FreshDesk custom integration

[Khorny]

Hi,
Does anyone have any expiriance with custom integrations with FreshDesk and 3CX.
Realy need help.

Regards

 

[Evolute IT]

Hi,
Does anyone have any expiriance with custom integrations with FreshDesk and 3CX.
Realy need help.

Regards

Depends on what you mean by "custom". What do you need?

 

[Khorny]

Hi Frederick,

By means of showing the ticket to agent based on the ticket number typed in by the caller and not based on the callers number.

The Idea is that when a caller calls the Voice promps would guide the caller to insert a Ticket Number (already opened in FreshDesk), so the call operators would instantly see which customer is calling and what is the case of the call.

So instead of integrating out of the box (which would open a ticket based on the caller ID) there should be a costumization.

I was thinking something like:
caller calls in
at the prompt input the number of already opened ticket
this info would be sent to FreshDesk
Agent picks up the call and the FreshDesk opens the coresponding ticket based on input.

That kind of costumization

 

[Evolute IT]

Hi Frederick,

By means of showing the ticket to agent based on the ticket number typed in by the caller and not based on the callers number.

The Idea is that when a caller calls the Voice promps would guide the caller to insert a Ticket Number (already opened in FreshDesk), so the call operators would instantly see which customer is calling and what is the case of the call.

So instead of integrating out of the box (which would open a ticket based on the caller ID) there should be a costumization.

I was thinking something like:
caller calls in
at the prompt input the number of already opened ticket
this info would be sent to FreshDesk
Agent picks up the call and the FreshDesk opens the coresponding ticket based on input.

That kind of costumization

Yes, it is possible, but you can't open the ticker directly. You have no access to CFD data once the call is transfered.

You just need a small CFD to make the user input and ticket validation. If a new one, you could create one, but you won't be able to open it directly.

 

[Khorny]

I don't fully understand.
Ok I understand that I must create the CFD for a user input, but I don't know how to send this input to a freshdesk, this is what is bothering me.
Do you have any expiriance with that?

 

[Evolute IT]

I don't fully understand.
Ok I understand that I must create the CFD for a user input, but I don't know how to send this input to a freshdesk, this is what is bothering me.
Do you have any expiriance with that?

The CFD can do HTTP Requests (GET, POST, etc.) so creating a ticket or validating a ticket number is easy. Opening that ticket precisely when the CRM pops up the contact, that cannot be done. We have no control over that unfortunately.

 

[Khorny]

Thank you Frederick,

Did you ever did this kind of integrations?

 

[Evolute IT]

Thank you Frederick,

Did you ever did this kind of integrations?

Yes, our company specializes in custom integrations of all kind.

 

[Khorny]

Great,
Can you give me an contact, so I can forward it to our customer who is eager to get this working, and I don't know the FreshDesk at all, but I am their 3cx system admin.
That way they could contact your company (or you) for this matter.

Thanks in advance

 

[Evolute IT]

Great,
Can you give me an contact, so I can forward it to our customer who is eager to get this working, and I don't know the FreshDesk at all, but I am their 3cx system admin.
That way they could contact your company (or you) for this matter.

Thanks in advance

You can DM me. I'll get you our sales email address.