Freshdesk Call Journal not working

[c2fel]

Hi

I have recently set up the CRM integration with Freshdesk. Contact sync works fine, but Call Journaling does not. I checked the log files "3cxSystemService.log", there are only two times there "companyName.freshdesk.com/api/v2/contacts?mobile=123" is mentioned

Anything with "companyName.freshdesk.com/api/v2/ticket" is never shown in the log. Please advise what I need to do.

Regards,
Christoph

 

[Evolute IT]

Put the system in Verbose (Dashboard > Activity Log > Settings) then do a test call.

After that, check that same log file (3CXSystemService.log) and search for "CRM". It should show if there are any errors.

 

[c2fel]

I just checked and found the following

2021/09/12 14:31:43.300|23849|0037|Trac|CHR: Saving Pbx call 0000017BD9FCC4A1_3546 2021/09/12 14:31:43.300|23849|0037|Trac|CHR: Executing SQL: INSERT into myphone_callhistory_v14 (idmpch14,call_id,calltype,dnowner,party_dn,party_dntype,party_name,party_callerid,start_time,established_time,end_time,end_status,end_status_hint) VALUES (DEFAULT,7865,2,'3684','10000',128,'New 3CX Contact 0793283170:FA DE BRN','0793283170','2021-09-12 12:30:26','2021-09-12 12:30:26','2021-09-12 12:31:43',0,0) RETURNING idmpch14 2021/09/12 14:31:43.304|23849|0037|Info|CRM: about to report 1 calls at maxConcurrency 1 2021/09/12 14:31:43.452|23849|0037|Erro|Exception during call reporting: System.Exception: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason=Bad Request - Content={"description":"Validation failed","errors":[{"field":"group_id","message":"It should be a/an Positive Integer","code":"missing_field"},{"field":"type","message":"It should be one of these values: 'Sonstiges,Frage,Buchung,Problem,Stornierung,Rechnung,Bestellbestätigung,Feature Request,Bug,Anruf'","code":"invalid_value"}]} at CrmIntegration.ScenarioProcessorBase.ProcessRequest(ScenarioRequest request, IValueManager customManager, HttpClient client, CancellationToken token) at CrmIntegration.ScenarioProcessorBase.ProcessScenario(ProtocolScenario scenario, IValueManager customManager, CancellationToken token) at CrmIntegration.ScenarioProcessorBase.Execute(ProtocolScenario scenario, CancellationToken token) at CrmIntegration.CrmProcessor.ExecuteScenarioByName(String scenarioName, IEnumerable`1 parameters, Boolean useNoAuthProvider, CancellationToken token) at CrmIntegration.CrmProcessor.ReportCall(CallEndedEvent call, CancellationToken token) 2021/09/12 14:32:28.140|23849|0038|Info|DelayedTask 'Check HD capacity' starting job

 

[Evolute IT]

Here: "Content={"description":"Validation failed","errors":[{"field":"group_id","message":"It should be a/an Positive Integer","code":"missing_field"},{"field":"type","message":"It should be one of these values: 'Sonstiges,Frage,Buchung,Problem,Stornierung,Rechnung,Bestellbestätigung,Feature Request,Bug,Anruf'","code":"invalid_value"}]}"

It seems you have a field in the Call object that requires a value, so the default integration is not working correctly.

Did you modify the Call object? Or whatever it is Freshdesk uses.

 

[c2fel]

We use a fairly standard setup over at freshdesk. I contacted freshdesk support, hopefully they can point me in the right direction with this error message.

 

[edossantos]

We use a fairly standard setup over at freshdesk. I contacted freshdesk support, hopefully they can point me in the right direction with this error message.

The error message is telling you the following:
1) group_id: It should be a/an Positive Integer - missing_field
This means that the template is not providing the group_id, and your installation requires it. This is a customization of your Freshdesk installation, which requires this field (in the standard this is not mandatory).

2) type: It should be one of these values: 'Sonstiges,Frage,Buchung,Problem,Stornierung,Rechnung,Bestellbestätigung,Feature Request,Bug,Anruf' - invalid_value
This means that you're providing a wrong value for the Ticket Type. This is something that you can configure in the 3CX settings, but you're probably leaving the default value, or setting a value that is not in the list of valid values (Sonstiges,Frage,Buchung,Problem,Stornierung,Rechnung,Bestellbestätigung,Feature Request,Bug,Anruf):



For the first point you have 2 options:
1) Edit the template to provide the group_id.
2) Edit your Freshdesk configuration to allow ticket creation without specifying the group_id (setting the field as optional).

For the second point, you should update your settings on the 3CX side.

 

[c2fel]

Okay, I got it working.
1. I changed set a default value as group_id
2. I am now using "Question" as ticket type.

Unfortunately, I only 3 out of 4 call types are registered in Freshdesk.

I get valid tickets for:
- Unanswered outgoing
- Answered outgoing
- Answered incoming

Missed incoming calls currently do not create a ticket in Freshdesk. I want to point out that we also use the feature that missed incoming calls trigger a email notification to the queue manager, but I do not think that this setting affects my problem in any way. I tried it both with activitated/deactivitated queue manager notification.

Please have a look at the attached logs

 

[edossantos]

Missed incoming calls currently do not create a ticket in Freshdesk. I want to point out that we also use the feature that missed incoming calls trigger a email notification to the queue manager, but I do not think that this setting affects my problem in any way. I tried it both with activitated/deactivitated queue manager notification.

Missed queue calls will not be reported. This is by design. Due to how the CRM integration works, if we notify these calls, we would be sending a missed call for each agent's extension. In order to avoid this, we're not notifying missed queue calls. We're aware of this being an important problem, and we're analyzing alternatives to improve this in a future update of 3CX.

 

[c2fel]

Yes, this would be really great.

Currently we use "Hunt by three prioritized". If I switch to "Prioritized Hunt", does it work? (As only 1 agent is notified at a given time? eg. 20 seconds?)

 

[edossantos]

If only 1 agent's extension rings, then the call will be notified, otherwise it will not.