Trying to follow the Freshdesk CRM integration

[greychain]

I've just started using this integration and noticed that for every segment of the call it raises a new
ticket for every segment of the call. I've looked in to the XML and am trying to work out how many call segments can it handle? Is there a limit?

 

[edossantos]

That's correct, every time you transfer the call to another extension in 3CX, a new call log is sent to the CRM. So if 2 agents were speaking to the customer, you will get 2 tickets in Freshdesk. I understand that this is not the best approach for a ticketing system, but that's how the CRM engine works for all the CRMs.

 

[Evolute IT]

That's correct, every time you transfer the call to another extension in 3CX, a new call log is sent to the CRM. So if 2 agents were speaking to the customer, you will get 2 tickets in Freshdesk. I understand that this is not the best approach for a ticketing system, but that's how the CRM engine works for all the CRMs.

I never even noticed that lol