Attach call recording to ticket Freshdesk

[Diego Mazza]

Hello everyone,
a potential customer asks me for the possibility of attaching to each ticket created by the system with the integration taken from this guide https://www.3cx.com/docs/freshdesk-crm-integration/ also the relative registration of call being made. It is feasible? If yes, how can I do? Thank you all.

 

[Evolute IT]

If you are a programmer, you'll figure it out. There's already many threads on that.

If not, feel free to DM us. We do these things all the time.

What do you mean by "relative registration of call"?

 

[Diego Mazza]

At the moment we don't have a software development department in the company, but we are able to create quite complex projects with CFD. Following a thread or a guide, it might help us. If you can point me to any of these threads I'll be happy to check if I can interpret them, thanks.
By logging I mean that 3cx will be set up to log every call and open a ticket on Freshdesk automatically, so the call that will be opened on 3cx will of course also be logged. That recording must be attached to the ticket. I hope I made myself clear.

 

[edossantos]

If you mean the call recording (WAV file), then there is no way to pass it to the ticket created. However, as @ConceptsWeb has mentioned, there are alternatives that might solve this by creating a custom integration, which will need you to install a piece of software in the 3CX server to let you get those recordings. This thread might help:
https://www.3cx.com/community/threa...ble-in-crm-integration-xml.67599/#post-293258

 

[Diego Mazza]

Thank you Ernesto and Concept Web.
I will try to learn more by viewing the html template and the freshdesk api. Thank you.

 

[greychain]

I allowed sftp access from a external VM to the call recordings directory then in the CRM integration I called a php file on the external vm which found the latest file with the callerID in the recordings directory associated with the extension involved with the call. somehting like this

https://remoteVM/update.php?id=[recordid]&ext=[Agent]&number=[Number]

This then attached the file with a little play icon to the freshdesk ticket with recordid as it's id
.