Enable call journaling only for extension X

[svenv]

Hi,

We have call journaling enabled with Freshdesk but now a ticket is opened for all extensions and groups, whether sales or customer care. We only want a ticket to be registered when it's answered by the customer care extension. Is this possible?

Regards,
Sven

 

[Evolute IT]

You can edit the CRM template (make your own) and edit the SkipIf for ReportCall. If you have many extensions, it's a bit tricky.