Dreamdinner enhanced their business productivity by integrating the social platform with a new aged Ticketing system by Saasly, Learn how?

About Customer

Dream Dinners is a US food preparation franchise operation based in Snohomish, Washington. It specializes in providing space to prepare meals ahead of time for freezing and cooking at home. There are currently 105 locations in 30 states in the United States.

Challenges faced by the customer

Over the course of the project, Spritle developed a dedicated custom application to resolve their pain points between Facebook Workplace and Freshdesk. The Facebook workplace is a communication tool that connects everyone in Dream Dinners company and it’s easy to chat, share, and connect with others in the organization. They use Freshdesk to track the queries raised on the selected groups as a ticket. To make sure that the Dream Dinners employees are not raising the queries and communicating3 in Freshdesk, we provided the solution which acts as a bridge between employees using Workplace and the support team using Freshdesk in Dream Dinners.

This process had completely automated by our custom application which involves

• Validate and Process Workplace Posts and Post Comments
• Isolate data based on different Workplace Groups - permutations and combinations
• Top most ticket creation and communication between Freshdesk and Workplace
• Create a connection between Freshdesk & Workplace for data sharing
• Data bank(MongoDB) that act as a repository to store all the communication related to the Workplace Posts & Freshdesk Tickets.

The solution we provided

• The extension was installed in the Freshdesk and middleware Node App hosted on the server, thereby seamlessly using out-of-the-box capabilities such as validating posts, creating tickets, comment & reply synchronization.
• The admin can configure the credential settings of Freshdesk & Facebook Workplace and limit ticket creation for selected groups.
• With the custom application, the Workplace post will be created as a ticket in Freshdesk.
• Further communication added Workplace comments and Freshdesk reply sync between two systems.

In a very interesting use case, the custom integration has helped the customer to automate a lot of mundane manual work and improves operational time