Getting Started with Audio Video Attachments

Installation

1. Go to the Freshdesk Marketplace listing.
2. Click Install and follow the prompts.
3. Grant the requested permissions and complete the installation.

Once installed, the Audio Video Attachments card appears in the sidebar on every Freshdesk ticket.

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Opening the App

Click the Open Conversations button on the sidebar card. The app fetches the ticket’s conversation history and opens the full-screen chat modal. The compose box receives focus automatically — you can start typing immediately.

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Setting Up Your Agent API Token (UBAC)

Audio Video Attachments uses UBAC (User-Based API Credentials). Each agent replies using their own Freshdesk API token, so replies come from the right person — not the account admin.

If your account administrator has enabled UBAC, you will see a one-time setup screen the first time you open the app.

First Run

1. Open a Freshdesk ticket and click the sidebar card.
2. A setup screen appears asking for your Freshdesk API token and a personal password.
3. To find your API token: click your profile icon in Freshdesk → Profile Settings → copy the API key shown at the bottom right.
4. Enter the token and choose a password. This password encrypts your token locally — it is never stored in plain text.
5. Click Save. The app opens and your token is stored.

Returning Agent

On subsequent visits you are asked only for your password. Enter it to unlock the app. Your API token is decrypted automatically.

Forgot Your Password

1. At the password prompt, click Forgot password.
2. Re-enter your Freshdesk API token and set a new password.
3. Click Save. The old password no longer works.

Invalid Token

If you enter a malformed or revoked API token, the server rejects it with a clear error message. The app does not open until a valid token is provided.

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Need Help?

Email us at support@taroo.in and we’ll respond within one business day.