Sandbox-Freshdesk

If you're an existing Freshdesk customer using live chat, please follow these instructions to migrate to Freshchat before the 31st of March 2022.

Steps to migrate from live chat to Freshchat :

1. Sign up for a Freshchat account with the same email ID you use on Freshdesk Support Desk.
2. Add your team members on Freshchat  with the same email ID they use in Freshdesk Support Desk.
3. Replace the live chat code snippet with the Freshchat code, to get Freshchat on your website. (Once integrated, Freshchat will be automatically available inside Freshdesk Support Desk. The code snippet is to get Freshchat on your website, not inside your helpdesk.)
4. Integrate Freshchat with Freshdesk  to enable the following:
   • Convert Freshchat conversations into Freshdesk Support Desk tickets.
   • Enable the Freshchat agent widget inside Freshdesk (to handle chats right from inside Freshdesk)
   • Turn on Freshchat inside your Freshdesk Support Desk portal for customers (please refer to step 5 in this link)

To get a complete demo of Freshchat , and to set up your account on the Free plan*, contact support or your Customer Success Manager(CSM). You can also visit the Freshchat YouTube channel and take a look at some explainer videos.

When you reach out to your CSM or support, please provide the following details:

• Your Freshdesk account URL on which you currently use the live chat
• Current number of agents in your Freshdesk account

Note:

• All your existing Live Chat conversations must be converted to Freshdesk Support Desk tickets. 

• Freshchat Free plan is free only for existing live chat users on Freshdesk Support Desk who are on the Growth plan or above. 

• The Free plan on Freshchat is only free for the same number of agents you currently have on your Freshdesk Support Desk account.
  

Why Freshchat  over Live Chat? 

• Multi-channel messenger: Support visitors and customers on the website, mobile app, support portal, in-product, and Facebook Messenger. Bring all the conversations inside one team inbox. 

• Focussed conversations: Categorise conversations into topic-based channels like Delivery, Feedback, Billing, etc and route messages to team members skilled at handling those queries. 

• Non-siloed FAQs: Bring your help center inside the messenger.

• Context: Get your visitors enriched profile from Clearbit, access site navigation path, and pull information from any external app. 

• Do more than supporting: Onboard, engage, and retain customers proactively with campaigns that trigger based on their behavior and other deeper attributes. 

• Respond from within your helpdesk: Assign, respond to and resolve conversations. Get all the context from within Freshdesk. 

Freshchat  inside Freshdesk

Once integrated, Freshchat will be automatically available inside Freshdesk. 

Here's a quick look at Freshchat right inside Freshdesk. With Freshchat , you can multitask without switching between different tabs or screens.

Deprecated live chat features

Terms and conditions for migration

For terms and conditions on migrating from live chat to Freshchat , click here.

FAQs

1) Why should I move to Freshchat  Growth Plan?

Freshchat is a modern messaging product that offers a great experience for you and your customers on your website or in your app.

Freshchat on the Growth plan offers the following benefits over Freshdesk’s live chat feature:

• Persistent, continuous conversations with customers instead of sessions that time out

• Modern experience for customers across web, mobile web, and mobile apps

• Ability to restore conversations for logged in users

• Patent-pending “Messaging channels” feature that allows having parallel, topic-based conversations with the customer

• The ability for agents to handle any number of conversations in parallel

• Asynchronous messaging - no more pressure on teams to respond instantly

• Automatically set expectations with customers on how soon you will engage

• Rich media support including image attachments and emojis

• Integrated FAQ experience right in the chat widget

• Flexible assignment rules to map conversations to the right group or agents

• Mobile app for agents to respond on the go

• The ability for supervisors to monitor live conversations

• Collaborate on conversations through private notes

• Rich dashboards and out of the box reports

• Capture and View the full event timeline of the customer, including custom events

• No more missed chats -> Respond to customers and the message is delivered as a browser notification or to their email id if they aren’t on your page anymore

2) Will the live chat channel in Freshdesk be removed?

Yes. Starting April 2022, the live chat feature in Freshdesk will not be available to any customers who aren’t existing customers using it already. We will sunset the feature by 31st March 2022 and give customers using the feature enough time to move to Freshchat .

3) Why should I pay for something I get for free now? 

We understand your concern. You will not need to pay EXTRA for the features you were already using in the live chat channel. Freshchat is an enhanced product with superior features. Only in cases where you want more features, you will need to upgrade plan. Refer (1) for what’s better on Freshchat Growth