Skip to main content

4.4 Freshdesk Live Chat Integration – User Guide

Platform: Yelowsoft Dispatch System

💬 Overview​

Freshdesk Live Chat Integration is a third-party customer support solution that Yelowsoft integrates into the customer and driver mobile applications. This feature allows users to communicate directly with the admin/support team through real-time chat. It provides instant support to resolve queries, technical issues, or general questions related to the platform.

🔧 What is Freshdesk Live Chat?​

Freshdesk Live Chat is a helpdesk tool that enables real-time conversation between users (drivers/customers) and the admin or support team. Yelowsoft offers integration support to configure this tool within your platform.

Once integrated:

  • Users can chat live with support staff directly from the app.
  • Admins can respond to messages instantly via the Freshdesk dashboard.
  • It improves support turnaround time and user satisfaction.

🎯 Why Use Live Chat?​

Live chat is ideal for:

  • Users who need immediate answers
  • Reducing back-and-forth communication
  • Resolving app-related concerns on the spot
  • Clarifying pricing, account, or trip queries instantly

🛠️ How the Integration Works​

Client Provides Freshdesk Credentials​

The client needs to share their Freshdesk account details with Yelowsoft.

Yelowsoft Handles the Integration​

Yelowsoft integrates the Freshdesk live chat widget into both:

  • Customer Application
  • Driver Application

Live Chat Appears in App​

A chat button or help icon will be visible inside the app’s support or help section. Users can tap and start chatting with the admin/support team.

Admin Responds from Freshdesk​

Admins receive and reply to chats via the Freshdesk dashboard in real time.

🧑‍💻 Use Case Scenarios​

  • Driver cannot start a trip due to a technical glitch
  • Customer has a question about fare calculation
  • App navigation issue or login trouble
  • Inquiry about account or document status
  • General feedback or complaints

📌 Notes for Admins​

  • Integration requires an active Freshdesk account.
  • Admins should ensure their Freshdesk Live Chat is monitored actively for best results.
  • Optionally, Freshdesk tickets can still be raised for non-urgent issues.

✅ Benefits​

  • Instant support for customers and drivers
  • Faster issue resolution = better user experience
  • Reduces support backlog
  • Easy-to-use for both admins and users
  • Multi-platform support (iOS, Android)