Your customers can initiate a hangout with your agents right from their ticket in the Freshdesk support portal. This way, your agents and customers can set up a time for a hangout session and troubleshoot problems easily. 

Quick guide to set up a hangout widget on the end user portal

Login to your support portal as an administrator

Click on the Helpdesk Rebranding icon under the Admin tab

Click on the "Customize portal" button on the top fold

In the Portal customization page, click on the "Layouts & Pages" tab

In the Portal layout tab, paste this javascript code in the footer section, above the existing code

You can preview this change and then click on "Save and Publish" for the changes to reflect immediately

Now when your customers log on to your helpdesk and check their tickets, they can see a hangout button right next to it

Your customer can click on the Start button to initiate the hangout with the agent assigned to their ticket, in a pre-defined time

Requirements

A customer can only initiate hangout with the agent who has been assigned to their ticket or the agent who was assigned to his recent ticket (last 5 tickets will be considered). If the customer's ticket is unassigned the hangout widget will not be shown.

The agent and the customer should be logged into Freshdesk with a Gmail account.

The agent and the customer should be online in the hangout time agreed upon.