Freshdesk Server Side Integration For Specific Extensions Only

[Periklis]

Hi,

I am running a linux instance of a PRO 3CX. I have enabled the freshdesk integration, and it seems that it is organization wide, meaning that any inbound calls to any extension of my business will trigger, and create a ticket within freshdesk.

I would like the ticket creation to occur only when a specific extension is dialed, the customer service one for example; instead of all. Is there a way of doing this on 3CX V15?

I have also checked the client side integrations, so i can enable this on a per extension basis; however, freshdesk is not an option. The only options available are DATEV, EBP, MicorosoftDynamicsCRM, and Outlook.

Any input will be appreciated.

Thanks in advance.

 

[edossantos]

Hello @Periklis,

You're correct, the server side integration is system wide, and can't be configured for a single extension.

Unfortunately the client side integration with Freshdesk has been deprecated and it's not available. Maybe you can get it from an older installation (Update 4 or previous), and then upload it to your system as a custom integration.

Kind regards.

 

[Periklis]

Thanks @edossantos ,

Can you please provide any links to download the freshdesk client zip file?

FYI, i was able to create a Dispatch'r rule under freshdesk, that deletes automatically any ticket that is created and contains a "call" tag, and it does not contain the extension number tag of the support department. This works great because tickets from any other extension, besides the support one, are not created. I am experiencing issues with the inbound calls though, all outbound calls create tickets in freshdesk; the inbounds don't, i am troubleshooting things.

I can see the previous not as a permanent solution, because it messes up the ticket sequence with all the deletions. Not to mention that on a PBX that has multiple trunks and numbers, for different purposes, regardless of the phone number, trunk etc., the integration triggers, and creates tickets under freshdesk.

It will be great if there was an option to be able to set up the integration in several different ways, maybe on SIP trunk level, DID level, or even on a group of extensions.

Thanks!

 

[edossantos]

Thanks for your feedback @Periklis. We will definitively improve our server side engine to support more features, and these are very requested...

 

[Periklis]

You are welcome @edossantos

The integration is now fully functional with the dispatch'r rule, the issue with the inbound calls was that the number that i was calling from, was associated with a test contact that i deleted under freshdesk; after re-instating the contact it works, inbound calls generate tickets.

I would also like to setup the client integration, can you please provide me the freshdesk zip file?

Thanks

 

[IntegraVoIP]

We also need the Freshdesk ZIP file.

Could anybody please provide this file for us?

 

[edossantos]

Hello @IntegraVoIP,

The client side integration with Freshdesk is deprecated, We strongly encourage you to use the server side approach, as we can't provide any support for the client side plugin.

Kind regards.