Yes, but you must ensure that you collect the contact's email address in any Freshchat conversations and then map this to the ticket when the Freshchat/Freshdesk integration creates it.
Freshdesk needs an email address for a contact to send ticket replies. The Opinyin Freshdesk app uses the Freshdesk platform to send out Survey invites there it also needs this information. If the Freshchat/Freshdesk integration does not map the contact's email address to the ticket when it is created, then Opinyin App will not be able to send a survey invite on ticket close.
Collecting an email address in Freshchat
We recommend using a bot to do this as this will then collect to information irrespective of the channel you use, i.e. web, WhatsApp, etc.
For more information, read: https://support.freshchat.com/support/solutions/articles/50000000976-hallway-lead-bot
An alternative solution is to use a pre-chat form, but this is only available in the web interface with Freshchat.
For more information, read: https://support.freshchat.com/support/solutions/articles/233349-pre-chat-form
Mapping an email address to the ticket created in Freshdesk
In Freshchat select Admin > Integrations > Freshdesk. Ensure you map the value assigned to 'Email' in Freshchat to the contact in Freshdesk as below:
