Integrate to Freshdesk

[Nguyen Tien Quan]

Hi all,

We follow the guide to integrate:

https://www.3cx.com/docs/freshdesk-crm-integration/


On Freshdesk we created 2 contacts for test.

We configured to integrate our 3cx telephone system to Freshdesk system and can test successfully from our 3cx server


However, when we call from test contact's telephone, there is not any ticket create

May somebody help?

Thank you,

 

[edossantos]

In order to troubleshoot this, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call, and check the 3cxSystemService.log, which contains all the interactions between 3CX and Freshdesk.

Please also note that tickets are created when the call ends.

 

[Nguyen Tien Quan]

Hi Edossantos,

Thank you for your guide. I enabled verbose log, and can see our call activities, however don't found Freshdesk in log. Is there any keyword to search?

 

[edossantos]

Are you checking the 3cxSystemService.log file? You can get it from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.

You can search for the API endpoint, which is https://[Domain].freshdesk.com/api/v2/ replacing [Domain] with the value you configured in 3CX.

 

[Nguyen Tien Quan]

Hi Edossantos,

I found the log on 3cxSystemService log. And see post log:

2021/02/27 16:58:52.626|7436|0027|Verb|Performing POST request to 'https://xxx.freshdesk.com/api/v2/tickets' with message '{"requester_id":65005962623,"phone":"NNNNNNN","subject":"New Ticket","type":"Question","status":2,"priority":1,"description":"2/27/2021 4:58 PM: Missed call from NNNNNNN Congty xxxx to 108","source":3,"tags":["Missed","Call","108"]}'.

But after that there is error:
2021/02/27 16:58:53.010|7436|0068|Erro|Exception during call reporting: System.Exception: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason=Bad Request - Content={"description":"Validation failed","errors":[{"field":"type","message":"It should be one of these values: 'Motor Claim / Healthcare Claim '","code":"invalid_value"}]}

Then there is not ticket created. May I know:
1. Can 3CX send the kind of value?
2. by defaul what value that 3CX send to Freshdesk in "field":"type","message"?

Do you have a guide to setup on freshdesk by defaul?
thank you

 

[edossantos]

Hi Edossantos,

I found the log on 3cxSystemService log. And see post log:

2021/02/27 16:58:52.626|7436|0027|Verb|Performing POST request to 'https://xxx.freshdesk.com/api/v2/tickets' with message '{"requester_id":65005962623,"phone":"NNNNNNN","subject":"New Ticket","type":"Question","status":2,"priority":1,"description":"2/27/2021 4:58 PM: Missed call from NNNNNNN Congty xxxx to 108","source":3,"tags":["Missed","Call","108"]}'.

But after that there is error:
2021/02/27 16:58:53.010|7436|0068|Erro|Exception during call reporting: System.Exception: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason=Bad Request - Content={"description":"Validation failed","errors":[{"field":"type","message":"It should be one of these values: 'Motor Claim / Healthcare Claim '","code":"invalid_value"}]}

Then there is not ticket created. May I know:
1. Can 3CX send the kind of value?
2. by defaul what value that 3CX send to Freshdesk in "field":"type","message"?

Do you have a guide to setup on freshdesk by defaul?
thank you

You can specify the value to send as ticket type in the 3CX Console > Settings > CRM Integration. The default value is "Question", but you can change it to whatever you need:

 

[Nguyen Tien Quan]

Hi Ernesto,

I tried successfully.

Thank you,