Freshdesk ticket creation

[oneroit]

Good day
i have setup a 3cx pro license for a call center that is running Freshdesk CRM solution. the integration is working but what i see is that when the call is answered by the agent the ticket is only logged after the call, it kinda defeats the purpose i think as they would like to add notes whilst on the call.
Has anyone also experienced this problem and is there any work around.

Thanks

 

[greychain]

I have done some work with Freshdesk, it creates the ticket at the beginning but only updates the call details after the call. You can possibly use a custom CRM integration or a CFD to extract the ticket details based on MSISDN and extension number to search Freshdesk and then use a custom URL to open the ticket in the browser.

 

[oneroit]

Hi Thank you for input unfortunately, i am not to clued up on the advanced aspects that you are advising me to do.
i have been in the game only for a year now and this is the first CRM integration we have done including from Freshdesks side in South Africa.
if you have any pointers with regards to this it would be greatly appreciated.

 

[edossantos]

All the standard integrations we provide log the calls at the end, as that's when we have all the details (if it was answered or not, the duration, etc.). What @greychain is mentioning is a custom template (a modification of the standard template we provide). You can do this using the CRM Tool we provide, however you will need development knowledge to do this (understanding of the REST API provided by Freshdesk).

 

[oneroit]

Hi Guys customer is running freshdesk, and all seems good just one thing i am not getting right.
a call comes in then the freshdesk page opens and asks the agent to login yet the agent is already logged in. this done with each call that received.
anyone have any ideas on why it dose not just open the Freshdesk already running.

thanks for advise

 

[edossantos]

Probably contact in 3CX Contacts is using a different Freshdesk account.... Maybe you were doing tests with a different account? Try deleting CRM contacts from the 3CX Console > Advanced > Contacts > Bulk Delete.

 

[oneroit]

Hi There, thank you for the help i have made that change now waiting for feedback and to see if contacts are created when calls are received.
will give feedback when tests has been concluded.

 

[oneroit]

Probably contact in 3CX Contacts is using a different Freshdesk account.... Maybe you were doing tests with a different account? Try deleting CRM contacts from the 3CX Console > Advanced > Contacts > Bulk Delete.

Hi Emesto, with regards to freshdesk and 3cx. is the following process of events correct.
a call comes in and an Agent answers Freshdesk should open on the agents PC where they can (write Note) and a contact logged to 3cx contacts and once call is completed the call is logged as a ticket.

 

[edossantos]

Hi Emesto, with regards to freshdesk and 3cx. is the following process of events correct.
a call comes in and an Agent answers Freshdesk should open on the agents PC where they can (write Note) and a contact logged to 3cx contacts and once call is completed the call is logged as a ticket.

Yes, that's the expected behavior.