Freshdesk Integration

[eds.pare]

I understand that 3CX can be integrated with Freshdesk, We simply want to if they call this extension/number it will create a ticket,

We are currently using the service, but it seems it only works for external calls.

Is it possible to a log a ticket for a from internal extensions?

Thank you.

 

[Evolute IT]

I understand that 3CX can be integrated with Freshdesk, We simply want to if they call this extension/number it will create a ticket,

We are currently using the service, but it seems it only works for external calls.

Is it possible to a log a ticket for a from internal extensions?

Thank you.

No you cannot use the integration for internal calls. Only external... you can always try a loopback trunk tho.

Why would 1 ext create tickets and not others? And why internally?

 

[eds.pare]

No you cannot use the integration for internal calls. Only external... you can always try a loopback trunk tho.

Why would 1 ext create tickets and not others? And why internally?

Mainly it will used for helpdesk. so ill call this extension it will go to the helpdesk rather than using extenal number or a DID

 

[eds.pare]

No you cannot use the integration for internal calls. Only external... you can always try a loopback trunk tho.

Why would 1 ext create tickets and not others? And why internally?

also cause most of our extensions are intercom that calls to our call center. so all calls are mainly internal. if we can generate a ticket for call. it will be great

 

[edossantos]

As Frederick has explained, the CRM module only works with external calls. Another option would be creating a CFD app that invokes the Freshdesk REST API to create a ticket.

 

[eds.pare]

w

As Frederick has explained, the CRM module only works with external calls. Another option would be creating a CFD app that invokes the Freshdesk REST API to create a ticket.

is there a documentation on this one?

 

[Evolute IT]

w

is there a documentation on this one?

It would be in Freshdesk' API documentation. Not 3CX.

For the CFD, in this case you would use the Web Service component.

 

[eds.pare]

It would be in Freshdesk' API documentation. Not 3CX.

For the CFD, in this case you would use the Web Service component.

Okay for the Freshdesk i think i already saw it.

But is it possible. the the 3cx only creates when certain numbers are called. but not the all users that received external calls?

Like when customer1 called 88889999 number inside 3cx. it will create a ticket. but not when calling 77778888

I am checking the 3CX CFD and i still don't understand much of it.

 

[edossantos]

Okay for the Freshdesk i think i already saw it.

But is it possible. the the 3cx only creates when certain numbers are called. but not the all users that received external calls?

Like when customer1 called 88889999 number inside 3cx. it will create a ticket. but not when calling 77778888

I am checking the 3CX CFD and i still don't understand much of it.

The CRM integration is enabled system wide. Any call from or to an external number will create a ticket, if you have this option enabled.

As for the CFD, you should get started first, please check the examples and video tutorials before you start creating your first app:
https://www.3cx.com/docs/manual/call-flow-designer-manual/
https://github.com/3cx/cfd-demos/tree/master/tutorials

 

[eds.pare]

but the CFD can bypass the CRM integration right?..
Like the CFD first then the crm rest api

 

[edossantos]

but the CFD can bypass the CRM integration right?..
Like the CFD first then the crm rest api

You should not have the CRM integration enabled in this case. Otherwise you will get 2 tickets.

You send the call to the CFD app, which creates the ticket, and then sends the call to the extension you want.

 

[eds.pare]

but we can also includes the contact lookup right?

Then the ticket will still see the number of the caller. based on the content we put into the CFD?

 

[Evolute IT]

but we can also includes the contact lookup right?

Then the ticket will still see the number of the caller. based on the content we put into the CFD?View attachment 24779

No, the "Number" variable is not the same and won't be there. That's for CRM Integration.

You'll want "session.ani"

 

[edossantos]

Also, invoke the web service first, and then transfer the call. The call is disconnected after transfer, so if you do it the other way around, the web service component will not be invoked.

 

[eds.pare]

No, the "Number" variable is not the same and won't be there. That's for CRM Integration.

You'll want "session.ani"

where did you get that session.ani

 

[eds.pare]

I don't know what to put into the content tab

 

[edossantos]

I don't know what to put into the content tab

You need to use the CONCATENATE function to build the JSON required by the API. You can concatenate static text, and variables like session.ani, which contains the caller's number.

 

[eds.pare]

It should be like this right?

 

[edossantos]

It should be like this right?

Something like that. You probably don't want to send the static text "callflow$", and the requester_id is probably not the callId, but apart from that it should be fine. For more details, you need to check what the API requires, but the general idea of using the CONCATENATE function is correct.

 

[eds.pare]

i always get this one though.

'WebServiceRest1' - End executing component with ResponseStatusCode='400' - ResponseContent: {"code":"invalid_json","message":"Request body has invalid json format"}

CONCATENATE("{\"requestor_id\": ",session.callid,"\",","\"phone\":",session.ani,"\",","\"Subject\": \"New Ticket\",","\"type\": \"Incident\",","\"status\": 2","\"priority\": 2,}")

2021/09/30 00:02:14.048|729|0009|Trc|CallPair._9991_24.Main.116694.[C:20467.2]-From script: _3cx - CallID 0000017C324AC526_20467 - CallFlow.CFD.WebInteractionComponent 'WebServiceRest1' - Start executing component with uri='https://newaccount1631587754705.freshdesk.com/api/v2/tickets' - httpMethod='POST' - contentType='application/json' - content='{"requestor_id": 0000017C324AC526_20467","phone":83354082","Subject": "New Ticket","type": "Incident","status": 2,"priority": 2,}'
2021/09/30 00:02:15.202|729|0006|Trc|CallPair._9991_24.Main.116694.[C:20467.2]-From script: _3cx - CallID 0000017C324AC526_20467 - CallFlow.CFD.WebInteractionComponent 'WebServiceRest1' - End executing component with ResponseStatusCode='400' - ResponseContent: {"code":"invalid_json","message":"Request body has invalid json format"}