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Record and send videos during ticket creation from Freshdesk

Hippo Video allows you to embed code inside Freshdesk. The requestor can record or import videos when creating a ticket by configuring this code with the request form. Videos that are recorded or imported will be converted into URLs and placed in the Recorded Video URL field.



  • Hippo Video account. Click here to Sign Up

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

To embed the Hippo Video code inside Freshdesk: 

  1. Log in to your Freshdesk account.

  2. Click on the Admin icon from the left navigation bar > Workflows > Ticket Fields.

  1. Click the Single-line text from the left panel.

  1. Verify that both the Display to customer and Customer can edit check boxes are selected.

  2. In the Label for agents field, enter ‘Recorded Video URL’.

  3. Once you’re done, click the Save field button at the bottom right.

  1. The Recorded Video URL field is added.

  1. Navigate to Hippo Video account.

  2. Click on the Settings icon from the left navigation bar > select Integrations card or click on the More icon from the left navigation bar > select Settings Integraitons card and select Integrate button near the Freshdesk Embed Widget > click the Next button at the bottom and then click the Copy Code button. 

  1. Again, go back to Freshdesk account and click the Admin icon from the left navbar, and select Portals.

  1. Click the Customize Portal button.

  1. Then, click the Layout & pages tab > Portals pages button at the top > New ticket from the left panel > paste the copied code inside the Editor > click the Save and Publish button.

  1. By pasting the code, the Record Video and Import buttons will automatically appear in the configured ticket request form (for the requestor to record and send videos while creating a ticket). The recorded or imported videos will get converted into URL & captured inside the Recorded Video URL field.

  1. To check out whether the Required Video URL field is added to the ticket, click the New > New ticket from the top menu.

  1. Scroll down to see the field added.

To check out other topics related to this integration.   

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