Take a look at our documentation

Logo freshdesk
Install
Step 1:
Visit the MercadoLibre 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 MercadoLibre. Provide the username or e-mail of the account you wish to connect to Freshdesk.
freshdesk mercadolibre
Step 3:
Provide the password of your MercadoLibre account.
freshdesk mercadolibre
Step 4:
Click on "Permitir" to allow the connection of our app with your MercadoLibre account.
freshdesk mercadolibre
Step 5:
Once the connection is authorized, you will see the app’s settings page.
freshdesk mercadolibre
Step 6:
Select the language in which you prefer to use the app.
freshdesk mercadolibre
Step 7:
Provide the domain of your Freshdesk instance.
freshdesk mercadolibre
Step 8:
Provide your Freshdesk API key. This is necessary to allow the creation of tickets from MercadoLibre. We recommend using the API key from an administrator agent of your instance.
freshdesk mercadolibre
freshdesk mercadolibre
Exclamation markYou can see instructions on how to obtain the API key in this link.
Step 9:
Enable the "Ticket creation" toggle for Questions, so tickets are created every time a question is published in your Mercado Libre publications.
freshdesk mercadolibre
Step 10:
Define the priority value for tickets created from MercadoLibre questions.
freshdesk mercadolibre
freshdesk mercadolibre
Step 11:
Enable the "Ticket creation" toggle for Sales, so tickets are created every time there’s a purchase of your MercadoLibre products.
freshdesk mercadolibre
If you prefer tickets to be created only after you receive post-sale messages, instead of at time the purchase is made, select the "Create ticket only when chat is initiated" checkbox.
freshdesk mercadolibre
Define the priority value for tickets created from sales and post-sale messages.
freshdesk mercadolibre
Step 12:
Once you’re done setting up the app, click on "Install".
freshdesk mercadolibre
¡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.
freshdesk mercadolibre
In the ticket’s body you will see the MercadoLibre user, his question, as well as the product in which it was posted.
freshdesk mercadolibre
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.
freshdesk mercadolibre
Step 3:
Open the MercadoLibre app in the Freshdesk sidebar.
freshdesk mercadolibre
Step 4:
There, you will see information related to the product, so you can respond to your prospect’s question.
freshdesk mercadolibre
Click on "View details" to see more information, such as the product description, images, and other characteristics.
freshdesk mercadolibre
freshdesk mercadolibre
You can also click on "View in MercadoLibre" to visit the product’s publication in case you need to.
freshdesk mercadolibre
Step 5:
Once you’re ready to respond to the question, click on "Reply".
freshdesk mercadolibre
You can also do this from the "View details" modal.
freshdesk mercadolibre
Step 6:
Type in your response.
freshdesk mercadolibre
You can also use predefined responses by clicking on "Canned responses".
freshdesk mercadolibre
You will need to provide your API key to access your canned responses (this is only required once). You can find instructions on how to obtain the API key in this link.
freshdesk mercadolibre
Once you provide your key you will be able to see all the canned responses you have access to.
freshdesk mercadolibre
After selecting one, you’ll see it written in the input field.
freshdesk mercadolibre
Step 7:
Click on "Send" once you’re done typing up your response. It will be posted in MercadoLibre.
freshdesk mercadolibre
You can select the option "Change ticket’s status to closed after sending response" to close the ticket.
freshdesk mercadolibre
Step 8:
You will see a notification confirming that your response was successfully sent.
freshdesk mercadolibre
Step 9:
Once you refresh the page, you will see that your response has been added as a private note.
freshdesk mercadolibre
In the app, you will see that the "Reply" button has been replaced by a banner that reads "Resolved question".
freshdesk mercadolibre
Managing sales
Note: For Freshdesk tickets to be created every time a purchase is made you need to have the "Ticket creation" option enabled for Sales in the app’s settings.

If you want tickets to be created only when you receive post-sale messages, you should select the "Create ticket only when chat is initiated" checkbox in the app’s settings.
Step 1:
Open the sales ticket.
freshdesk mercadolibre
In the tickets body you will see the MercadoLibre user who made the purchase, the product he acquired, and the order ID.
freshdesk mercadolibre
Step 2:
As a private note you will see the history of questions that same user made about your product before purchasing it, as well as the responses provided by your agents.
freshdesk mercadolibre
You will also see the user’s history of purchases on your publications as another private note.
freshdesk mercadolibre
Step 3:
As another private note you will find the Post-sale Chat. You’ll see this note updated with the messages you send and receive from your clients.
freshdesk mercadolibre
Step 4:
Open the MercadoLibre app in the Freshdesk sidebar.
freshdesk mercadolibre
Step 5:
You’ll see information related to the order.
freshdesk mercadolibre
Click on "View details" to see more information about the order.
freshdesk mercadolibre
freshdesk mercadolibre
Visit the "Payments" tab to see more information about the transaction.
freshdesk mercadolibre
In the "Shipping" tab you will see details about the shipping method and the shipping status.
freshdesk mercadolibre
You can also click on "View in MercadoLibre" to see more details about the purchase in MercadoLibre.
freshdesk mercadolibre
Step 6:
To contact the customer, click on "Send message".
freshdesk mercadolibre
You can also do this through the "View details" view.
freshdesk mercadolibre
Step 7:
Type in the message you want to send to the customer.
freshdesk mercadolibre
You can also use predefined messages or responses by clicking on "Canned responses".
freshdesk mercadolibre
You will need to provide your API key to access your canned responses (this is only required once). You can find instructions on how to obtain the API key in this link.
Once you provide your key you will be able to see all the canned responses you have access to.
freshdesk mercadolibre
After selecting one, you’ll see it written in the input field.
freshdesk mercadolibre
Step 8:
Click on "Send" once you’re done typing your message. It will be sent to the customer through MercadoLibre’s post-sales chat.
freshdesk mercadolibre
Step 9:
You will see a notification confirming that your response was successfully sent.
freshdesk mercadolibre
Step 10:
Once you refresh the page you will see your message added to the "Post-sales Chat" private note.
freshdesk mercadolibre
Step 11:
Every time you receive a message from your customer through the post-sales chat, you will see it in this private note.
freshdesk mercadolibre
You’ll be able to send as many post-sales messages as necessary.
freshdesk mercadolibre
You will always be able to see the messages you send and receive in the "Post -sales Chat" private note.
freshdesk mercadolibre
Contact us
Still can’t find what you were looking for? Contact us.