Freshdesk CRM Integration with 3cx Stopped Working

[Christian Davies]

Hi all,


I’m running 3CX Version 20 Update 7 on a hosted cloud server and have both call recording and transcription enabled, which are working perfectly fine on the 3CX side.


About five weeks ago, we integrated 3CX with Freshdesk for the customer on a trial from Freshdesk, and everything worked as expected — transcriptions and call recordings were being passed through, tickets were being created, and new contacts were automatically generated.


However, after the trial ended, the customer didn’t use it for a couple of weeks. Once they decided to go ahead with the full Freshdesk version, the integration stopped working completely.

• The 3CX test on the integration still shows as passed, and 3CX correctly finds the contact when testing.
• The click-to-dial Chrome extension is enabled and working.
• The Freshdesk integration is still enabled on the 3CX side.

Despite all this, no tickets are being created, no call data or recordings are being logged, and it appears there’s no communication between Freshdesk and 3CX anymore.


I’ve already contacted Freshdesk support, but they advised this application isn't built by Freshworks; the connection would be established using the API ticket would be created by the API being hit from 3CX to Freshdesk and I would need to contact 3cx support.

The only thing that has changed on the 3cx side is that is was working on Update 6 when originally setup. Now it is on Update 7.

Everything looks correct from my end within 3CX, so I’m a bit stuck.


If anyone has come across this issue or can offer any guidance, it would be much appreciated.


Thanks,
Christian

 

[AndreasPo_3CX]

Hi @Christian Davies

I sent you a PM

 

[edossantos_sipcaller]

You need to enable verbose logs, make a test call to reproduce the issue and check the 3cxSystemService.log to see if there are any errors related to call journaling.

 

[Evolute IT]

Check transcription settings.

If set to 3CX but the license isn't big enough for it, it will freeze the integration. I think it's a bug but we've seen this recently at a few customers who are using 4SC licenses and trying to use the 3CX AI.

Otherwise, as @edossantos_sipcaller said, check the logs. If you're unsure, we can help diagnose the problem.

 

[3CX_AUS]

This is also happening to us - any fix?

 

[AndreasPo_3CX]

Hello @3CX_AUS

The issue mentioned above had nothing to do with going from U6 to U7. It was just that they made changes in Freshdesk as well.
Try to set the PBX to verbose logging, make a call that should be reported and generate support info.
In 3cxSystemService.log check for any errors or exceptions.

 

[Christian Davies]

Hi @3CX_AUS

With help from Andreas, he disscovered that the customer had edited and customised the default Type in Freshdesk.
Found in Freshdesk: Admin >> Workflows >> Ticket fields >> Type , you can set what types of tickets are possible in Freshdesk.
3cx comes with a predefined list of types (Request,Question,Incident,Problem,Feature Request,AutoRequest,Phone)

Set back to default and now all working fine.

 

[3CX_AUS]

Found the issue - it was related to Priority being required to create tickets. Removed this requirement and good-to-go.

 

[3CX_AUS]

Speaking of Types - is there a way to set a custom Type in the 3CX CRM Integration, to match to custom type in Freshdesk?

 

[edossantos_sipcaller]

Speaking of Types - is there a way to set a custom Type in the 3CX CRM Integration, to match to custom type in Freshdesk?

You need to edit the template for that. If you open the XML you will see:
ListValues="Request,Question,Incident,Problem,Feature Request,AutoRequest,Phone"

That would need to be adjusted to add your custom type.