Adding a customer support integration to RechargeSMS

RechargeSMS integrates with a number of customer support integrations. These integrations allow your customer support teams to track conversations and move SMS support tickets over to email. This guide covers how customer support integrations work with RechargeSMS, compatible integrations, and how to enable one.

Before you start

Adding a customer support integration to RechargeSMS provides customers with a seamless support experience. RechargeSMS alerts your customers that you will be following up with them via email if there are any issues with SMS.

RechargeSMS then creates a ticket automatically for your customer support integration with the SMS message details pre-filled. Your customer support team can troubleshoot the situation, and follow up with the customer via email. 

A ticket is automatically created within your customer support integration for the following instances: 

• A customer uses help or operator keywords
• A customer sends at least one unrecognized message
• A customer's payment fails and at least one dunning notification is sent
• A customer tries to end their subscription and you have the end subscription setting disabled 

Recharge also imports the last 50 customer interactions into the ticket so that your support agents have the additional context they need to assist your customers.

Compatible customer support integrations

RechargeSMS works with the following customer support integrations:

• Freshdesk
• Intercom
• Gorgias - Gorgias is a preferred customer support integration for RechargeSMS. In addition to email support, Gorgias allows agents to respond directly to customers via SMS. This is possible with the use of Gorgias's built-in SMS widget. 
• Kustomer
• Re:amaze
• Zendesk

Enabling a customer support integration

You can enable your customer support integration from the RechargeSMS settings page. Each customer support integration requires specific authentication fields to be filled out. 

Freshdesk

1. Launch RechargeSMS and locate the Customer Support Integrations widget on the Homepage.
2. Select Freshdesk from the list and click Connect. 
3. Input your Freshdesk Portal URL. This URL is typically formatted as:

   https://yourshopname.freshdesk.com

4. Input your API Key. Your API key can be found on the Profile Settings page.
5. Click Confirm to enable the integration.

Intercom

1. Launch RechargeSMS and locate the Customer Support Integrations widget on the Homepage.
2. Select Intercom from the list and click Connect. 
3. Input your Email. The email address must be the email address that was used to register for Intercom.  
4. Generate an Access token by creating an Internal App in Intercom’s Developer Hub. From your Intercom application, open the menu at the top left-hand corner and click on App Store.
5. Click Build your own app at the top of the page.
6. From the Intercom Developer Hub, click Your apps in the top right corner.
7. Create an Internal integration and click Create app.
8. This creates an Access token. Input your Access token in the corresponding field in RechargeSMS. 
9. Click Confirm to enable the integration.

Gorgias

1. Launch RechargeSMS and locate the Customer Support Integrations widget on the Homepage.
2. Select Gorgias from the list and click Connect. 
3. To access your Gorgias login credentials, open Gorgias, click Settings, and open REST API. 
4. Input your Base API URL, Username, and API Key as your password into RechargeSMS. 
5. Click Confirm to enable the integration.

Kustomer

1. Launch RechargeSMS and locate the Customer Support Integrations widget on the Homepage.
2. Select Kustomer from the list and click Connect. 
3. In Kustomer, click Settings and expand Security.
4. Click API Keys and Add API Key. 
5. Give the new API Key a relevant name, set the role to org, and the expiration date to No expiration.
6. Click Create.
7. Input your API Key into RechargeSMS.
8. Click Confirm to enable the integration.

Re:amaze

1. Launch RechargeSMS and locate the Customer Support Integrations widget on the Homepage.
2. Select Re:amaze from the list and click Connect. 
3. In Re:amaze, click Settings and select  Developer Settings. 
4. Click API Token and generate a new token.
5. In RechargeSMS, input your Account Subdomain, Username, and API Key (API Token).
6. Click Confirm to enable the integration.

Zendesk

1. Launch RechargeSMS and locate the Customer Support Integrations widget on the Homepage.
2. Select Zendesk from the list and click Connect. 
3. In Zendesk, click Apps and integrations from the sidebar menu.
4. Click Zendesk API and click Settings. 
5. Enable Password Access and Token access.
6. In RechargeSMS, input your Base API URL. This is formatted as: 

   https://yourshopname.zendesk.com/api/v2

7. Input your Username. Your username is the email address you used to sign up for Zendesk. 
8. Input your Zendesk Password. 
9. Click Confirm to enable the integration.