Drift Lite - Chat to Desk

How to Install?

After clicking the install button,

Prerequisites:

Ticket Field Setup

1. Log in to your Freshdesk account.
2. Go to Admin > Workflows > Ticket Fields.
3. Create a Custom Ticket field of type Single-line-text with the label D_UEXID.
4. Create a Custom Ticket field of type Number with the label D_CID.
5. Add the option "Drift" to the Dropdown choices in the Default Type and mark it as required when submitting the ticket.

Contact Field Setup

1. Log in to your Freshdesk account.
2. Go to Admin > Support Operations > Customer Fields.
3. Create a Custom Contact field of type Single-line-text with the label D_UEXID.
4. Create another Custom Contact field of type Single-line-text with the label D_CID.

Webhook Configuration:

1. Log into your Drift account.
2. Navigate to Switch apps > Developer Platform > Your Apps > Manage > Activate your app > Webhooks.
3. The admin should add the following request URL: https://driftdesk.saasly.in/v1/webhook/drift_reply.
4. Then, the admin should add scopes to the following webhook events: contact_Identidies, new_message.

Instructions:

1. The admin should configure the Freshdesk credentials and the Drift access token.
2. Once the credentials are validated, the admin should configure the mandatory contact fields in Freshdesk.
3. Following that, the mandatory fields for the ticket should be configured. The ticket type should be set to "Drift."
4. Finally, the admin needs to configure the contact mapping fields and then click install.

Note:-

1. Apps in Freshdesk are limited to 50 API calls per minute, causing issues when the limit is exceeded.
2. External events like triggers are capped at 250 per minute, affecting real-time automation.
3. Attachments are not supported in this version, hindering file sharing.
4. Contact creation/updation works for contacts, not for agents or admins.
5. Deleting a ticket during an ongoing conversation prevents the next conversation from being appended.

You are now good to go!

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For further clarification, feel free to contact our support team, people@saasly.in