RingCentral SMS Integration for Freshdesk

Step 1:

Install AppCursor Chrome Extension

Step 2:

Authorize Freshdesk & RingCentral

Step 3:

After successful authentication of Freshdesk & RingCentral, you can view the RingCentral icon within Freshdesk.

Final Step:

Go through the documentation below to view all the features of the extension.

Features

Send RingCentral messages to Freshdesk Contacts
Reply to Freshdesk Tickets using RingCentral SMS
Send bulk SMS to Freshdesk contacts using RingCentral
Create Freshdesk workflows using webhooks to send automated messages using RingCentral
Create message templates to instantly send predefined messages
Modify SMS templates whenever required
Send RingCentral messages as and when required from anywhere within Freshdesk
Receive RingCentral messages into Freshdesk within the respective Ticket
The Freshdesk adminn can allow users to use a single RingCentral account
Access the application at all times in a separate tab
Have a record of the usage of the application
Easily add RingCentral senders into Freshdesk
Select a default SMS sender or hide any sender

Pre-requisites

Must be a Freshdesk user.
Must have a RingCentral account.
Must add AppCursor Chrome extension to the browser.

Extension Installation

Install the AppCursor Chrome extension
Visit the Ulgebra Apps Marketplace for Freshdesk.
Click on 'Install Acuity Scheduling for Freshdesk' below Acuity Scheduling.

Install RingCentral for Freshdesk from the Ulgebra Marketplace

Sign in to Ulgebra using Freshdesk email id

Enter the Freshdesk domain.
Click on your Freshdesk profile.
Select 'Profile settings'.
Copy the API Key.

Paste it under Freshdesk API Key.
Authorize the Freshdesk account.

Authorize the Freshdesk account using Freshdesk domain and API Key

Click on 'Authorize' to proceed to RingCentral authorization.

Authorize RingCentral account.

RingCental SMS is now connected and synced with Freshdesk.

Applications

Reply to Tickets

Go to any Freshdesk Ticket.
Click on the Ulgebra icon.
Select the RingCentral application.

Access RingCentral application from Freshdesk Ticket

Select the SMS sender from the drop-down.

Click on 'Add Recipients' in case you wish to add additional contacts.
Select the country code and enter the contact number.
Click on 'Add'.

Add additional contacts to send the message from the tickets

Enter a default country code if required.
Select the settings for the application of 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 Feshdesk 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 and selection the application for the default country code

Enter the message to be sent or insert a message template.
Send the SMS via RingCentral.

Send RingCentral SMS from Freshdesk Ticket

Contact Customers

Go to any Freshdesk Contact.
Click on the Ulgebra icon.
Select the RingCentral application.

Access the RingCentral application from the Freshdesk Contact

Select the RingCentral message sender.
Click on 'Add Recipients' to include additional contacts.
Enter and add the required contact number.

Select the message sender and additional contact numbers if required

Search for any existing Freshdesk contact.

Search for any existing Freshdesk contact

Enter the message or insert a template.
Send the RingCentral SMS to Freshdesk contact.

Send RingCentral message to Freshdesk contact

Bulk SMS

Select the required contacts from Freshdesk.
Click on the Ulgebra icon.
Select RingCentral.

Select Freshdesk contacts to send bulk messages

Select the RingCenral Sender.
Click on 'Add Recipients' to include other contacts.
Add contact number or include specific contacts.

$Select SMS sender and add contacts to send bulk message\$

Insert a template or enter a message.
Send the bulk RingCentral message to Freshdesk contacts.

Send bulk message to Freshdesk contacts using RingCentral

Automated Messages

Click on the settings icon at the panel on the left side of Freshdesk to access Freshdesk settings page.
From the Workflows section, select Automations.

Click on 'New Rule'.

Enter the name of the workflow rule to be created.
Setup the conditions for the execution of the workflow.

Enter the name of the rule and select the workflow conditions

Select 'Trigger Webhook' from the Choose action drop-down.

Go to any Freshdesk Contact or Ticket based on which module the workflow is to be executed for.
Access the RingCentral application.
Select the RingCentral sender and enter the message.
Click on 'Get Workflow Code'.

Obtain workflow details from Freshdesk Contact or Ticket

You can now view the details for the setup of the webhook.

View the details for the setup of the workflow

Select the Request Type as POST.

Copy the Webhook URL and enter it under URL.
Select the Encoding as JSON.
Select Content as Advanced.
Copy the workflow code and paste it in the space provided.

Click on the '+' icon at the bottom right to insert placeholders.
Erase the to number and insert the placeholder for the contact phone field.
Erase the value beside recordId and insert the placeholder for Ticket Id.
Similarly, insert the required placeholders.

Click on 'Preview and Save'.

Automated messages would now be sent to Freshdesk contacts through RingCentral for the desired conditions.

Extension Settings

Click on your Ulgebra profile within the application to access the settings page.

Here you can view the settings and features of the extension.

RingCentral SMS Integration for Freshdesk Settings page

Also, access the help guide and support from the settings page.

Access help guide and support from settings page

User Management (For Freshdesk Admin)

Select Manage App Users.

Select Manage App Users (For Freshdesk Admin)

Here the Freshdesk Admin can view the list of all the Freshdesk users.
Click on Add to share your authorized RingCentral account with the particular user.
Click on Remove to disable the user from this feature.
The admin can add all or remove all users as well.

Add and remove users based on your requirements

Within the user account, access the extension settings page to view the invite sent by the admin.
Accept the invitation.

User account - view the invite sent by Freshdesk admin

The user must select the admin account to authorize the RingCentral account.

User account - Authorize RingCentral using admin account

Incoming Settings

Select Incoming events sync.

Enable 'Capture incoming messages' to receive RingCentral messages into Freshdesk.
Enable the feature 'Listen for ticket public comments to send replies' to reply to RingCentral tickets using public comments.
When an incoming message is received from a non-existing contact a new contact and an associated Ticket would be created.
In case you do not wish for new contacts to be created, enable 'Ignore messages from NEW customers'.