Install the Taiwa app in Freshdesk

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Table of Contents

The Taiwa app adds a Taiwa section to the right sidebar of each ticket. The section shows and controls the Taiwa extension from inside the ticket.

The app translates nothing by itself. Each agent also needs the Taiwa extension in their browser. See Install the extension and sign in.

Before you start

  • You need an administrator role in Freshdesk.
  • You need an administrator role in the Taiwa admin portal.

For now the app is private. Taiwa provides it for your Freshdesk account as a custom app. A listing in the Freshworks Marketplace comes soon.

1. Generate the installation key in Taiwa

The key proves to the Taiwa extension that the panel is yours. Without it, the extension does not send translated drafts or call transcripts to the panel.

  1. In the Taiwa admin portal, open the SSO & Provisioning tab.
  2. Under Freshdesk panel key, select Generate key.
  3. Copy the key at once. It is shown one time only.

The Freshdesk panel key card in the admin portal

2. Install the app in Freshdesk

  1. In Freshdesk, go to Admin > Apps.
  2. Select Manage Apps, and select Custom.
  3. Find Taiwa, and select Install.
  4. On the Configuration page: - Leave Extension download link as it is. Agents are sent there when the panel finds no Taiwa extension in their browser. - Paste the key into Taiwa installation key.
  5. Select Install.

3. Check that it works

  1. Open a ticket.
  2. In the right sidebar, open the Taiwa section. It starts closed.
  3. The section shows the tabs Voice, Messages and Settings.

The Taiwa section in a Freshdesk ticket

Back in the Taiwa admin portal, the Freshdesk panel key card now says where the key is in use and when it was last verified.

Replace or revoke the key

  • Generate a new key makes a new key. Paste it into the app's settings in Freshdesk: Manage Apps > Custom > Taiwa > Settings.
  • When you revoke the key, the panel stops receiving translated drafts and call transcripts at once. Agents keep everything else.

Update the app

When Taiwa publishes a new version of the app, Manage Apps shows an Update button beside Taiwa. Select Update, select Continue, and then select Save on the configuration page. The update is not finished until you save.

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