Autotask PSA, need help

[erwincom4]

Hi,

Does anyone have any experience by connecting 3CX to Autotask PSA? I did read the manual, but I am not sure if it is possible to get the integration working as the way I would like.

Is there any possible way to open a ticket when someone calls? If number is found in Autotask open ticket with this information, if number is not found, open new ticket. I did not find this in the manual part of the documentation, only creating or open a contact.

Thanks

 

[edossantos]

You should create a CRM template by following this guide:
https://www.3cx.com/docs/crm-integration/

 

[erwincom4]

Hello,

So in step 7 I should be able to force a new ticket to be openend when someone calls? I did see add new contact or open contact if exist options, but I only need open new ticket on existing contact.

Will try it, thanks!

 

[edossantos]

Please note that Call Journaling happens when the call ends. So the ticket will not be created as soon as someone calls, it will be created when the call ends.

 

[erwincom4]

Please note that Call Journaling happens when the call ends. So the ticket will not be created as soon as someone calls, it will be created when the call ends.

Thanks for the answer. We will try this, but most lilky won't work at our end. When someone calls we want to write down all information and not on call ends.

 

[edossantos]

Please feel free to suggest the implementation of this as a new feature through the 3CX Ideas site.

 

[erwincom4]

I cannot place a idea there.

YOU HAVE INSUFFICIENT PRIVILEGES TO POST THREADS HERE.

I will look for a other solution for my problem/idea.

 

[computer123]

I am an autotask user and agree with this. We need to be able to create ticket ON the call.