Freshdesk CRM integration | Guide

[KaterinaK_3CX]

Integrate your Freshdesk CRM system with 3CX in order to:

• Create a new contact automatically when a call is made or received from/to an unknown number
• Have the customer record brought up to you automatically when you receive an inbound call
• Launch calls straight from Freshdesk via 3CX, using the 3CX Click2Call Browser extensions

This guide takes you through the steps required to set up your Freshdesk CRM with 3CX.

Read the guide.

 

[OwenC]

Was there a change to how the Freshdesk Integration works in July 2023 for 3CX-hosted instances? I note the guide website shows that it was updated on the 19th July 2023, and our integration has recently stopped creating new contacts in Freshdesk for unrecognised numbers when we answer calls (we mainly use the Mobile app or PWA).

Also, the display in the PWA has changed, and we need to manually click "+ Create Contact" and then use a form to add the contact.

Is there some way we can reverse this change please, as it's affecting our workflow when we're not using the PWA?

Equally, is there a way we can subscribe to updates about changes to the integrations so we can plan ahead for things like this, please?

 

[Evolute IT]

Was there a change to how the Freshdesk Integration works in July 2023 for 3CX-hosted instances? I note the guide website shows that it was updated on the 19th July 2023, and our integration has recently stopped creating new contacts in Freshdesk for unrecognised numbers when we answer calls (we mainly use the Mobile app or PWA).

Also, the display in the PWA has changed, and we need to manually click "+ Create Contact" and then use a form to add the contact.

Is there some way we can reverse this change please, as it's affecting our workflow when we're not using the PWA?

Equally, is there a way we can subscribe to updates about changes to the integrations so we can plan ahead for things like this, please?

That's U8 changes. You now create the contact manually so that you can set the name correctly instead of "New 3CX Contact".

You can look at the blog to see new changes. They're usually explained with new release posts (see recent one about U8 RC.)

 

[OwenC]

Is there no way to turn the automatic creation back on?

That was really useful for us and it's a shame to have lost it on a minor update.

 

[edossantos]

Is there no way to turn the automatic creation back on?

That was really useful for us and it's a shame to have lost it on a minor update.

Unfortunately there is no way to change this behavior. Users will need to create the contact from the Web Client / Desktop App / PWA, specifying the name in the dialog.

 

[OwenC]

Unfortunately there is no way to change this behavior. Users will need to create the contact from the Web Client / Desktop App / PWA, specifying the name in the dialog.

Thanks for the confirmation, even if it is frustrating.

Is there any method of raising a feature request to bring the behaviour back on an "opt-in" basis?

 

[edossantos]

Is there any method of raising a feature request to bring the behaviour back on an "opt-in" basis?

You can use the Ideas section for this:
https://www.3cx.com/community/forums/server.73/

 

[edossantos]

Hello @OwenC,

FYI, we're working on an update for the mobile clients to let you create CRM contacts from those clients. Once this is released, you will be able to create contacts from there too.

 

[mc4admin]

After hours of testing, unfortunately it doesn't work with version 20... Can someone help me?
I don't see any errors in the logs either

 

[karhino]

I'm with mc4admin. I'm trying to get the integration to work with Version 20 of 3CX and I'm having no luck at all.

 

[TheodorosG_3CX]

@karhino For custom CRM integrations please check the guidelines below:
• https://www.3cx.com/docs/crm-integration/
• https://www.3cx.com/docs/crm-template-xml-description/

 

[edossantos_sipcaller]

Hello @karhino,

If you're using the standard integration with Freshdesk, just follow this guide:
https://www.3cx.com/docs/freshdesk-crm-integration/

If you're having issues, please describe it in detail. Also, it is recommended that you start a new thread for this.