FreshDesk Integration - Ticket Opening on Incoming Call

[Ludi]

Hi,

I'm currently running the 3CX pro license and use the 3CX API to integrate with FreshDesk.

The issue that I have is its opening a ticket on all incoming calls instead of only opening a ticket for the agent/user answering the call. Meaning, I have 20 agents in the call queue, and the same ticket opens up for all if them as soon as a call comes in.

Is there any method of only creating a ticket when a call is answered? I tried the web version and the 3CX app, same thing happens.

Kind regards

 

[Evolute IT]

You will need a custom URL opened with some scripts, or get a developer to build something custom. The built-in integration with ticketing systems is pretty annoying on that part.

 

[Ludi]

Thought there might be something more straightforward. Thanks for the feedback!