Freshworks

Cobrowse provides an integration with Freshdesk and Freshchat, available from the Freshdesk and Freshchat App Marketplaces.

Overview

Cobrowse.io provides an integration with Freshdesk and Freshchat available in the Freshdesk and Freshchat App Marketplaces.

Cobrowse for Freshchat

A demo video for Freshdesk is also available.

App Marketplace links

Visit the marketplace to see our about the apps:

Freshdesk: https://www.freshworks.com/apps/freshdesk/cobrowseio_1/

Freshchat: https://www.freshworks.com/apps/freshchat/cobrowse_io/

Installation instructions

Before installing the Freshdesk or Freschat Cobrowse.io apps you'll need to:

• You have a Cobrowse accoutnt. If you don't have a Cobrowse account please register at https://cobrowse.io/register. Note that a single account can be used for both Freshdesk and Freshchat
• Make note of your license key at https://cobrowse.io/dashboard/settings
• Generate a new private/public key pair following our article: https://support.cobrowse.io/generating-cryptographic-keys-for-jwt-authentication

After this you can install the Freshdesk or Freshchat app from the app gallery (Admin -> Settings -> Apps and search cobrowse.io) or from the correct marketplace links above and you'll be prompted to fill in these details.

Click install for the app to install. You can validate the installation was successful by going to Manage Apps in the Admin settings and see if Cobrowse.io is enabled.

The app is installed and enabled.

The app should then appear in the sidebar during Freshchats and Freshdesk tickets and contacts. If you do not see it then please refresh the page (you may need to log out/in again).

To connect to user devices, your next step is to install our SDKs for your platforms. You can find the links for each platform here: https://docs.cobrowse.io/.

JWT Private Key Configuration

The private key value can be found within the file downloaded when generating the JWT key pair as described in our article. The value can be copied using any text editor.

You must keep your private key secure at all times as it grants access to your account.

If you see a "Invalid Cobrowse.io JWT private key" error this could mean the wrong value was copied on the JWT private key.

Ensure that the first line looks like -----BEGIN PRIVATE KEY----- and the last line looks like -----END PRIVATE KEY----- . If it says PUBLIC KEY this means the wrong key was copied, ensure you copy the right key.

Group based access control

You can restrict access to Cobrowse.io based on user groups. To do this, navigate to the Cobrowse.io app's settings page on Freshdesk/Freshchat and select the Show advanced settings checkbox. This action will display additional configuration options. By entering the appropriate Freshdesk or Freshchat API credentials, a multi-select input will appear. This input allows you to specify which groups can access Cobrowse.io. If no groups are selected, Cobrowse.io will be accessible to all groups.

Freshdesk

The sub-domain is the initial segment of your Freshdesk URL. For instance, if your URL is https://mycompany.freshdesk.com, the sub-domain is mycompany.

You can find the API key in your user profile settings. From the dashboard page, click on the profile icon located at the top right corner, then select Profile settings. Clicking on the View API Key button will display the API key you need to input into the app's settings.

Freshchat

The Freshchat API is only available on the Pro and Enterprise plans.

Your Freshchat sub-domain and API key can be found in the profile settings within the Freshworks sales area.

The Freshchat dashboard is divided into two separate sections: sales and messaging. To access the correct settings, ensure you are in the sales area. You can verify this by checking the page URL, which should be https://mycompany.myfreshworks.com/crm/sales/.... If you see /crm/messaging instead of /crm/sales, navigate to a different section (e.g., Admin Settings or Contacts pages).

Click on the profile icon at the top right corner of the page, then select Settings. In the Profile Settings page, click on API Settings. The API DETAILS FOR CHAT contains the information we need to copy over to the app's settings. Copy the API key from Your API Key and the sub-domain from Your chat URL (e.g., mycompany-945894b457ce01117278801).

Copy the API key and sub-domain.

Connect from Freshchat

After you have installed our SDK on the same websites or apps as your Freshchat widget, then you should be able to connect to users in one click from live Freshchats.

Connect from Freshdesk

For Freshdesk, there is also a standalone app view which appears in the left-hand side bar.

The app, once loaded and our SDKs have been installed into your website/apps.

After installation, you can then connect to the correct device of the customer to cobrowse: https://support.cobrowse.io/how-do-i-connect-to-the-right-device.

Connect from the ticket or contact view

Requires:

• The installation steps to be complete

• user_email custom data to be set on the SDK-side, that matches the email in the ticket/contact

You will see the device appear to connect to in the sidebar app!