Integrate Freshdesk, Dify, and Google Chat to generate a response with Dify when Freshdesk creates a ticket and notify via Google Chat.

Have you ever felt that "as the number of inquiries increases, it's hard to keep up with information sharing and response creation" in your customer support operations? By integrating Freshdesk with Dify and Google Chat, you can efficiently solve these challenges. Based on the tickets created in Freshdesk, Dify can automatically generate response drafts and notify them in Google Chat, creating a system where the entire team can collaborate smoothly. Furthermore, with the no-code tool Yoom, you can easily implement this without programming knowledge. In this article, we will introduce specific integration methods and benefits. Let's use Yoom to streamline your daily operations. Recommended for: - Those managing customer support with Freshdesk but facing challenges in information sharing within the team. - Customer support representatives considering streamlining operations with an automated response system using Freshdesk and Dify. - Those using Google Chat as a team communication tool but interested in automating notifications. - Company representatives looking for a system to handle multiple inquiries quickly and efficiently. - Administrators or leaders who want to enhance real-time collaboration between teams and increase transparency in customer interactions. Benefits and specific use cases of integrating Freshdesk and Dify: Benefit 1: Streamlining customer support operations By integrating Freshdesk with Dify and Google Chat, you can improve the efficiency of customer support operations. When a new ticket is created in Freshdesk, Dify automatically generates a response, and the content is notified in Google Chat. This system allows relevant team members to quickly share information, leading to faster initial response times for tickets. For example, when an inquiry about a product issue arrives in Freshdesk, Dify's automatically generated response draft is shared in Google Chat. This allows the responsible team to quickly review the information and decide on the best solution through team discussions. Benefit 2: Reducing the workload of support representatives By automating manual tasks such as notifications and response creation through app integration, the workload of support representatives is reduced. Automating repetitive inquiry responses and information sharing with the team allows for more effective use of time. As a result, representatives can focus more on advanced customer interactions and problem-solving. For instance, even if a large number of tickets are generated in a short time, Dify automatically generates responses for each ticket and notifies them in Google Chat. This eliminates the need for manual handling by representatives, allowing them to work more efficiently. Benefit 3: Enhancing transparency in the response process By incorporating the automatic notification feature to Google Chat, smooth communication between teams can be expected. Meetings and other discussions can be held on the spot based on the notified information, strengthening the cooperative system for problem-solving. Additionally, quick exchanges can improve the transparency of the response process. For example, when an inquiry from an important client arises, the notification in Google Chat allows all representatives to simultaneously grasp the situation and discuss the response strategy. This flow is particularly effective in resolving complex issues and handling large-scale troubles. Now, let's explain how to use the no-code tool Yoom to "create a response in Dify and notify it in Google Chat when a ticket is created in Freshdesk." How to generate a response in Dify and notify it in Google Chat when Freshdesk creates a ticket: It is possible to achieve this by receiving the creation of a ticket in Freshdesk using Freshdesk's API, generating a response draft with AI using Dify, and notifying that response draft in a specified chat room in Google Chat. Generally, programming knowledge is required to achieve this, but with the no-code tool Yoom, it can be easily realized without programming knowledge. The general flow of setting up is as follows: - Connect Yoom with Freshdesk, Dify, and Google Chat as My Apps. - Copy the template. - Detailed flow settings (4 steps). - Turn on the trigger. If you are not using Yoom, please register for free from [here](https://yoom.fun/members/sign_up?_gl=1*1oc56uw*_gcl_aw*R0NMLjE3MzA5NjE2NDkuQ2p3S0NBaUF4S3k1QmhCYkVpd0FZaVctLTlCY2VUbTVya2xnaHR5bGpoVkFCRzhUT0N3OVU2YTRIT09MT081a0tOcExDT3BjQ1pncFh4b0NSV2NRQXZEX0J3RQ..*_gcl_au*MTY1ODE2MDExNi4xNzMyNTc5Mzky*_ga*MTI5NDAwNTQxMC4xNzI0ODAyODk4*_ga_663H387CXM*MTczMzgwNjI2NS4yMzAuMS4xNzMzODA3NTk5LjYwLjAuMTIyMTUzMjg2Nw..). If you are already using Yoom, please log in.

Step 1: Integrate Freshdesk, Dify, and Google Chat with My Apps

First, let's integrate the apps used in this flow with Yoom.
After logging into Yoom, click "+ New Connection" from "My Apps" in the left menu.

When the app search window appears, enter the name of each app.

Integrating Freshdesk with My Apps

To integrate Freshdesk with My Apps, you need to enter the API key.
After logging into your My Page, click the icon in the top right corner.

Go to "Profile Settings" → "Show API Key" and paste the displayed value into the Yoom screen.

Enter a desired account name and click "Add" to complete the integration of Freshdesk with My Apps.

Integrating Dify with My Apps

Before integration, please refer to the official website to add an app (chatbot).

Once the app is added, obtain the access token from there.

Click "Monitoring" in the left menu to immediately issue an API key.

Click "+ Create New Secret Key", copy the generated key, and paste it into Yoom.

Enter a desired account name and click "Add" to complete the integration of Dify with My Apps.

Integrating Google Chat (OAuth) with My Apps

To integrate Google Chat (OAuth) with My Apps, you need to enter the Client ID and Client Secret.

Once the project is created, proceed to "APIs & Services" → "Library".
Search for Google Chat in the library and select "Google Chat API".

Then enable the API.

Once enabled, click "Configure".

Refer to the following link for configuration settings.

How to Register My Apps for Google Chat (OAuth)

After completing all settings, paste the displayed Client ID and Secret Key into the Yoom screen to complete the integration of Google Chat with My Apps.
Ensure it is displayed in the My Apps list.

Once confirmed, proceed to the detailed flow settings.
Click "Try it" from the banner below to copy the template.

Step 2: Set Up App Trigger in Freshdesk

The initial setting is "When a ticket is created".

On the first page, the account information of the Freshdesk integrated with My App is reflected.

If necessary, modify it to an easy-to-understand title, check the account information, and proceed to the next step.

On the next page, set the trigger activation interval.

The trigger activation interval can be selected from 5 to 60 minutes, but please note that there may be restrictions depending on the plan of Yoom.

After obtaining and pasting the domain name from the Freshdesk URL, create a ticket for flow setup and click "Test".
If the test is successful, the ticket information can be obtained in the output.

The output values vary depending on the ticket obtained.
Once confirmed, click "Save" to complete the app trigger setup.

Step 3: Set Up to Retrieve Ticket Information

The next setting is "Retrieve Ticket".
Set up to retrieve detailed ticket information.

On the first page, as before, modify the title and check the account information, then proceed to the next step.

Next, enter each field to retrieve ticket information.
Enter the same domain name as in the first setting. The ticket ID is reflected in the output, so no change is needed.

Select additional information if necessary and click "Test".

If the test is successful, specific details of the ticket can be obtained in the output.
Once confirmed, click "Save" to complete the ticket retrieval setup.

Step 4: Set Up to Create Responses in Dify

Next is "Send Chat Message".
This is the setup to create responses in Dify based on the obtained ticket information.

On the first page, as before, modify the title and check the account information, then proceed to the next step.

On the next page, set up the content to be sent to Dify.

"Query" is automatically reflected in the output. Set any desired user in half-width characters.

By setting this up, responses tailored to the ticket content will be automatically generated.
Once all inputs are complete, click "Test".

If the test is successful, the generated response content can be obtained as an output value.
Once confirmed, click "Save" to complete the send chat message setup.

Step 5: Set Up to Send Messages to Google Chat

The final setting is "Send Message".

On the first page, as before, only modify the title and check the account information.
Next, set up the message to be sent to Google Chat.

The content of the message is reflected in the output as shown above.
If additional input is needed, use the output as well.

Select the resource name of the space from the candidates and click "Test".

If the test is successful, a message corresponding to the output content will be delivered to Google Chat.
Once the message is confirmed, click "Save" to complete all settings.

Finally, turn on the trigger to run the flow.

The flow set up this time is as follows.

Other Automation Examples Using Dify and Google Chat

Here are some other flows using Dify and Google Chat.

Receive Inquiry Emails in Gmail, Create Responses with Dify, and Notify via Google Chat

When an inquiry email is received in Gmail, Dify uses AI to quickly draft a response, and the content is notified to Google Chat. This allows the person in charge to promptly start addressing the inquiry, improving the efficiency of email management.

Furthermore, the improvement in response speed is expected to enhance customer satisfaction.

When there is an inquiry through Google Forms, create a response with Dify and notify Google Chat

For inquiries made through Google Forms, Dify utilizes AI to automatically generate response drafts and notifies Google Chat. This helps in speeding up response times and preventing any missed form submissions.

This flow is ideal for those considering improving business efficiency using forms.

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When a new conversation is created in Intercom, generate a response with Dify and notify Google Chat

Every time a new conversation is created in Intercom, Dify generates an AI response suggestion and notifies Google Chat. This allows the support team to quickly understand the situation and improve response efficiency.

By utilizing this flow, smooth information sharing across the entire team will be possible.

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Summary

With the integration of Freshdesk, Dify, and Google Chat, you can enhance the efficiency of handling inquiries and facilitate smooth information sharing among teams.

Moreover, by using the no-code tool Yoom, you can easily set it up without any specialized knowledge. Why not start by registering for Yoom for free and begin streamlining your operations? Build convenient automation flows effortlessly and work comfortably!

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