How do I Integrate my Shift4Shop Store with Freshdesk?

Freshdesk by Freshworks is a cloud-based helpdesk software which streamlines customer conversations across channels like email, social media, phone and chat. The following steps will let you integrate Freshdesk onto your Shift4Shop store allowing you to reply to your customer email tickets and fetch basic order information for those customers.

Setup your Freshdesk Account

Before proceeding with the following steps, please be sure to sign up for and create your Freshdesk account.

Shift4Shop Developer Portal

The integration with Freshdesk connects to your store via Shift4Shop's REST API. As such, you will need to create a login on Shift4Shop's Developer portal to create the App that will be used for the connection.

1. Go to devportal.3dcart.com/

If you do not yet have a Developer Portal login, click on the "Sign up" link to create one. Registration to the Shift4Shop Developer Portal is free and easy. Once you have logged into your Shift4Shop Developer Portal, continue with the next steps below:

2. Click on the +Add New button located on the top right of the Developer Portal Dashboard
3. Next, enter an easy to remember name for the App you'll be creating. (i.e. "Freshdesk")
4. Click on the "Create App" button when ready.

When the app is created, you'll be presented with a page detailing the public and private keys for your app along with other settings. These can be ignored for now. For the next steps, you will be setting the permissions for your new app. Look to the right hand side of the page where you will see a section labeled "Select Module" with a series of checkboxes underneath. To continue with the process:

5. Place a check in the checkbox for Orders
6. Next, click on the "Read/Write" button that appears when you select orders.
7. Finally, click on the "Save" button located at the top right of the page.

Your application is now saved.

8. While viewing your newly created app, locate and copy the "Public Key"

Adding the REST App to your Shift4Shop store

Next, you'll need to add your newly created REST App to your Shift4Shop store. Keep yourself logged into the Shift4Shop Developer Portal and open up a second browser tab for the next steps.

9. Log into your Shift4Shop Online Store Manager
10. Using the left hand navigation menu, go to Modules
11. Once the module page appears, use the search bar at the top to locate "REST API"
12. Click on the "Settings" button
13. Now, click on the "Add" button located at the top right
14. Paste the Public Key you copied in step 8 above
15. Click "Save"

The store will display for your the permissions being used by the app.

16. Click "Authorize" to proceed.

The app is now applied to your Shift4Shop store. If you go back to your Shift4Shop Developer Portal page, you will see your store listed at the bottom of the app.

To complete the integration, you will need three pieces of information for the REST API App. Copy and paste the following into a blank notepad or text file:

• Secure URL - Copy your store's full secure URL including the "https://" prefix.
• Private Key - Click on the "show key" link to display and copy the REST App's Private Key
  (It's located right above your App's public key)
• Token - Look to the bottom of the REST App to see your connected store. Then copy the Token listed for it.

Once you have these three pieces of information saved to a text file, you can finish the Freshdesk integration.

Connecting Freshdesk

The REST API App created in the steps above will act as a conduit to the Freshdesk application. The following steps will allow you to connect your store to Freshdesk.

1. Log into your Freshdesk account
2. Once logged in, go to your Freshdesk admin section
3. Within the "Helpdesk Productivity" section, click on "Apps"
4. Next, click on the "Get Mote Apps" button and use the search function to locate the Shift4Shop app
5. Click on the Freshdesk-Shift4Shop App and click on its "Install" button
6. Enter the Secure URL, Private Key and Token into the provided fields
7. Click "INSTALL"

Your store is now bridged to your Freshdesk account. While replying to support tickets left by customers (on your Freshdesk Portal), you will be able to view their contact details as well as fetch their order information as needed.