Boosting the Freshdesk + Parlamind App at FreshHuddle
What could possibly happen when you are invited by Freshworks to attend an app developer event in Berlin along with other app developers from all across Europe? Great things for sure! This is exactly what came to our mind at Parlamind when we heard about the FreshHuddle in summer this year. The latest edition of the event centered around helping the invited partners build new apps or improve the features and performance of existing apps.
As a Berlin based startup, we were super excited to learn more about the possibilities of further boosting our integration. The Parlamind Marketplace app suggests responses to an agent, based on ticket conversations thereby allowing customer support teams to manage tickets efficiently.
Our end goal
We signed up for the event, to get a better grasp of how the Freshdesk apps are developed and what should be the best practices around this activity. In addition, we aimed to get an overview of the different possibilities offered by Freshworks in terms of app development. From the integration perspective, our plan was to enhance the current Parlamind Marketplace app by adding new features and redesigning its user interface — the most requested improvement from clients.
What we achieved
We set out to rebuild our ticket sidebar app for Freshdesk (located on the ticket details page) that shows up to agents if they are connected to the Parlamind account. As the sidebar app suggests complete answers, including greeting and farewell messages, to the agent and lets them copy content into the reply field with just one click, we decided to declutter the elements.
This simplification ensured that the contact reasons, identified from the tickets analyzed by Parlamind, are easier for the agent to catch.
Also, the manner in which the suggested answers are presented was improved, allowing the agents to evaluate and copy them faster. If the user does not like a specific suggestion within an answer set, the suggestion can be removed manually from the final message without any hassle. In addition, if Parlamind is unable to provide any answers, agents can follow a link displayed in the app to add new answers for without leaving the Freshdesk environment. Using the enhanced Parlamind app, agents now manage customer enquiries faster and are more productive when handling tickets in both English and German.
In the interim — during FreshHuddle
The Freshworks Developer Platform team’s support throughout the entire event was tremendous.
On Day 1 — We were amazed by the fundamental track that comprised of hands-on sessions on building front-end and serverless apps. The training program encompassed exposure to various app examples and tutorials. Of course, being a first-time attendee we had umpty number of queries and having Freshworks folks, who could address the questions, generic and specific, onsite was a boon.
“Together with the Freshworks team, we literally managed to accomplish the unthinkable: enhancing our integration by completely rebuilding it in just 2 days! The Apps Done-Done sessions from the Freshworks team were particularly helpful in achieving this major step towards delivering a better experience to Freshdesk users with our app.”
— Tabea Frenzel, Front-End Developer, parlamind GmbH
On Day 2 — The Apps Done-Done sessions with the platform team partnering with app developers to build new apps and enhance existing ones. Vivek Kannan from the platform engineering team absolutely helped us along the way to find goal-oriented answers to our questions regarding the development of apps, fixing errors, and much more.
A chance to interact and network with other Freshworks developers and ask them about their experiences and achievements was a beneficial part of the event. Listening to their app development stories truly inspired us to try harder and deliver the best possible experience for our app users. We couldn’t have asked for a better conjuncture!
We are positive that we would be a part of many such symbiotic alliances with Freshworks.
