- When providing support or assistance to customers via Freshdesk/Freshservice, support agents often need to share URLs to resources, knowledge base articles, or external content.
- Long URLs can be cumbersome and may lead to formatting issues, especially in email communications.
- Integrating Bitly, a URL shortening service, with Freshdesk/Freshservice can streamline the process of sharing shortened URLs and improve the overall customer experience.
- Integrate Bitly with Freshdesk/Freshservice to enable support agents to shorten URLs directly within ticket conversations.
- Utilize Freddy AI Copilot for Developers to simplify the integration process and accelerate app development.
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Authentication and Setup:
- Authenticate with the Bitly API and obtain necessary credentials.
- Configure Bitly settings and define default preferences for URL shortening.
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Integration with Freshdesk/Freshservice:
- Use Freddy AI Copilot for Developers to access Freshdesk/Freshservice APIs and SDKs for ticket management and conversation handling.
- Implement custom actions or triggers within Freshdesk/Freshservice to initiate URL shortening.
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Shortening URLs:
- Integrate Bitly URL shortening functionality within Freshdesk/Freshservice ticket interface.
- Enable agents to shorten URLs directly from ticket conversations, replacing long URLs with shortened versions.
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Inserting Shortened URLs:
- Provide agents with the ability to insert shortened URLs into ticket responses or comments seamlessly.
- Ensure that shortened URLs maintain their functionality and redirect users to the original destination.
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Tracking Click Analytics:
- Optionally, integrate Bitly click tracking functionality to monitor the performance of shortened URLs.
- Enable agents to view click analytics directly within Freshdesk/Freshservice for better insights into customer engagement.
- Improved Communication: Shortened URLs enhance readability and reduce formatting issues in ticket conversations, improving communication with customers.
- Enhanced Customer Experience: Quick access to relevant resources via shortened URLs enhances the overall customer experience and satisfaction.
- Workflow Efficiency: Integration enables agents to shorten URLs without leaving the Freshdesk/Freshservice interface, improving workflow efficiency.
- Analytics and Insights: Optionally, click tracking provides valuable analytics on URL performance, helping agents understand customer engagement and behavior.