Echa un vistazo a nuestra documentación

Trello logo hero

Install

Step 1:

Visit the Mercado Libre app listing in the Freshdesk Marketplace and click on “Install” to add it to your instance.

Step 2:

You will see the login page for Mercado Libre. Provide the username or e-mail of the account you wish to connect to Freshdesk.

Step 3:

Provide the password of your Mercado Libre account.

Step 4:

Click on “Permitir” to allow the connection of our app with your Mercado Libre account.

Step 5:

Once the connection is authorized, you will see the app’s settings page.

Step 6:

Select the language in which you prefer to use the app.

Step 7:

Provide your Freshdesk API key. This is necessary to allow the creation of tickets from Mercado Libre. We recommend using the API key from an administrator agent of your instance.



Exclamation mark

You can see instructions on how to obtain the API key in this link.

Step 8:

Enable the “Ticket creation” toggle for Questions, so tickets are created every time a question is published in your Mercado Libre publications.

Step 9:

Define the priority value for tickets created from Mercado Libre questions.

Step 10:

Once you’re done setting up the app, click on “Save”.

¡You’re all set up!

Now you’ll be able to respond to your prospects’ questions from Freshdesk.

Replying to questions

Note: You will need to have the “Ticket creation” option enabled for Questions in the app’s settings.

Step 1:

Open the question’s ticket.



In the ticket’s body you will see the Mercado Libre user, his question, as well as the product in which it was posted.

Step 2:

Posted as a private note, You will see the history of questions that same user had posted about that product, as well as the responses provided by agents.

Step 3:

Open the Mercado Libre app in the Freshdesk sidebar.

Step 4:

There, you will see information related to the product, so you can respond to your prospect’s question.



Click on “View details” to see more information, such as the product description, images, and other characteristics.





You can also click on “View in Mercado Libre” to visit the product’s publication in case you need to.

Step 5:

Once you’re ready to respond to the question, click on “Reply”.



You can also do this from the “View details” modal.

Step 6:

Type in your response and click on “Send”. The response will be posted in Mercado Libre.





You can select the option “Change ticket’s status to closed after sending response” to close the ticket.

Step 7:

You will see a notification confirming that your response was successfully sent.

Step 8:

Once you refresh the page, you will see that your response has been added as a private note.



In the app, you will see that the “Reply” button has been replaced by a banner that reads “Resolved question”.

Contact us

Still can’t find what you were looking for? Contact us.