User Guidelines | Upsales - Freshdesk Integration App

Upsales - Freshdesk Integration Terms and Conditions

1. Introduction

The Upsales App for Freshdesk offers customer service teams direct access to Upsales contact information from within Freshdesk, simplifying workflows and ensuring data accuracy. This document provides detailed guidance on installation, configuration, and effective usage, along with key privacy and security practices.

2. Installation

Prerequisites

To successfully install and use the Upsales-Freshdesk Contact Sync App, ensure you have:

• Administrator Access: A Freshdesk account with admin permissions.
• Upsales Account: An active Upsales account.
• API Keys: Valid API keys for both Freshdesk and Upsales.

Installation Process

1. Log into Freshdesk: Sign in as an administrator.
2. Open Freshworks Marketplace: Access the Marketplace directly from Freshdesk.
3. Search for the App: Locate "Freshdesk-Upsales Contact Sync" using the search bar.
4. Install the App: Click "Install" and follow on-screen prompts to authorize necessary permissions.
5. Confirmation: A message will confirm successful installation, and the app will appear in your Freshdesk ticket sidebar.

App Status Tracking

Track your app’s status and version updates (e.g., Draft, Published) directly within the Freshworks Developer portal.

3. Technical Specifications

Platform & Stack

• Platform: Freshdesk, developed with Freshworks App SDK (v2.3).
• Frontend: HTML, CSS, and JavaScript; jQuery for enhanced interactivity.
• Backend: Freshworks SDK powers server-side functions.
• API Integration: Connects with Freshdesk and Upsales APIs for data retrieval.

App Location & UI

• Sidebar Placement: Positioned in the ticket sidebar for immediate access to contact information.
• Primary Button: “Sync contact from Upsales” initiates the data sync process.
• Optimized Display: The app window is sized at 520px height for an optimized user experience.

Data Flow & Logic

• Parallel Data Sync: The app retrieves data from Freshdesk and Upsales simultaneously upon button click.
• Error Handling: Displays notifications for any issues, with logs stored in the console.
• Dynamic Rendering: Data is rendered in real-time for fast, in-context updates.

4. Configuration

Setting Up API Keys

Configure API keys in a few easy steps:

1. Access Settings: Open the app through Freshdesk’s dashboard and select "Settings."
2. Enter API Keys: Input both Freshdesk and Upsales API keys.
3. Confirm Subdomain: Verify the correct Freshdesk subdomain for proper configuration.

5. Usage

Navigating the App

1. Open Ticket: Select a ticket within Freshdesk where you need contact information.
2. Access Sidebar: The Upsales App will appear in the sidebar, ready for use.

Syncing Contacts

1. Initiate Sync: Click “Sync contact from Upsales” to retrieve and display contact information.
2. Wait for Retrieval: Data is fetched based on the requester’s email and displayed in the sidebar.

Viewing Contact Details

• Display: Once synced, contact details like phone numbers and emails are displayed directly in the sidebar.
• In-Context Review: Agents can review contact information without leaving the ticket view.

6. Troubleshooting

If you encounter issues:

• API Issues: Verify API keys and permissions.
• Sync Failures: Ensure a stable internet connection and operational status of Freshdesk and Upsales.
• Missing Data: Confirm the requester’s email exists in Upsales.

For additional assistance, see the support section below.

7. Support

For help with the Upsales-Freshdesk Contact Sync App, contact us at:

• Email: info@scaly.se
• Support Portal: www.support.scaly.se
• FAQs: Check our FAQs for answers to common questions.

8. Privacy & Security

The Upsales App upholds strict privacy and security practices:

• Real-Time Access: The app only retrieves data in real-time and does not store user information.
• Secure API: All data transmissions are encrypted with HTTPS.
• Compliance: The app follows OWASP security standards to safeguard data in transit.

For more information, refer to our Privacy Policy.

9. Terms of Use

By using the Upsales App, you agree to these terms:

• User Responsibilities: Ensure all inputted data is accurate and avoid unauthorized access.
• Payment & Licensing: Payment terms, if applicable, are specified in the app’s pricing section. The app is licensed, not sold.
• Disclaimers: The app is provided "as-is" without warranties of uninterrupted or error-free operation.
• Limitation of Liability: We disclaim liability for indirect, incidental, or punitive damages.

For more information, refer to our Terms of Use documentation

10. Multi-Language & Accessibility

This documentation is available in multiple languages upon request, and app information can be localized based on user preference. Contact support for access to language-specific documentation.

11. Updates & Versioning

• App Versioning: Track app status and versions (e.g., Draft, Under Review, Published) in the Freshworks Developer portal.
  
  
• Release Notes: Each new version includes detailed release notes in supported languages, providing a clear summary of updates.
  
  

Selective Access: After publication, access can be limited to specific customers by generating a shareable URL. Manage selective access in the app sharing settings within the Freshworks Developer portal.

12. Conclusion

The Upsales-Freshdesk Contact Sync App enhances your customer support workflow by integrating essential contact data directly into Freshdesk. Following this guide ensures a smooth setup and enables your team to fully leverage the app’s capabilities.