3CX and Freshdesk

[Batzorig]

Our company call center is currently facing an issue. As our customer call volume has increased, we integrated the 3XC call application with our Freshdesk. Since this integration, we have noticed that when we receive a customer call, Freshdesk does not create a new customer task on the platform in real-time. Instead, the task is generated only after the call has ended.
This delay has resulted in our customer service team to fill all the complaints after the call ends. Our intention is to simultaneously during the call, we would like to fill the customer complaint and requests.

Could you please give advise on this matter?

 

[TheodorosG_3CX]

Please note that the call will be reported once the call is terminated and not during the call. This is the default behavior.

 

[Batzorig]

Please note that the call will be reported once the call is terminated and not during the call. This is the default behavior.

thank you short notice reply, is there any alternative solutions to fix our problem ?

 

[TheodorosG_3CX]

I'm afraid this cannot be modified.

 

[Evolute IT]

We can build custom integrations to manage this kind of process. We did something similar for Zendesk.

 

[Batzorig]

We can build custom integrations to manage this kind of process. We did something similar for Zendesk.

please provide me more information about your service?

 

[Doyle]

then can you show me how to create a ticket in freshdesk after the received call ended

 

[edossantos]

When you receive a call, the integration will automatically popup the contact record in a new tab. At this point, while the agent is speaking with the customer, you can manually create a ticket (1 click), and then start filling the details. You can turn off call journaling so you don't get a duplicate ticket in this case.

 

[Doyle]

thanks. we have existing freshdesk and 3cx and we are able to automatically create a ticket if there was a lost queue
example 3CX Communication: lost queue call like this one. i would like to have a received call ended.