3CX Freshdesk CRM no Call Journalling

[PaulEmous]

3CX v16.0.1581
API connection made

When an unknown number calls, we get NEW 3CX Contact [xxxx] in the CRM. When we use the web client we get a new window that directs us to Freshdesk with this new contact.

However, although enabled. Call Journalling is not doing anything....
I could really use some help here.

Thanks,
Paul

 

[edossantos]

Hello Paul,

Please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call and check the 3cxSystemService.log file. There you will see the requests sent from 3CX to Freshdesk and the response returned back. If there is any issue, you will see it there.

Kind regards.

 

[PaulEmous]

Hello Paul,

Please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call and check the 3cxSystemService.log file. There you will see the requests sent from 3CX to Freshdesk and the response returned back. If there is any issue, you will see it there.

Kind regards.

Hi,

I actually just got a bit further. I noticed that the customer has loads of mandatory fields in the "Ticket field setup", where I believe if not filled the request is not honored. I test this by creating a new Freshdesk account and removed all from the ticketing that was unneeded. So this is working now.

However: From what I have been reading; 3CX only sends a "create ticket query" AFTER a call is completed. (Sorry if this sounds wrong, but I try to make sense out of this)...
So in other words, the call journal will not be "updated" unless the call is finished. (Correct?)

Is there a way a query can be send the same time the Freshdesk page is opened?

I assume there is some customizations needed for this, can you please point me in the right direction?

Thanks,
Paul

 

[edossantos]

However: From what I have been reading; 3CX only sends a "create ticket query" AFTER a call is completed. (Sorry if this sounds wrong, but I try to make sense out of this)...
So in other words, the call journal will not be "updated" unless the call is finished. (Correct?)

Is there a way a query can be send the same time the Freshdesk page is opened?

I assume there is some customizations needed for this, can you please point me in the right direction?

Yes, this is by design, the Call Journaling entry is created when the call ends, as that's when we have all the call information. This can't be changed unfortunately. It's not safe to do this during the contact lookup scenario, because it might not be executed if the contact is already cached. The only way to do this would be creating a custom .NET Core program using the 3CX Call Control API, which monitors active calls in the system, and notifies Freshdesk when there is a new call...

 

[PaulEmous]

Ok excellent. Understood.

Could you point me in the right direction regarding the .NET Core API?

 

[edossantos]

Sent you a PM on this.

 

[PaulEmous]

Great thanks!