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Send a guest link and capture the video response from the customer inside Freshdesk

Using the Hippo Video app, you can easily send your customer a URL link and capture their video response inside Freshdesk.



  • Hippo Video account. Click here to Sign Up

  • Hippo Video App + Freshdesk Integration. Click here to learn how to install

To send a guest link to a customer ticket inside Freshdesk: 

  1. Log in to your Freshdesk account.

  2. Click on Tickets icon from the left navbar, to check the issue tickets created by customers.

  1. Now, click any one of the tickets. You’ll find the Hippo Video widget which is available on the right-hand side of the screen.

  2. You can record or select an existing video from your Hippo Video library, ask the customer for a video testimonial, and ask the customer to record the issue.

  1. To let your customer record an issue, click on 'REPLY WITH VIDEO TICKET'.

  1. You’ll notice that the URL link gets pasted inside the ticket on the left-hand side of the screen.

  2. Click the Send button. Now, the URL link is successfully sent to the selected customer ticket.


To capture the video response from the customer: 

  1. The customer/end-user will receive an email as shown in the below example.

  1. Click on the link.

  1. You’ll be redirected to the Hippo Video screen where you need to select the recording options and then click the Record button.

  1. Once you’re done with your recording, click the Finish Recording button at the bottom.

  2. You’ll be redirected to the following screen. Here, you must enter your email address & name, and description.

Note: Click the Retake button at the top right, to retake the video (if required). 
  1. Click the Edit Video button below the video preview, to do basic editing in the video and click the Save button (if required).

  1. Once you’re done, click the Submit button at the bottom or at the top right of the screen.

  2. The video will be submitted successfully and will be available inside the Freshdesk below the respective ticket as shown in the below example. You can access the video by clicking on the link.

To check out other topics related to this integration.   

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