CRM Integration for one queue

[Al_McK]

Is ther any way to limit the CRM integration to just one queue?

I'd love to turn this on for our Client Support Agents and link to FreshDesk, but if I'm understanding this correctly, the integration would run on all inbound calls for all extensions throughout the company.
Most of those staff are not licenced on FreshDesk and those calls are irrelevant to the Client Support Team. Call Journaling would record hundreds of calls that have nothing to do with the team that use FreshDesk.

Am I misunderstanding something?

Is there a way to integrate with 2 systems e.g. FreshDesk for one team and another platform for a different Team?

The only way around this I can see is to run one 3CX instance for the Client Support Team and have everyone else on a different system and that seems mad and isn't going to happen.

How do other companies deal with this?

 

[edossantos]

Hello @Al_McK,

Is ther any way to limit the CRM integration to just one queue?

I'd love to turn this on for our Client Support Agents and link to FreshDesk, but if I'm understanding this correctly, the integration would run on all inbound calls for all extensions throughout the company.
Most of those staff are not licenced on FreshDesk and those calls are irrelevant to the Client Support Team. Call Journaling would record hundreds of calls that have nothing to do with the team that use FreshDesk.

Unfortunately this is not possible at the moment. The CRM integrations are enabled system-wide.

Is there a way to integrate with 2 systems e.g. FreshDesk for one team and another platform for a different Team?

Unfortunately this is not possible either, only 1 CRM integration can be configured at a time.

 

[Al_McK]

OK, thanks for your reply.

Al.