Freshdesk Intergration

[jprouty]

I have the fresh desk integration enabled and it is creating tickets
What I am having issues with is contact lookup it looks like the template only is looking at the business number in Fresk Desk and not mobile numbers.
So i am getting a ton of new contacts created.
How do I adjust the freskdesk template to Search of the number for both mobile and business?

 

[edossantos]

The template searches in both fields. Maybe these mobile numbers are stored using a different format, and then can't be matched. Please enable verbose logs in 3CX, then make a test call from a mobile number, and check the 3cxSystemService.log. There you will see what 3CX sends to Freshdesk, and the response received back. You can check if the number stored in Freshdesk has the same format being sent by 3CX when querying.

 

[jprouty]

I will check the logs thank you.

After enabling Integration I am getting Freskdesk ticket for all calls is there a way to only have it create tickets for a extention or Queue?

 

[edossantos]

After enabling Integration I am getting Freskdesk ticket for all calls is there a way to only have it create tickets for a extention or Queue?

Unfortunately this is not possible, the Call Journaling feature works for all calls.

 

[jprouty]

This creates a lot of unnecessary calls for the Freskdesk app.
THinking on how I can mark the inbound que or exten to auto close tickets

 

[jprouty]

A lot of my mobile numbers in Freskdesk have the +1 area code number vs 1 area code number

so it does not match the input number

 

[jprouty]

Unfortunately this is not possible, the Call Journaling feature works for all calls.

Thank you the integration should consider a feature request to make it per quie or select extensions I am getting flooded with tickets from my main number