Any SMS for Freshdesk

Step 1:

Install AppCursor Chrome Extension

Step 2:

Authorize Freshdesk & SMS Providers

Step 3:

After successful authentication, you can view the icons of the SMS Providers integrated inside Freshdesk.

Final Step:

Read the documentation below for all the features of the extension.

Features

Integrate multiple SMS providers with Freshdesk
Easily switch between SMS providers
Send messages from Freshdesk Contacts and Tickets
Create message templates to send pre-defined messages
Receive messages send by contacts within Freshdesk tickets
View the history of messages sent and received within the ticket
View the chat associated with each contact
View the inbox on conversations held using the selected messaging service
Receive real-time notifications for incoming messages
The Freshdesk admin can manage the users of a single account with the required messaging service
Send messages using workflows
Allow multiple users to receive desktop notifications for your incoming messages
View the statistics of the usage of each SMS provider
Access the application in a separate tab at any time

Pre-requisites

Install the AppCursor Chrome extension.
Must have a Freshdesk account.
Must have an account with the SMS providers to be used.

Installation

Add the Chrome extension AppCursor to your browser.
Visit the Ulgebra Apps Marketplace.
Under Any SMS click on 'Install Any SMS for Freshdesk'.

Install the Any SMS integration from the Ulgebra Marketplace for Freshdesk

Select the SMS provider.

Enter the Freshdesk domain.
Within the Freshdesk account, click on the Freshdesk profile.
Click on Settings.
Copy the API Key.

Enter the Freshdesk API Key.
Authorize the Freshdesk account.

Enter the credentials of the SMS provider to be authorized.
Authorize the SMS provider.

Applications

Communicate with Contacts

Go to any Freshdesk contact or ticket associated with a contact.
Click on the Ulgebra icon.
Select the SMS provider from which the message is to be sent.

Select the SMS provider to send messages to the contact

Select the message sender.

Select the message sender to send messages to the contact

Click on 'Add Recipients'.
Select the country code and enter the contact number.
Click on 'Add'.

Include additional contact numbers if required

Search for any Freshdesk contact to add a specific contact.

Search for any Freshdesk contact to be included

Enter the default country code.
Select the settings for the default country code.
The settings available for default country code are as follows:

do not add country code

The default country code can be ignored using this option and can be used if all the contacts in Freshdesk contain a country code.

add for all phone numbers

In case the contact numbers in Freshdesk do not contain a country code, you can use this option to add the country code to all the phone numbers.

add if phone number starts with 0

In case some of saved contact numbers begin with 0, you can use this option to add the default country code to such numbers alone

add if phone number not starts with country code

Using the option the default country code would be added to contact numbers that do not contain a country code alone. In case the number contains a country code, the default country code will be ignored.

Enter the default country code and select the application

Enter the message or insert the template.
Send the message to the contact from the required SMS provider.

Send the message to the contact from the SMS provider selected

Contact Chats

Select 'Chat View' from the drop-down adjacent to the name of the SMS provider.

Access the Chat View within the Freshdesk conatct

Select the Sender and the recipient phone field.
You can now view the chats held with the contact.
Send messages to the contact from the Chat View.

View the history of chats with the contact

Switch SMS Provider

Click on 'Use Other Providers'.

Select the messaging service you wish to access.

Message History

Access the details of the messages sent and received through the SMS provider as notes within the ticket associated with the contact.

View the history of messages sent and received within the ticket

Send Messages from List view

Go to the Contacts or Tickets module of Freshdesk.
Select the contacts/tickets to send bulk messages to.
Click on the Ulgebra icon.
Select the SMS provider using which the bulk message is to be sent.

Select the contacts and SMS provider to send bulk message

Select the message sender from the Choose Sender drop-down.
Click on 'Add Recipients' to include additional contact numbers.

Select the message sender and include additional contacts of required

Enter the message to be sent or insert a message template.
Send the message to the selected contacts.

Conversations Inbox

Select 'Conversations View' from the drop-down adjacent to the name of the message service.

Here you can view all the conversations held using the SMS/WhatsApp provider.
Select any conversation to view the history of chats.
Send messages to the associated contact.

View all conversation and select ant conversation to access the chats

Select any sender to view the conversations held using a specific sender.

Select any sender to view the conversations using the sender

Search for a contact number to view a specific conversation.

Search for any contact number to view a specific conversation

Real-time Notifications

You can view the number of latest messages at the bell icon within the integration interface.
Click on bell icon to go through the notifications.
Here you can view the unread and latest read messages which would be differentiated for ease.
Select any notification to view the details of the incoming messages.

You can access the associated contact and the chat held with the contact in a new tab.
View the chats within Freshdesk as well.

Access the contact and chat from the notification

Automated Messages

Access the Freshdesk Settings page using the settings icon at the panel on the left.
Select Workflows from the menu on the left.
Select 'Automation'.

Click on 'New rule'.

Enter the name of the workflow rule.
Select the conditions for the execution of the workflow rule.

Select the action as 'Trigger Webhook'.

To obtain the details for the setup of the webhook go to any Freshdesk Contact or Ticket.
Click on the Ulgebra icon and select the SMS provider using which the automated message is to be sent.
Select the sender and enter the message.
Click on 'Get Workflow Code'.

Access workflow details from Freshdesk Contact or Ticket

You can now view the details of the workflow.

View the details for the setup of the webhook

Copy the Webhook URL and paste it under URL.
Select the Encoding as 'JSON'.
Select the content as 'Advanced'.
Enter the workflow code in the space provided.

Setup the webhook and enter the workflow code

Erase the to number.
Click on the '+' icon at the bottom right of the content box.

Select the Contact module to select the contact phone field to which the message is to be sent.
Erase the value adjacent to recordId and insert the placeholder for the ticket/contact Id.
Similarly, insert the required placeholders.

Select placeholders available within Freshdesk

Click on 'Preview and Save'.
Automated messages would now be sent from the SMS provider.

Extension settings

Click on your profile within the integration interface.

You can view all the settings of the application here.

User Management for Admins

Select 'Manage App Users'.

Manage SMS provider users (for Freshdesk admin)

Here the Freshdesk admin can view the list of Freshdesk users.
The admin can add the users to enable them to use the authorized account of the SMS provider.
The admin can remove, add all or remove all users if required.

The user can view invite sent on the extension settings page.
Click on the invitation to accept the invite.

View invitation from admin (in user account)

During the authorization of the SMS provider, the user must select the admin account.

Authorize SMS provider using admin account

Incoming Settings

Select 'Incoming events sync' to enable and setup incoming messages.

Desktop Notifications

You can enable multiple users to receive desktop notifications for your incoming messages.
Select 'Message Notifications'.

Enter the email id of the user.
Ensure that the user has Ulgebra account in the same email id.
Click on 'Add User' to send an invite to the user.

Copy the invite link and share it with the respective user.

Share the invite link with respective user

The user must open the invite link on their browser.
Click on 'Start Receiving notifications on this browser' to enable desktop notifications.

The user can enable desktop notifications

The user can now receive desktop notifications for your incoming messages.

The user would now receive desktop notifications for incoming messages

Application Tab

Select 'Open in New Tab'.
You can now access the extension at all times in a separate tab.

Application Analytics

Select 'App Usage Analytics'.
Here you can view all the statistics of the usage of the SMS provider from Freshdesk using the application.

View the analytics of the application usage

Reset Application

Select 'Reset App Configurations'.

Enter 'confirm' and click on Reset.
All the data of the application associated with the selected SMS provider would be deleted.

Message Sender

Add Sender

Click on the Choose-Sender drop-down.
Select '+Add New Sender'.

Select the channel type.

Select the channel of the sender to be added

Enter the Sender Id from the SMS provider.
Enter the name for the sender to be displayed.
Save the new sender.

Default Sender

Click on the pin icon next to the name of the sender.
This sender would be selected by default while sending messages using the respective SMS provider.

Message Templates

Create Message Template

Click on the Insert Template drop-down.
Select '+Add New Template'.

Enter the name of the template.
Enter the message within the template.
Click on 'Save Template'.

Enter the name and content of the template to be added

Edit Template

Click on the edit icon next to the name of the template.

Make the required changes.
Save the edited template.

Delete Template

Click on the delete icon beside the name of the template to delete the template.

Explore the various features available with each messaging service.