3CX interface with FreshDesk/FreshSales

[Nuriia]

I have a question regarding 3CX interface with FreshWorks tools.

FreshDesk ist a ticketing system and FreshSales is a CRM, both are tools of Indian company FreshWorks. We are going to use both tools starting from August 2020.

Every employee in our company would use a 3CX Webclient. Every employee in our company is EITHER FreshDesk user OR FreshSales user.

I read the manual on 3CX integration with FreshDesk (ticketing system) FreshDesk 3CX integration
it is done with FreshDesk API key.

I also read the manual on 3CX integration with FreshSales (CRM) FreshSales 3CX integration
it is done with FreshSales user name and password.

As I understood, FreshDesk integration is done centrally using API key and FreshSales integration is done individually using user name and password. Is my understanding correct?

Is it possible to integrate 3CX depending on employee type (Desk employee or Sales employee) either with FreshDesk or with FreshSales? Or do I need to decide with which of both tools do I want to integrate my 3CX?

Regards,
Nuriia

 

[edossantos]

No, both integrations are server side, and are enabled for all users. Also, only one of them can be enabled at a time.

 

[Nuriia]

Also, only one of them can be enabled at a time.

Thank you for your reply!

What is the best practice integration for companies, who are using 3CX PRO with both FreshDesk and FreshSales?

I have heard about this solution, probably we can do the same way?

1. FreshDesk + 3CX click2call
2. FreshSales + 3CX server side integration

 

[edossantos]

This will depend on your needs. Please note that only 1 integration can be configured at a time, so you need to decide which is more important to you according to what it provides.

The most important features of these integrations are:
1) When you receive a call from an external number, the number is searched in the system and the caller name shown. So, do you prefer seeing the contact names from Freshsales or Freshdesk?
2) When the call ends, the call is registered in the system. In Freshdesk, a new ticket is created for the contact. In Freshsales a new phone call is created for the contact.
3) When the caller number can't be found, a new contact can be automatically created. Do you prefer to create these new contacts in Freshdesk or Freshsales?
4) When the agent receives the call in the Web Client, the contact record is automatically launched in a new browser tab. Do you prefer to get Freshdesk contact links or Freshsales contact links?

The behaviour will be the same for all the extensions in the company. If you decide to integrate with Freshsales, you can turn off the contact popup for Freshdesk users.

The click to call browser extension is independent of this, and can be used with both systems, or any web page.

 

[Nuriia]

Thank you for your very thoughtful comments!

Is it possible to share,

1. what is the best practice for 3CX integration with FreshDesk (in case we want to use it together with FreshSales)
2. what is the best practice for 3CX integration with FreshSales (in case we want to use it together with FreshDesk)