INtegrate 3cx with freshdesk

[JSimao]

Good morning dears,
Iam trying to integrate fresh desk with 3cx following this link: https://www.3cx.com/docs/freshdesk-crm-integration/

I feel that is missing the configuration on Freshdesk side. I set up 3CX as above but calls pop up on 3CX. I want to answer the calls on freshdesk.

Can someone help me how to set up this step by step?

Best regars

 

[TheodorosG_3CX]

As per guideline below the call will pop-up in 3CX Client. The integration is not on CRM side but on PBX side.

3CX provides easy and straightforward server-side integration with Freshdesk via the 3CX API for CRM, with these benefits:

• Contact Synchronization – inbound / outbound calls from / to external numbers trigger a CRM contact lookup to add to 3CX Contacts, so the contact name is automatically shown on your phone’s display when dealing with a call.
• Call Pop-ups – The customer record is automatically brought up in 3CX Web Client when you receive an inbound call.
• Call Journals – Calls are logged as tickets in Freshdesk.
• Chat Journals – Chats are logged as tickets in Freshdesk.
• Create a new contact automatically when a call is made or received from / to an unknown number.
• Click to Call – Launch calls straight from Freshdesk via 3CX, using the 3CX Click2Call Browser extensions for Google Chrome and Microsoft Edge.

This guide takes you through the steps required to set up your Freshdesk with 3CX.

 

[JSimao]

As per guideline below the call will pop-up in 3CX Client. The integration is not on CRM side but on PBX side.

3CX provides easy and straightforward server-side integration with Freshdesk via the 3CX API for CRM, with these benefits:

• Contact Synchronization – inbound / outbound calls from / to external numbers trigger a CRM contact lookup to add to 3CX Contacts, so the contact name is automatically shown on your phone’s display when dealing with a call.
• Call Pop-ups – The customer record is automatically brought up in 3CX Web Client when you receive an inbound call.
• Call Journals – Calls are logged as tickets in Freshdesk.
• Chat Journals – Chats are logged as tickets in Freshdesk.
• Create a new contact automatically when a call is made or received from / to an unknown number.
• Click to Call – Launch calls straight from Freshdesk via 3CX, using the 3CX Click2Call Browser extensions for Google Chrome and Microsoft Edge.

This guide takes you through the steps required to set up your Freshdesk with 3CX.

Hello Teodore,
I saw a video on YouTube that call is answered on Crm Fresh desk is there a plugin used?
Can someone help me please?

Best regards

 

[TheodorosG_3CX]

I'm afraid that this is not a 3CX Video. The 3CX Integration does not offer this functionality and any 3rd party integration is not supported from our side.

 

[JSimao]

Thanks Theodore, i may see i wrong Video. Iam using CRM outside 3cx.