Freshdesk create ticket/contact only AFTER event "end of call"

[Ab Abych]

Integration works fine, but we want to our agent to start working with freshdesk as soon as he picks up the phone, not after he hangs up.
But now 3CX sends information about the call to the freshdesk only after the call ends. Can we change it?

 

[edossantos]

Hello @Ab Abych,

Unfortunately this is how it works, and can't be changed. Your agent would need to manually create the ticket while they're speaking on the phone, and then you should disable Call Journaling on the integration to avoid duplication.

 

[Evolute IT]

Or, you can have a custom integration built that will allow to workaround this using different methods, and give the users what they want.

It requires some development, but it can be much better (we do this for multiple customers on Zendesk and Zoho.)

 

[greychain]

As conceptsweb points out you would need to modify the existing CRM integration to trigger a record create after the call matching scenario.