Hey there! If you’re looking to streamline your customer support by automatically tagging and organizing tickets based on sentiment and topic, you’re in the right place. In this guide, I’ll walk you through setting up an integration between Freshdesk and MonkeyLearn using Zapier. This setup will help you classify and prioritize support requests efficiently. Let’s dive in!
Introduction
Managing a growing volume of customer support tickets can be challenging. Manually tagging and categorizing each ticket is time-consuming and prone to inconsistencies. By integrating Freshdesk with MonkeyLearn via Zapier, you can automate this process, ensuring that each ticket is analyzed for sentiment and topic, and appropriately tagged. This automation not only saves time but also enhances the accuracy of your ticket management system.
Step-by-Step Guide
Step 1: Set Up Your Freshdesk Account
First things first, ensure you have a Freshdesk account set up. If you don’t have one yet, you can sign up at Freshdesk. Once your account is ready, familiarize yourself with the ticketing system, as this is where your customer queries will be managed.
Step 2: Create a MonkeyLearn Account
Next, head over to MonkeyLearn and create an account. MonkeyLearn offers powerful text analysis tools that we’ll use to classify and analyze the sentiment of your support tickets.
Step 3: Set Up a Zapier Account
Zapier acts as the bridge between Freshdesk and MonkeyLearn. If you haven’t already, sign up for a Zapier account at Zapier. Zapier allows you to create automated workflows, known as Zaps, between different applications.
Step 4: Connect Freshdesk to Zapier
In Zapier, click on “Create Zap.” For the trigger app, select Freshdesk. You’ll need to connect your Freshdesk account by entering your Freshdesk domain and API key. You can find your API key in your Freshdesk account under Profile Settings. Once connected, set the trigger event to “New Ticket.” This means the Zap will activate whenever a new ticket is created in Freshdesk.
Step 5: Add a Delay (Optional)
Sometimes, it’s beneficial to add a short delay to ensure all ticket information is available before processing. In Zapier, add a “Delay” action and set it to delay for a few minutes. This step is optional but can help in ensuring data consistency.
Step 6: Extract Ticket Content
To analyze the ticket, we need its content. Add an “Action” in Zapier and choose “Formatter” by Zapier. Select “Text” as the event and choose “Extract” as the transform type. In the input field, map the ticket description from Freshdesk. This step ensures that we have the necessary text to send to MonkeyLearn for analysis.
Step 7: Send Ticket Content to MonkeyLearn
Now, add another “Action” in Zapier and select MonkeyLearn. Connect your MonkeyLearn account by entering your API key. Choose the “Classify Text” action. In the input field, map the extracted ticket content from the previous step. Select the appropriate classifier model in MonkeyLearn that you’ve set up for sentiment and topic analysis.
Step 8: Update Freshdesk Ticket with Tags
After MonkeyLearn processes the text, it will return the classification results. Add a final “Action” in Zapier and select Freshdesk. Choose the “Update Ticket” action. In the ticket ID field, map the ID from the original Freshdesk trigger. For the tags field, map the classification results from MonkeyLearn. This will update the original ticket with the appropriate tags based on sentiment and topic.
Step 9: Test and Activate the Zap
Before going live, test the Zap to ensure everything works as expected. Create a test ticket in Freshdesk and see if it gets tagged correctly after passing through the Zap. If all looks good, activate the Zap.
Optional Enhancements
- Automated Ticket Prioritization: Based on the sentiment analysis, you can set up additional Zaps to automatically prioritize tickets. For instance, tickets with negative sentiment can be marked as high priority.
- Agent Assignment: Use the topic classification to route tickets to specific agents or teams specialized in that area.
- Reporting and Analytics: Integrate with tools like Google Sheets or Airtable to log ticket classifications and sentiments over time, providing valuable insights into customer issues and support performance.
By following these steps, you’ll have a robust system in place that automatically tags and organizes your customer support tickets based on sentiment and topic. This automation will not only save you time but also improve the efficiency and effectiveness of your support team. Happy automating!
