Freshdesk

A ticket sidebar app for Freshdesk (Freshworks platform 2.3):

• Start translated call: a voice or video call in which the agent and the customer each speak their own language. The agent's side opens in a new tab.
• Put the customer's link in my reply: adds the call link to the reply, in the customer's language.
• Translate: paste the customer's message to read it in your language, or write your reply and put it in the reply editor in theirs.

The customer's language comes from their Freshdesk contact, or from the first message you translate.

Install#

1. In Spiiksi, create an API key with the scopes calls:write and translate.
2. Download spiiksi-freshdesk.zip and unzip it.
3. With the Freshworks CLI, run fdk validate and fdk pack in the freshdesk folder.
4. In Freshdesk: Admin → Apps → Get apps → Build it yourself → Custom app. Upload the package and enter the API key and your agents' language code.

The key is a secure installation parameter, used only in the app's request templates, so it stays on Freshdesk's side.

Calls carry external_id: "freshdesk-<ticket id>" and metadata.freshdesk_ticket.