Account 360 information on Freshdesk tickets
Account 360 information on Freshdesk contact page
The Freshsuccess app for Freshdesk brings the rich account-level information stored in Freshsuccess Account 360 into Freshdesk for support agents. When agents navigate into a ticket detail page within Freshdesk, the Freshsuccess app will display a wealth of important information such as:
Account health score
Stage of the customer lifecycle
Latest updates or meeting notes
MRR or ARR
and much more
This additional information available to agents will allow agents to see the bigger picture, make more informed decisions, and ultimately drive faster and better resolutions to tickets.
In addition to the ticket detail page, the Freshsuccess Account 360 information will be available in the following Freshdesk pages:
Contact detail page
In order to install the Freshsuccess app in Freshdesk, you will need to obtain an app authentication code.
To get the code, follow these steps:
Log into Freshsuccess
Using the left navigation bar, go to Settings > IT Administration
Click on ‘App Configuration’
Under System, make sure ‘Freshdesk’ is selected
The app authentication code should be viewable. You can click on the ‘Copy’ button to copy the code to clipboard.
You are done with all steps within Freshsuccess for now
To finish installing the Freshsuccess app, go back into Freshdesk and follow these steps:
Login to Freshdesk as a user with Admin role
Using the left navigation bar, go to Admin → Helpdesk Productivity → Apps → Get More Apps
Search for Freshsuccess and select from the list
You will be asked to enter the required information below:
For Freshsuccess domain, enter your Freshsuccess domain URL (ie. acme.success.freshworks.com). You do not input https:// or http://
For app authentication code, paste in the app authentication code from step 5 above
Once both fields are filled, click on Update to complete the app installation process
To configure what is displayed within Freshdesk, you must go back into Freshsuccess. Using the left navigation bar, go to Settings > IT Administration. Then, click on ‘App Configuration’.
The Freshsuccess app experience can be configured by adding sections. There are 3 types of sections:
Latest Status - shows a read-only version of the latest status notes field populated by CSM in Freshsuccess
Key Contacts - shows important internal and external contacts pertaining to the account such as:
primary customer contact email and phone
the sales rep or account manager owning the account from the sales team
the CSM handling the account
Custom - this is a fully configurable section where admins can map any account dimension, in any order, with configurable labels.
Once done customizing sections and fields, you can click on the Preview button, and select a specific account to view what support agents would see within Freshdesk.