Help for Viewers Without Leaving the Portal
Freshdesk is a customer support platform: tickets, queues, SLAs and live chat. Enabled as a support app on a Nexus portal, it puts Freshdesk help and live chat in front of viewers where they are, so a person who cannot reach a recording raises a ticket or starts a chat in place, and the conversation lands in the queues the support team already works. Freshdesk stays the support system. The portal shows its entry point.
How it connects
The connection is the app model. Integrations on the platform are apps: enabled per portal, configured in the portal's settings, and typed by what they do. Freshdesk arrives as two support apps, one for help tickets and one for live chat, and either can be enabled on its own. Enabling one is a configuration change that takes effect without a deployment.
What flows is the conversation. A viewer's ticket or chat goes from the portal page to Freshdesk, and the queue, the SLA and the agent's reply all live there. The portal does not hold tickets or chat history, and the library's content does not flow to Freshdesk.
Configuration sits in two places. The portal settings hold the app and whether it is enabled. Routing, queues, agents and SLAs are set in Freshdesk as they are for any other channel.
What you can do together
- Give viewers of a Nexus portal a help and live-chat entry point on the portal itself, so a playback or access problem is reported where it happens rather than by email later.
- Land every ticket and chat in the Freshdesk queues, routing and SLAs the support team already works, with no second inbox to watch.
- Serve an evidence portal and a training portal with the same app, so officers, prosecutors and learners reach the same support desk.
- Enable it per portal, so a portal that faces the public gets a support entry point while an internal one keeps its own arrangements.
A scenario
- 07:45A nursing student cannot play a required module before a skills check at 08:00. She opens the live chat on the portal page rather than searching for a support address.
- Same minuteThe chat lands in the college's Freshdesk queue. The on-duty support agent picks it up in Freshdesk, where the rest of the morning's chats already are.
- 07:52The agent walks her through it in the chat, and she is watching the module with time to spare. The chat history stays in Freshdesk.
- 09:00An instructor who cannot find a lecture recording raises a ticket through the help app on the same portal. It joins the same queue under the same SLA, and the reply comes back the way Freshdesk answers any ticket.
- Month endThe support manager reads the portal's tickets beside every other channel in Freshdesk's own reporting, with nothing to reconcile.
What stays where
Freshdesk remains the support system
Tickets, chats, queues, SLAs, agents and reporting all stay in Freshdesk. The support team works there and nowhere new.
The portal shows the entry point
Nexus displays the help and live-chat apps to its viewers. It does not hold tickets or chat history, and nothing from the library is sent to Freshdesk.
Nothing is replaced
The portal keeps its own users, groups, access rules and content. Freshdesk keeps its channels. The app connects the two at the point where a viewer needs help.
Configuration lives in the portal settings
The app is enabled and configured per portal, so each portal decides for itself whether to offer support and which of the two apps to show.
Products and solutions
- Nexus, the portal the support apps are enabled on
- Digital Evidence Management, Enterprise Video Platform and Video Training Platform
Next step
See it on your own Freshdesk instance. We will show the connection made, the data moving and the output, then size it for your deployment.
Request a demonstration or write to sales@vidizmo.ai
sales@vidizmo.ai · vidizmo.ai/integrations/catalog/freshdesk