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Live Chat integrated in Freshdesk

Related products:Freshdesk
  • September 23, 2012
  • 102 replies
  • 145 views
D
Apprentice
Hi guys,

I know you offer integration for Zopim, Olark, helponclik and SnapEngage. The problem with this are at least three:

  1. We have to pay extra for those apps and that makes the advantage price point from Freshdesk less competitive since it almost double the total monthly price for your help support app + live chat app costs.
  2. We have to interact with two different platforms: Freshdesk + Live Support platform (on Live Chat)
  3. We have to interect with two iPhone Apps, yours and Live Chats app

We love Freshdesk, it is really a compelling product but without an integrated live chat support built in within Freshdesk it gets for us more complicated and cumbersome to use. Any plans to built in your own live chat support?

Thanks
Mario 

102 replies

M
Contributor
  • mark.winter
  • Contributor
  • September 25, 2012
We are currently usng the zopim live chat.  Where is the intergaration for zopim in freshdesk?????..
V
Contributor
  • vijay.shankar
  • Contributor
  • September 25, 2012
Hi Mario,

Thanks for the feedback and we're aware that Chat apps have to be procured separately and its an added payment along with Support product. We were planning for building an in-built chat, but some other features came in between, which pushed this to the back of feature list :)

But this is still in priority and we will take this up soon, although, no ETA :(

@Mark- Please use this article for integration - https://support.freshdesk.com/solution/articles/115-integrating-zopim-live-chat-with-freshdesk

regards
Vijay
G
Community Debut
  • glenn
  • Community Debut
  • November 22, 2012
Hi there,

We are also of the same view as the other customer. We are trialling Freshdesk in our small USA office but before we could roll out to our larger UK team we would want proper Live Chat facilities. 

We would want our support agent to have the full knowledge base, canned responses, scenarios etc to be available so that they can use them to make really efficient Live Chat, which we can't do with the current integration.

Could you please think about this again?

Thanks

Glenn
R
Contributor
  • remi.peters
  • Contributor
  • December 30, 2012

There is a google integration. I never used it, but is google talk an option?

D
Community Debut
  • dr_lucas
  • Community Debut
  • January 1, 2013

I am looking for a complete helpdesk suite with full Live Chat built in, which includes:

- Built-in Screen-sharing/desktop-sharing/co-browsing for easier support (not 3rd party like logmein etc.), without the need to install anything (Java?)

- Intergrated VOIP solution to be able to communicate with the customer, without the need to install anything.

- Push notifications to mobile phones (iOS/Android) to notify the agent of incoming chat request


I saw many products that integrate these  but none that has a full suite and full featured live chat (Kayako is probably the closest), and this will defiantly make FreshDesk a winner product!


J
Community Debut
  • jeniffermaben
  • Community Debut
  • January 10, 2013

 As I know, Freshdesk is famous for help desk software. Other chat applications are also used by thousands of websites. So Freshdesk integration for other chat app should be available. Famous live chat apps are : Live2Support, LiveChat, Liveperson and many more.

B
Community Debut
  • babu_dme07
  • Community Debut
  • January 18, 2013

hai

P
Community Debut
  • pawan
  • Community Debut
  • January 20, 2013

A readymade software like olark zopim should be allowed to be integrated om freshdesk. how does that impact the cost ? customer who have that can use it without hassle. 

M
Community Debut
  • michelpro971
  • Community Debut
  • January 30, 2013

 Yes Freshdesk is famous for help desk software. I have seen one more live chat tool eAssistance pro live chat software that can easily integrate with CRM and commonly used Open CMS like wordpress, Joomla.

M
Community Debut
  • mchavez
  • Community Debut
  • February 8, 2013

I'm currently evaluating Freshdesk.  A few of your competitors already have integrated chat.  I really like Freshdesk, but I will have to go to management and give them the pricing for your product plus an additional chat product which will technically make you guys more expensive...

F
Contributor
  • floris
  • Contributor
  • February 27, 2013

It would also be awesome if agents could chat with each other, next to sending each other comments. 

S
Contributor
  • stefan_10564
  • Contributor
  • April 4, 2013

I agree with Mike Chavez. 


When will the integrated live chat will become available?

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Stefan,


Thank you for writing in our Forums. 


Our developers are hard at work in developing the integrated live chat and we are expecting to launch it in around 2 months time. 


Thank you for your support.


Annapoorna 

Head of Community
A
Community Debut
  • assia.bouras
  • Community Debut
  • April 17, 2013

Hi Guys,


I will add the same remark. I am evaluating your service. And that's a pity there is no integrated live chat included in you plan today. Not sure my manager will be ok to use 2 differents tools and the price is not so competitive without this integrated tool. I love your canned answers and solutions! Just the free live chat is missing.


Could we expect the launching in about 2 months for sure? If yes, will it be included in the Garden plan with no extra-fees?


Cheers

Assia

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Assia,


Thank you for writing to us on our Forums. 


I totally concur and it is really not easy to convince your manager on using 2 different tools. Glad to know that you love our canned responses and solutions! 

So I am giving you a Yes, the live chat functionality should be going out live in about 2 months or much earlier. But we haven't yet decided on the pricing. 

Will keep you updated on this for sure, Assia.


Thanks again,

Annapoorna 

Head of Community
C
Community Debut
  • cmalley
  • Community Debut
  • May 28, 2013

Any update on this?


I was just looking at clickdesk.com and it seems to have more features than this service.

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hello guys!


The team is hard at work developing the LiveChat and we are looking at an ETA of about 2 months.


Thank you for your patience and support!


Keep writing to us.


Thanks,

Anna

Head of Community
F
Community Debut
  • frankie
  • Community Debut
  • June 3, 2013

Am I missing something here? Annapoorna V said 2 months ago that chat would be available and now 6 days ago she says the same thing. I am on a trial, and like the product but the lack of chat integration is making me look elsewhere. Freshdesk is strong in consolidation and forums but having to host a 3rd party chat that is limited to a few options is not feasible. Secondly, if the chat implemented by Freshdesk does not work on mobile it will be a wasted effort.( Freshdesk has no mobile app ) I am curious as to what Freshdesk responds. 

J
Community Debut
  • jesusa
  • Community Debut
  • June 14, 2013

frankic +1.


Can you guys share with us the correct ETA?

V
Contributor

Hi Guys


I know we've been bouncing this time/that time on the Chat service release


We have completed the FreshChat tool and currently in last phase of implementation, then go out for Testing.


I am not going to give out ETA or timeline, but since its going to go for testing, I can assure you the release will be done sooner


regards

vijay

B
Community Debut
  • bfinnegan
  • Community Debut
  • July 23, 2013

Hi VIjay any news...this is very eagerly awaited!!


C
Community Debut
  • cmalley
  • Community Debut
  • July 25, 2013

Yes.  I would like an update also.  One solution software vs. two would be great.

G
Community Debut
  • gabriele
  • Community Debut
  • July 25, 2013

Hi Vijay,

If you need help testing the FreshChat..I can use it and I'll give you all new feedbacks and bugs..so we can accelerate this feature to go live. :)

A
Contributor

FreshChat! Fantastic :-D :-D

M
Community Debut
  • mikef
  • Community Debut
  • August 3, 2013

I see nothing on the site about "FreshChat".  Is this ready to go yet?  Again, I'm in evaluation stage and this looks like yet another over-promised, under-delivered feature.  Sorry, but I'm not getting a good feeling about this.

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