About
Freshdesk is a cloud-based customer support software that is easy to use. With multiple support channels available, including live chat, email, phone, and social media, you can help customers through their preferred communication methods. As communication is the major bridge between the company and the customers, it must be efficient and effective to connect and reach people on time.
Here comes Telebu, a company that provides communication through chats, videos, voice, APIs, etc... SMS Country is a product of Telebu communications which is an SMS gateway to send out bulk SMS for marketing and transactional messages. Hence, the extension "Telebu SMS for Freshdesk" was developed to make communication faster, easier, and more convenient for people to connect globally. This extension thus helps to catch customers without any lack of time and communication.
Pre -requisites for app installation
Should have Freshdesk account
Should have Telebu account
Should have approved templates for sending messages to clients
Features
Send messages from the full-page view
Send messages from the "Contacts" module
Send messages from the "Tickets" module
Send automated messages to clients
Have a record of messages inside the Freshdesk
Application Installation & Authorization
Step 1: Go to Ulgebra Marketplace and install the App cursor chrome extension.
Step 2: After installing the chrome extension, select "Freshdesk Integrations"
Step 3: Install Telebu for Freshdesk.
Step 4: Initially you have to sign in to Ulgebra to proceed further. You can either use the "Sign in with email" option or else you can use the "Sign in with Google" option.
Note: The sign-in mail doesn't have to be your Telebu login mail. You have to use your Freshdesk mail for signing in.
Step 4: After signing in, initially you have to authorize your Freshdesk account by entering your Freshworks domain and Freshworks API key. Click on "Authorize Now".
Step 4: After successfully authorizing your Freshdesk, you have to authorize your Telebu account by entering your Telebu Auth ID and Telebu Auth token. To get these credentials you have to contact the Telebu team at the given mail address.
Now you have sucessfully authorized your Freshdesk and Telebu account.
How to add additional senders?
Step 1: Inside the Freshdesk select the "Ulgebra icon" and then click on "Telebu icon".
Step - 2: Select the "Choose sender" option and then select "Add New Sender".
Step 3:
Select your Sender channel as either SMS or WhatsApp.
Enter your Sender Id at the provided space. In case of the WhatsApp channel enter your WhatsApp number as Sender Id
Enter the display name of your Sender Id.
After entering all the details click the "Save Sender"
Now you can able to view the additional sender you have added. You can able to send messages to your customers using both the sender Id.
Now the configuration of extension is successfully done and you are all set to send messages using the Pinnacle extension.
Application and Working
Send Single Messages from the tickets view
Step 1: Go to the tickets module and open any of your tickets to whom you want to send the message. And then click the "Telebu icon".
Step 2:
Select your Telebu Sender Id.
The Mobile number of the respective record will be automatically fetched in the Pop-up.
Enter your default country code value. Which will be used for sending messages to numbers that don't have any country code in them.
In the case of sending SMS, you can only able to send Telebu Approved templates. Kindly insert your approved template.
After entering the Message click "Send SMS".
Step 3: You will be notified once your Message is successfully sent to your customers.
Step 4: Inside the ticket you can able to view the history of messages saved as notes.
Send single Messages from contacts view
Step 1: Go to the contacts module and open any of your contacts to whom you want to send the message. And then click the "Telebu icon".
Step 2: Select your Sender Id.
i)The Mobile number of the selected records will be automatically fetched in the Pop-up.
ii)Configure your default country code option. You have multiple options for configuring the country code.
i) Do not add Country code
If you have a country code for all your existing records in your CRM, you can select this option.
ii) Add for all phone numbers :
If all your existing records in your CRM doesn't have any country code you can select this option which will add country code for all your numbers.
iii) Add if phone number starts with 0
In case you have phone numbers in your existing records was saved with 0 (usually applies for abroad numbers) you can select this option.
iv) Add if phone number does not start with country code
In case some of your records in CRM doesn't have any country code in it you can select this option which will add country code only for the numbers which doesn't have a country code in it and ignore the ones which already have country code in it.
iii)Enter your Message and if you wish you can also add emojis of your choice and then click "Send SMS".
Step 3: You will be notified once your Message is successfully sent to your customers.
