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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Send feedbackAbsolutely, 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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Send feedbackWe 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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Send feedbackFounder 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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Send feedbackTell 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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Send feedbackFreshdesk 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.
Go to Freshdesk -> Admin -> Apps and click on the Get More Apps button
Find the Freshservice App for Freshdesk
Enter Freshdesk and Freshservice account details
Click on the ‘Authenticate’ button
Setup the desired rules, check the checkbox if desired and click on the Next button.
Make you selection and click on the Install button.
Go to Freshservice -> Admin -> Apps and click on the Get More Apps button
Find the Freshdesk App for Freshservice
Enter Freshdesk and Freshservice account details
Click on the ‘Authenticate’ button
Make you selection and click on the Install button.
3. Test the Workflow
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.
Go to Freshservice to see the automatically created ticket.
Add a reply/note in FS or change the status of the ticket.
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.
When there are updates in FD, they will also be displayed as a private note in FS.
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