting can be recovered by saving that one customer! 


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How do I refer clients to you?

Thank you for your trust. Introduce our team to your reference by copying the email to info@cloudchoice.ca. We will connect with your reference, understand their customer support model and find ways to amaze their customers/users. CloudChoice referral program is rewarding. We provide a flat 10% of our first month's revenue.


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What Services Do You Offer?

Tell us your business problem and we will find a customized SaaS solution that will get you back on the right track. We help our clients by providing them with a customer support, customer relationship management, and help desk platform to reinvent the way they conduct business. As professional product consultants, we WILL find a solution to your problem, just send us an email info@cloudchoice.ca


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How to setup Freshdesk-Freshservice integration

Freshdesk has launched the integration with Freshservice and it’s not a simple three step process to install and test the integration. 


1. Getting Started

    API Key of Account Admin User is required (for FD and for FS) and Subdomain name

  • Account Admin

In order to check who is the Account Admin User, go to Admin -> Roles -> Account Admin

  • API Key

In order to get the API Key, go to user Profile Settings

  • Subdomain name

It should be in the format subdomain.freshdesk.com (just take a look at the URL of your Freshdesk/Freshservice website). In case it was customized, you can find it the following way:

Freshdesk – go to Admin -> Helpdesk -> Edit Portal

Freshservice – go to Admin -> Helpdesk Rebranding


2. How to Install the Application

    Once you have API and Subdomain for both FD and FS, you are ready to install and configure the app.

  1. Go to Freshdesk -> Admin -> Apps and click on the Get More Apps button

  2. Find the Freshservice App for Freshdesk

  3. Enter Freshdesk and Freshservice account details

  4. Click on the ‘Authenticate’ button

  5. Setup the desired rules, check the checkbox if desired and click on the Next button.

  1. Make you selection and click on the Install button. 


  1. Go to Freshservice -> Admin -> Apps and click on the Get More Apps button

  2. Find the Freshdesk App for Freshservice

  3. Enter Freshdesk and Freshservice account details

  4. Click on the ‘Authenticate’ button

  5. Make you selection and click on the Install button.

3. Test the Workflow

  1. Create a new ticket in Freshdesk taking into account the rules you setup in the app. Take a note, that when you assign the ticket, it should be assigned both to the right Group and to some agent as well.

  2. Go to Freshservice to see the automatically created ticket.

  3. Add a reply/note in FS or change the status of the ticket.

  4. The previous action will be displayed as a private note in FD and won’t be visible to the user who reported the issue. The assigned agent will receive all the notifications if there are updates in FS ticket. 

  5. When there are updates in FD, they will also be displayed as a private note in FS.


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