MultichannelResponse

• 

  overview

Inspiration

When the agent is working on a ticket in the Freshdesk portal and he gives any updates in the portal every time the customer or client needs to check his/her mail to check the update although they may be busy with some many works. It is difficult to check instantly, So we developed the app which gives responses via chat apps or social media channels, By that customer/client can easily look into the update of their raised ticket concern

What it does

The app gives updates of their raised ticket from multiple source channels especially from chatbots, social media, etc

How we built it

As of now, We built using react with rest API's by integrating the freshdesk portal with one of the chat application called telegram

Challenges we ran into

When integrating between telegram & Freshdesk. I got many challenges in that one challenge is diffcult to understand but later Freshworks team helped me out very well. The challenge is with this new development called FDK's where we cannot use the npm packages directly by installing them, we need to use this mention manifest.json file.

Accomplishments that we're proud of

I was very proud to complete this app by facing various challenges and solved them by working closely with the Freshworks team.

What we learned

I learned how to develop apps in the Freshdesk portal, Therefore in the future whenever I will be having time looking forward to developing various apps to help the Freshworks get connected with the various customers through this platform to grow

What's next for MultichannelResponse

We successfully integrated with a telegram, if this idea went well. we will be going to integrate with WhatsApp, Twitter, etc

Built With

• api
• freshdesk
• react