Freshdesk Integration

Introduction

3CX provides integration with Freshdesk via the 3CX API for CRM with the following features:

  • Caller ID to Contact Name – inbound calls trigger a Freshdesk contact lookup.
  • Contact Lookup in Freshdesk based on Name, Number or Email if you search for a name in the 3CX Webclient
  • Call & Chat Journalling – calls and chats are logged in the Freshdesk Contact Card as tickets.
  • Create a new Freshdesk contact from the 3CX client for calls from new numbers.
  • Click to Call – launch calls straight from Freshdesk via 3CX, using the 3CX Click2Call Browser extensions for Google Chrome and Microsoft Edge.

Step 1: Configure Freshdesk

  1. Login to your Freshdesk account with the owner account credentials.
    Note: Agent or admin accounts do not have the required privileges for this configuration.
  2. Click on your profile icon on the top right of the screen and select Profile Settings.
  3. On the right side you will see your “API Key”.

Step 2: Configure 3CX

  1. Login to the 3CX Management Console and go to “Settings” > “CRM Integration” > “Server Side” tab.
  2. Select Freshdesk from the dropdown list.
  3. In the “API Key” field enter the value you got from the previous step.
  4. In “Domain Part”, enter the subdomain for your Freshdesk account URL, e.g. if your account URL is
    abc.freshdesk.com
     enter
    abc
    .
  5. If you want to enable contact creation from the 3CX client, check this option. When the caller’s number can’t be matched to a contact, the 3CX client will let the user create the contact by filling the details in a dialog.

Step 3: Configure Call & Chat Journaling

  1. To report external calls and chats to Freshdesk, the email address configured for the 3CX extension must match the email address of a Freshdesk agent. This way 3CX can map the 3CX extension receiving the call or chat to the Freshdesk agent.
  2. Check the “Enable Call Journaling” option to report external calls to the CRM, and configure these “Call Journaling” parameters:
  • “Call Subject” - the call’s subject.
  • “Answered Inbound Call” - description for answered inbound calls.
  • “Missed Call” - description for missed calls.
  • “Answered Outbound Call” - description for answered outbound calls
  • “Unanswered Outbound Call” - description for unanswered outbound calls.
  • Ticket Subject: The subject of the call.
  • Ticket Type: The type of ticket to create is a required value, corresponding to one of the available ticket types in your Freshdesk application, i.e. “Question”, “Incident”, “Problem”, “Feature Request”.
  1. Please note that you can use variables in the “Call Journaling” parameters, denoted as
    [variable_name]
    , e.g. the external number is specified as
    [Number]
    . The available variables to use are listed
    here.

  1. If you want to report chats to the CRM, check the Enable Chat Journaling checkbox and configure the parameters below:
  • Chat Subject: The subject of the chat session.
  • Chat Ticket Type: The type of ticket to create is a required value, corresponding to one of the available ticket types in your FreshDesk application, i.e. “Question”, “Incident”, “Problem”, “Feature Request”.
  1. Please note that you can use variables in the “Chat Journaling” parameters, denoted as
    [variable_name]
    , e.g. the external number is specified as
    [Number]
    .
    The available variables to use are listed here.

Step 4: Configure e164 contacts and caller ID

  1. To get a match with Freshdesk, the incoming Caller ID must be identical to the CRM entry, including any prefix, as Freshdesk performs whole number lookups. Querying Freshdesk using a subset of the digits, does not return any data.
  2. To make Freshdesk integration work, you must store the numbers in Freshdesk using E164 format, and your SIP Trunk must provide the caller’s number in E164 format as well, so both match. If this is not the case, you can use Caller ID Reformatting to adjust the caller’s number before being passed on to the CRM.
  3. Now Go to “Advanced” > “Contacts” > “Options”, set the matching strategy to "Match exactly" and click “OK”.

See Also

Last Updated

This document was last updated on 23 September 2023

https://www.3cx.com/docs/freshdesk-crm-integration/ 

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