The Freshdesk integration lets you add public replies under your Freshdesk account.

Configuring the Step Type:

From an existing flow on the Flow Builder:

Click the plus (+) icon to add a step.

Select “Freshdesk Add Public Reply"

Enter the Title for this step.

"Add Public Reply" - Check this box to make the text entered publicly available to the customer automatically when Rep reaches this step. This means the text will be automatically visible to the customer.

You can click “Hide Field in Sidekick” to hide that field from the Sidekick user and use whatever default value is entered here.

• Default Values or Empty: There is no need to specify a default value and the field can be left empty for the Rep to fill in.
• Dynamic Variables: You can use dynamic variables for the value by clicking the “+” icon on the right. That will show you all the variables that are available for you to use.

Brightreps Sidekick Use Case: