Freshdesk integration help needed

[ceekfade]

Hello guys, I am very new at 3CX . I can tell you from now all of my experience, 3CX is best..
I really need help for some issues. I am ready to pay if someone can help me, or if 3cx support giving already a service, I will order it.
(I dont have idea about supports or custom templates (integrations.)

My Problems are

• When i receive call from Call Queues, if call is missed its not creating a new ticket (if in the queues multiple agents..)
• Can i uploaded or attach to freshdesk recorded call file in the ticket? is this possible?

Thank you very much.

 

[edossantos]

When i receive call from Call Queues, if call is missed its not creating a new ticket (if in the queues multiple agents..)

What version of 3CX are you running? The expected behaviour is the following when the call is sent to agents through a queue or ring group:

• If the missed call was ringing at a single extension, it is logged as missed.
• If the missed call was ringing at more than 1 extension (ring all strategy for example), it will not be logged, because we can't determine for which agent this should be logged.

Can i uploaded or attach to freshdesk recorded call file in the ticket? is this possible?

This is not possible at the moment, the recording link is not available to be sent to the CRM.

 

[ceekfade]

• If the missed call was ringing at a single extension, it is logged as missed.
• If the missed call was ringing at more than 1 extension (ring all strategy for example), it will not be logged, because we can't determine for which agent this should be logged.

Thanks for your answers.
All fine.