Take a look at our documentation

Visit the MercadoLibre app listing in the Freshdesk Marketplace and click on "Install" to add it to your instance.

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

Provide the password of your MercadoLibre account.

Click on "Permitir" to allow the connection of our app with your MercadoLibre account.

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

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

Provide the domain of your Freshdesk instance.

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.

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

Define the priority value for tickets created from MercadoLibre questions.

Enable the "Ticket creation" toggle for Sales, so tickets are created every time there’s a purchase of your MercadoLibre products.

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.

Define the priority value for tickets created from sales and post-sale messages.

Once you’re done setting up the app, click on "Install".

Open the question’s ticket.

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

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.

Open the MercadoLibre app in the Freshdesk sidebar.

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 MercadoLibre" to visit the product’s publication in case you need to.

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

You can also do this from the "View details" modal.

Type in your response.

You can also use predefined responses by clicking on "Canned responses".

Once you provide your key you will be able to see all the canned responses you have access to.

After selecting one, you’ll see it written in the input field.

Click on "Send" once you’re done typing up your response. It will be posted in MercadoLibre.

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

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

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".

Open the sales ticket.

In the tickets body you will see the MercadoLibre user who made the purchase, the product he acquired, and the order ID.

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.

You will also see the user’s history of purchases on your publications as another private note.

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.

Open the MercadoLibre app in the Freshdesk sidebar.

You’ll see information related to the order.

Click on "View details" to see more information about the order.

Visit the "Payments" tab to see more information about the transaction.

In the "Shipping" tab you will see details about the shipping method and the shipping status.

You can also click on "View in MercadoLibre" to see more details about the purchase in MercadoLibre.

To contact the customer, click on "Send message".

You can also do this through the "View details" view.

Type in the message you want to send to the customer.

You can also use predefined messages or responses by clicking on "Canned responses".

Once you provide your key you will be able to see all the canned responses you have access to.

After selecting one, you’ll see it written in the input field.

Click on "Send" once you’re done typing your message. It will be sent to the customer through MercadoLibre’s post-sales chat.

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

Once you refresh the page you will see your message added to the "Post-sales Chat" private note.

Every time you receive a message from your customer through the post-sales chat, you will see it in this private note.

You’ll be able to send as many post-sales messages as necessary.

You will always be able to see the messages you send and receive in the "Post -sales Chat" private note.