BrightReps Sidekick

Build integrated process flows and launch them from Freshdesk tickets

Install available only on Desktop

Published by BrightReps
7 months ago

in Agent Productivity, Knowledge Management, Reporting and Analytics

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BrightReps Sidekick

Build integrated process flows and launch them from Freshdesk tickets

					        	BrightReps Sidekick™ enables customer support teams to build, use, and measure their process flows in a streamlined way.

Flow Builder - From the Admin Portal, managers can build, download, and publish process flows and decision trees for agents to follow right from the Freshdesk ticket.

Integrated Workflows - Sidekick is your knowledge base of processes that is searchable and suggests workflows based on ticket criteria.  When Sidekick loads, it searches for matching records in other systems using the customer email, giving your agents a complete 360 view of the customer.  From there, agents are guided through the appropriate resolution process, including integrated steps which eliminate the need to toggle across multiple browser tabs.  This saves your agents time on every ticket, and it can significantly reduce your onboarding & training costs.  Current integrations include Freshdesk, ShipStation, Shopify, Slack, GitHub, Stripe, Bitly, EasyPost, Pivotal Tracker, Wrike, Rebrandly, Salesforce, and much more.

Process Analytics - As reps work from Sidekick, managers are able to view process analytics including heat maps of step completions, average time per step, and agent feedback to continuously measure and improve their processes.  This includes access to a real-time work dashboard for viewing in-progress and recently completed work, to help identify and unblock bottlenecks.

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							For additional information and step by step instruction on getting started, go to:

This will walk you through the following sign up process:

1) Create your company account with BrightReps

2) Download the BrightReps Sidekick extension from either the Google Chrome or Mozilla Firefox extension marketplace

3) Go to the Admin Portal ( to set up your process flows (Flow Builder) and integrations (Integrations Lab).  This includes the Freshdesk integration which will enable Sidekick to reference and write to fields on the Freshdesk ticket.  Instructions for linking your Freshdesk account are here:

4) Once set up, agents can open the Sidekick extension to access all of your teams configured processes and integrations right from the Freshdesk ticket!

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