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How to Integrate Freshmarketer’s Session Reply with Freshdesk

Freshmarketer Session Replay can be seamlessly integrated into Freshdesk support portal

For Freshdesk users:

If you are new to Freshmarketer then login to your Freshdesk support portal (https://support.example.com) and navigate to settings. Click on session replay from "Helpdesk Productivity". You can edit or verify the email address that has been auto populated. Once done, click create account button as shown below.

Once you click “Create account” Freshmarketer account will be created for the given email address and Freshmarketer JS snippet will be generated for your account(refer screenshot)

Note : You do not need to manually insert Freshmarketer JS snippet into your support portal, it will be automatically injected into your support portal by Freshdesk.

For Freshmarketer Users:

If you are already using Freshmarketer account please follow the below step by step guide to know How to Integrate Freshmarketer Session Replay with Freshdesk

Log in to https://"domain-name".freshmarketer.com navigate to Settings => Third-party Integrations

In the Integrations tab =>  Click on Freshdesk integration

In the Pop-up => Select “Generate API Key” and copy the “API” code and then click “Take me to Freshdesk” 

Once you click “Take me to Freshdesk", you will be redirected to Freshdesk login page. After logging in to your Freshdesk account, navigate to settings => Helpdesk productivity => session replay => paste the copied Freshmarketer API key and select "Integrate"(refer screenshot) 

Once you select Integrate session replay experiment will be created automatically for your support portal and you can start viewing your session replays to find what problems your customers were facing.

Note: For users who are using CNAME in your support portal eg: support.company.com, you are also having an option to insert Freshmarketer JS snippet in your company domain pages directly eg: company.com, by doing this you will be able to capture user's activity from your website in your ticket details.

You can check this helpdoc to know how to insert Freshmarketer to your website in detail.

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