RingCentral SMS Integration for Freshdesk
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.
Sign in to Ulgebra using your 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.
Click on 'Authorize' to proceed to RingCentral authorization.
Sign in to RingCentral account.
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.
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'.
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 the message to be sent or insert a message template.
Send the SMS via RingCentral.
Contact Customers
Go to any Freshdesk Contact.
Click on the Ulgebra icon.
Select the RingCentral application.
Select the RingCentral message sender.
Click on 'Add Recipients' to include additional contacts.
Enter and add the required contact number.
Search for any existing Freshdesk contact.
Enter the message or insert a template.
Send the RingCentral SMS to Freshdesk contact.
Bulk SMS
Select the required contacts from Freshdesk.
Click on the Ulgebra icon.
Select RingCentral.
Select the RingCenral Sender.
Click on 'Add Recipients' to include other contacts.
Add contact number or include specific contacts.
Insert a template or enter a message.
Send the bulk RingCentral message to Freshdesk contacts.
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.
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'.
You can now view the details for the setup of the webhook.
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.
Also, access the help guide and support from the settings page.
User Management (For Freshdesk Admin)
Select Manage App Users.
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.
Within the user account, access the extension settings page to view the invite sent by the admin.
Accept the invitation.
The user must select the admin account to authorize the RingCentral 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'.
Integration Tab
Select 'Open in New Tab' to access the extension at all times in a separate tab.
Application Analytics
Select 'App Usage Analytics' to view the details statistics of the usage of the application.
Reset Integration
Select 'Reset App Configurations'.
Enter 'Confirm' and reset the application.
All the data of the integration would now be deleted.
SMS Sender
Add Sender
Click on the Choose Sender drop-down from the application.
Select '+Add New Sender'.
Select the sender type as SMS.
Enter the Sender Id as per RingCentral.
Enter the name with which the sender is to be added.
Save the RingCentral SMS sender.
Default Sender
Click on the pin icon beside the name of the sender.
This sender would be selected by default while sending RingCentral messages.
Hide Sender
Click on the hide icon adjacent to the name of the sender to hide the visibility of the sender.
Delete Sender
Click on the delete icon adjacent to the name of the sender to delete the RingCentral SMS sender.
Message Templates
Create Message Template
Click on the Templates drop-down and select '+Add New Template'.
Enter the name of the template.
Enter the content within the message template.
Save the new template.
Edit Message Template
Click on the edit icon beside the name of the template you wish to modify.
Make the changes required.
Save the edited template.
Delete Template
Click on the delete icon adjacent to the name of the template to delete a template.
Communicate with Freshdesk customers using RingCentral SMS.
Pricing
Classic Plan
$5 /user/month
250 Ulgebra credits per month
Automated Messages via Workflows
WhatsApp for Contacts module
Incoming messages support
Conversations UI
Use common shared or individual numbers for messaging
Additional Credits
In case of additional credit requirements, top-up your Ulgebra Credits.