Integrating Freshdesk Messaging (Freshchat) with your Edmingle LMS allows you to offer real-time learner support directly within your platform. Learners can raise queries instantly through a floating chat widget on their dashboard, enabling smooth and quick communication with the institute’s support team or administrators.

When a learner sends a message through this widget, it is automatically converted into a support ticket in Freshdesk. This ensures no query is missed, and all conversations are tracked, managed, and resolved within your existing Freshdesk Helpdesk system.

Why Use Freshdesk Chat Integration?

• Instant Support Access:
  Learners can directly message the support team without leaving the LMS, reducing confusion and increasing satisfaction.

• Automated Ticket Creation:
  Each learner query is automatically logged as a ticket in Freshdesk, making it easier to track and manage communications.

• Seamless Experience:
  The chat appears as a floating widget only on the learner’s dashboard, providing a non-intrusive yet accessible support option.

• Centralized Query Management:
  All learner support interactions are consolidated in Freshdesk, streamlining support operations and reducing manual follow-ups.

Plan Eligibility

The Freshdesk Messaging integration is available for users on:

• Prime Plan & Above
  

Integration Setup: Step-by-Step Guide

Step 1: Sign Up or Log In to Freshdesk

• If you are new to Freshdesk, sign up here:
  https://freshdesk.com/omnichannel-signup

• If you already have a Freshdesk account, log in here:
  https://freshdesk.com/login

Step 2: Access Freshchat Settings

1. In your Freshdesk Admin Panel, click the gear icon (Settings) in the left sidebar.
   
   

2. Go to Channels → Chat.

Step 3: Link Freshchat to Your Freshdesk Support Account

1. Enable “Link Freshchat with your Freshdesk Support Desk account.”
   
   

2. After enabling, the Widget Token will be generated.
   
   

3. Click Copy from Freshchat to proceed to the Freshchat settings page.
   
   

4. Click the back button next to Account Settings.

Note:
If a pop-up appears, fill in your basic organization details to continue.

Step 4: Retrieve Freshchat API Credentials

1. Go to Mobile SDKs in the Freshchat settings.

2. Copy the following credentials:

• APP ID

• APP KEY

• Domain

Step 5: Configure Freshdesk Messaging in Edmingle

1. Open the Edmingle LMS Admin Panel and log in with Admin credentials.

2. Navigate to Settings → Integrations → Freshdesk Messaging.

3. Click Activate and enter the required information:

4. Click Submit to complete the integration.

Post-Integration: What Happens Next?

• A chat widget will appear on the learner dashboard only.

• Learners can submit queries directly through this widget.

• Each chat will automatically create a Freshdesk ticket, ensuring no support requests are missed.

Need Help?

For additional assistance, reach out to support@edmingle.com.