Freshdesk attaching record calls when creating tickets

[jtan]

Hi I am having difficulties on how to do this. I have seen third party apps that lets you attach the recorded conversations to the ticket upon ended calls. I was hoping someone can direct me to the right direction on how to implement this in Freshdesk. I saw one for Zendesk but what about Freshdesk? Please help thank you.

 

[edossantos]

This functionality is not available at the moment.

 

[jtan]

But I have seen 3rd party softwares that are able to do this. How do you modify the crm template to make one?

 

[Evolute IT]

But I have seen 3rd party softwares that are able to do this. How do you modify the crm template to make one?

No you can't. You need a 3rd-party software as you said.

 

[jtan]

Then explain how to access this feature to customize the template to do this.

 

[Evolute IT]

Then explain how to access this feature to customize the template to do this.

As explained above by me and @edossantos, modifying the template won't get you anywhere. You need to build a custom integration using the recordings files and either the CDR or a middleware between the CRM Integration and Freshsales. We have done this in the past and it's pretty complicated as there's no direct relation between calls and the recordings.

 

[Evolute IT]

@Frederick Marcoux, have you heard anything more about 3CX releasing an official REST API? I'd love to be able to do just what you described (connect a recording to a call).

The REST API is coming, but there's no ETA and no roadmap on that. We also have no idea what it will include in the first release. Building an API is not an easy job.

We did some integrations where we were able to match a call to a recording and do whatever we want with it, but it's tricky.