Knowledge base | mouseflow

Freshdesk Integration

With Mouseflow, it's easy to seamlessly integrate into customer service tools like Freshdesk. You can use a FreshPlug to add the Mouseflow tracking code to the Ticket Details or Contact pages in Freshdesk. Here's how:

  1. Log into your Support Portal as an administrator.
  2. Go to the Admin tab.
  3. Under Helpdesk Productivity, click on "Integrations".
  4. Under the Fresh Plugs tab, click on "New Custom Widget".
  5. Give your FreshPlug an easy name (like "Mouseflow") and short description.
  6. Add your JavaScript tracking code inside the script area.
  7. Preview your new FreshPlug by clicking "Show Preview".
  8. Choose whether the widget should be displayed when you are viewing a ticket, contact or both.
  9. Click "Create and Enable" to start using your new FreshPlug.

You can also push some of the Ticket Details into Mousefow as Custom Variables:

To do so, just add the following code to the bottom of your tracking code (in step #6 above):

_mfq.push(["setVariable", "ticket_id", "{{ticket.id}}"]);
_mfq.push(["setVariable", "requester_email", "{{ticket.requester.email}}"]);

This will allow you to search for tickets by the ticket_id and requester_email Custom Variables, respectively.