Freshdesk

Freshdesk is a customer support platform that provides ticketing, live chat, and customer communication tools.

Key features include:

Web chat widgets for real-time visitor conversations
Ticket creation and management
Agent availability and routing controls
Reporting and customer support workflows

Freshdesk integrates with ShopWired using a JavaScript to display a web chat widget on ShopWired website pages.

ShopWired can only provide support to you on the instructions provided in this help guide, for assistance with your Freshdesk account contact Freshdesk support directly.

Account creation

Create an account on the Freshdesk Website. Once created and configured Freshdesk will provide you with an embed code.

Theme installation

Use this method to display the Freshdesk web chat widget across all pages of your ShopWired website.

Once a web chat widget is created, Freshdesk will provide JavaScript embed code similar to the example shown below:

<script>
  window.fwSettings = {
    widget_id: "WIDGET_ID"
  };
  !function(){
    if("function"!=typeof window.FreshworksWidget){
      var n=function(){n.q.push(arguments)};
      n.q=[],window.FreshworksWidget=n
    }
  }(),
  function(){
    var n=document.createElement("script");
    n.async=!0,
    n.src="https://widget.freshworks.com/widgets/WIDGET_ID.js";
    var e=document.getElementsByTagName("script")[0];
    e.parentNode.insertBefore(n,e)
  }();
</script>

The code shown above is provided as an example only. You must copy the exact code provided in your own account, as the code and any ID values will be unique to your website.

Add the embed code to your ShopWired theme:

Navigate to Website > Themes
Select the code editor option for the active theme
Open the master.twig file
Paste the embed code just above the closing </head> tag
Save changes

Use this method to display the Freshdesk web chat widget only on selected pages.

Once a web chat widget is created, Freshdesk will provide JavaScript embed code similar to the example shown below:

<script>
  window.fwSettings = {
    widget_id: "WIDGET_ID"
  };
</script>
<script
  type="text/javascript"
  src="https://widget.freshworks.com/widgets/WIDGET_ID.js"
  async>
</script>

The code shown above is provided as an example only. You must copy the exact code provided in your own account, as the code and any ID values will be unique to your website.

Add the embed code to a specific page on your ShopWired website:

Navigate to Website > Themes
Select customise your theme
Open the page where the chat widget should appear
Select add a new section
Select the custom HTML section type
Paste the embed code into the Custom HTML setting
Save changes

Use ShopWired’s landing pages feature to add the web chat widget to a custom page on your website. To add the web chat widget to a website page, select the Tick here to enter additional custom HTML/JS/CSS setting and paste the embed code into the field provided.

Recommendations

Configure widget appearance and behaviour within the Freshdesk dashboard.
Test the web chat widget on desktop and mobile devices after publishing.
Use either site-wide or page-specific installation methods, avoid using both.

Freshdesk

Account creation

Theme installation

Embedding the Freshdesk web chat widget on specific pages

Recommendations

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