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Features availability:

Note: Supported Magento versions are 1.7 to 1.9.3

Feature Details:

The Magento app for Freshdesk enables you to access customer information easily from your Magento account - such as shipping addresses, invoices and order info - in your helpdesk right next to their tickets. These details will be visible as part of the Ticket details view.

You can link one instance of Magento to your helpdesk. Freshdesk will automatically fetch customer data from all the websites hosted on that one instance. Along with the customer’s details, Freshdesk will also show which shop the information is being retrieved from, for easy differentiation.

You can also view a customer's support history in your Magento account. Whenever you pull up a customer's order history in your admin panel, you can also view the issues they have raised and the feedback that they have shared. To learn how to set this up, click here.

Installation Procedure:

Only admins can install this app. You will need access to Admin panels of both Magento and Freshdesk. You can associate only one instance of Magento with a helpdesk. All websites hosted on the linked instance of Magento will be made available to Freshdesk.

To access Magento customer details in Freshdesk:

On Magento
The installation procedure on the Magento side is divided into four parts.

Part 1

1. Go to the Admin Panel of Magento

2. Go to System → Web Services → REST roles

3. Click on Add Admin Role

4. Add Role Name, Password

5. Go to “Role API resources”

6. Select Sales and Customer options. Make sure the parent folders are selected.

   
   

   
   

7. Click on Save.
   

Part 2

1. In the Magento Admin Panel, go to System → Webservices → REST attributes

2. Click on Admin

3. Click on “ACL Attribute Rules” → Select Sales and Customer options

   

   
   

4. Click on Save

Part 3

1. Go to System → Permission → User

2. Click on your user name

3. Go to Rest Role and select the Admin Role you created in Part 1 of this process
   

4. Click on Save

Part 4

1. Go to System → Webservices → OAuth

2. Select Add New → Add Name of the App

   

   
   

3. Copy Consumer Key and Consumer Secret to your clipboard

On Freshdesk

1. Go to the Admin panel in your helpdesk

2. Select Apps --> Get More Apps --> Magento.

3. Click on Install

4. In the app configuration page, enter the Shop Name and URL

5. Paste the Consumer Key and Consumer Secret into the relevant fields

   

   
   

6. Click on Enable

Using The App

In Freshdesk

This app aims to give support agents a little more context to the problems that requesters face and how to solve them. By making purchase details and interaction history easily available, this app intends to empower agents support customers more easily. Magento allows you to have multiple websites hosted on any single instance of it. So, when a ticket comes into Freshdesk, the helpdesk matches the requester’s email ID to all websites on the linked Magento instance.

All invoice numbers, purchase history, prices paid, websites purchased on and other relevant customer data that are associated with the requester’s email will be retrieved from the websites in your linked Magento account, and displayed in the ticket details page.

Clicking on an invoice number will give you full details about the invoice including date of invoicing, items purchased, quantity, price paid, tax paid and the total amount. Shipping addresses for purchases are also displayed along with other invoice details.

FAQ

1. I tried enabling the app and I keep landing on the “Something went wrong” page. Why?

   Please check and re-enter the Consumer Key and Secret that you’ve entered in the app configuration page.
   

2. After successfully installing the app, when we go to the ticket details page and view the Magento widget it says, "Unknown error. Try after sometime".
   If step 3 in the "Installation Procedure" is skipped then this error will be observed.

   
   

3. After successfully installing the app, when we go to the ticket details page and view the Magento widget it says,
   "Token invalid. Reinstall applications"
   This may happen in the following cases,

   1. The admin has revoked access to the Freshdesk Magento Application
   2. If access to API has not been enabled on the Magento server. To know more about enabling API for Magento please check this link.
   

4. After successfully installing the app, when we go to the ticket details page and view the Magento widget a pop up appears that says, "Unknown server error. Please contact support@freshdesk.com
   

   1. If access to API has not been enabled on the Magento server. To know more about enabling API for Magento please check this link.
   

5. How does Freshdesk retrieve customer data from my Magento instance?
   Freshdesk only makes use of the requester email to find details. Whatever relevant data is obtained from a matching ID in Magento is presented in the sidebar.
   

6. I have multiple websites hosted on my Magento instance. Some of my customers repeat across all websites. How does Freshdesk deal with this?
   Freshdesk retrieves all data that matches the requester’s email. If the requester has multiple interactions and invoices across websites, the app will specify the corresponding website right next to the relevant invoice.