Stonly scripted guides for agents
Verified by FreshworksInteractive decision trees and automations for better agent productivity.
Published by Stonly(about 2 months ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
The Stonly app for Freshdesk gives agents the guidance they need to solve each ticket quickly and accurately without ever switching context and leaving Zendesk.
Step-by-step guides and decision trees for agents directly inside Zendesk.
Two-way communication for sending data between tickets and guides.
Automatic ticket triage/qualification based on choices made by agents in the guide.
Conditional and automated branching inside guides based on ticket data.
Automatic search to display only guides relevant to the current ticket.
Interactive features to help agents find the right solutions, like AI Answers, inputs, checklists, and back-office integrations.
Learn how Stonly empowers thousands of companies to support millions of customers at https://stonly.com/
29 installs
Sign in to review app
1
5
4
3
2
1
During the install:
- Make sure you enter the name of your Stonly team in the "Team name" field
- Get your API key by following this guide: https://stonly.com/explanation/how-to-get-your-api-key-in-freshdesk-pNqLqEc55n/Steps/introduction
Once the app is installed, you can:
- Follow this guide to see how you can trigger special actions in Freshdesk from your guides: https://stonly.com/explanation/how-to-trigger-actions-in-freshdesk-from-stonly-guides-DCh2eng9Ug/Steps/introduction
- Edit the settings of the app by following this guide: https://stonly.com/explanation/edit-the-settings-in-freshdesk-C02CM7Awiq/Steps/16872
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
Yes
What End-User data does your app collect/process?
email address, first name, last name
What is the purpose of collecting/processing the data?
For authentication and right management
Does your app store any End-User data?
Yes
What End-User data does your app store?
email address, first name, last name
Countries where data is stored
France
What is the purpose of storing the data?
For authentication and right management
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
Yes
What are the means of exporting this data?
CSV export
What measures are put in place to export the data?
There is a process for our customers to request an export
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
Yes
Elaborate the encryption methodology adopted
Data is protected in transit using secure TLS
Data at rest in our backend is encrypted using AWS encryption mechanisms
All encryption shall be performed in accordance with industry standards, including NIST SP 800-57
For confidential data, encryption keys must be rotated at least 1 per year.
Is the End-User data encrypted in transit?
Yes
Elaborate the encryption methodology adopted
it's encrypted using TLS
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
Yes
Which OWASP guidelines or recommendations do you follow to ensure the security of customer data?
All changes in application are evaluated against OWASP Top 10 security risks during code review
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
No
What is the data retention period after app is uninstalled?
2 years after deletion or per customer request
Does your app allow customers to request a custom End-User Data retention period?
Yes
What is the data retention period?
0 - 2 years
Log in to install this app
Enter your Freshdesk URL to proceed
https://
Proceed
Version History3.0 (October 2024)
bug fix
2.0 (March 2024)
New sdk compatibility + new features.