Freshdesk CRM Integration
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3CX provides out of the box integration with Freshdesk. This plugin opens the contact record in Freshdesk, creates a new contact if the inbound caller is not found, and creates a new ticket bound to the contact when the call ends so the agent can take notes. Launching outbound calls from the Freshdesk interface is also available by adding a customization.
- 3CX v15 PRO edition
- The 3CX client for Windows installed and running
- FreshDesk account
Deploying the Freshdesk Integration
In order to deploy the Freshdesk integration to your users, please follow these steps:
- From the 3CX Management Console you need to download the plugin from the 3CX update server to your 3CX server. Go to "Settings" > "CRM Integration" Page . From the "Available CRM Integrations" panel select Freshdesk and press Download.
- To assign the Freshdesk plugin to an Extension, go to the “Extensions” page from the management console. Select the extension and click Edit, then navigate to the Integration tab. Enable Integration and select the Freshdesk.zip from the list.
- Repeat the previous step for each extension you need to be set with Freshdesk integration.
After completing these steps, and once the 3CX client is provisioned, the integration package will be received from the 3CX server and will be ready for use by the extension.
Configuring the Freshdesk Plugin
In order to open the configuration dialog, press the Settings button in the 3CX client for Windows.
Select “Advanced Settings” and then click “Integration”. The configuration dialog will be shown.
Click on “General” to open the general settings page. Here you can configure when you want to open the contact record in Freshdesk (on ring, on answer, or don’t open it), and if you only want to open the contact record if the Caller ID length is larger than a number of digits (so it’s not launched when another extension is calling you).
If you also want to automatically create a ticket to enter notes, you must check the “Enable Journaling” option. When this option is set, the plugin will create a new ticket in Freshdesk, already bound to the contact matched, when the call ends. If you want to create a new contact when the Caller ID is not found, just check the option.
In the Behavior section you can also change the maximum digit length to compare. When an inbound call arrives at your extension, the caller ID may have different formats depending on your PSTN or VoIP Provider. It could have an international format (including the country code), national format (including the region or city code), or local format (including only the local number).
Also, you may have added your contact’s phone numbers in your Freshdesk account with prefixes that are not present in the caller ID, such as mobile phone prefixes. In this case, to match the caller ID with the contact’s phone number, you need to specify the maximum digit length to compare parameter. Usually this parameter should be the length of your local phone number.
The Freshdesk plugin will compare the final number digits of the Caller ID with the final number digits that appear in your contact’s phone number. If you configure this parameter to compare a high number of digits, there's a greater chance that the Caller ID will match up with the contact, but it's possible that the Caller ID will not always match up with some contacts. If you configure the maximum digit length to compare to a lower number of digits, you get less accuracy when matching the Caller ID with your contacts.
Now, you need to fill in the Authentication section with your Freshdesk domain and API key.
If the URL you are using contains your own FQDN then instead of filling the domain just paste your URL for the field “URL”. Otherwise if the URL ends with freshdesk.com then just paste your Domain on the field “Domain”.
The Domain should be set to the URL that you use as your entry point to Freshdesk, as shown in the screenshot above.
To get your API key you need to login to your FreshDesk account, click on your profile icon and select “Profile Settings”. Your API Key will be shown there.
Finally, when opening a contact record or ticket, you can specify if you want it to be opened in your default browser or configure the plugin to open them using a different browser.
After you finish configuring the Freshdesk plugin, you need to restart the 3CX Client.
When an inbound call arrives at your extension and a contact is matched, the contact record will be automatically shown in your selected browser.
When the call ends and the option “Enable Journaling” is checked, the plugin will open a new ticket, already bound to the contact matched, where you can enter notes about the call that just finished.
If a contact is not matched and the option “Create new contacts if not found” is checked, a new contact will be created and shown so can you update its details.
Launching Calls from Freshdesk
You can launch outbound calls directly from Freshdesk by adding a customization.
Login to your Freshdesk account and go on the “Admin” tab. Under the “Helpdesk Productivity” section click on “Apps”. Then from the “Custom Apps” tab press the “New Custom app” button. Enter the following information:
Name: Call with 3CX
Description: Call customers with 3CX
el = jQuery(".contact-sidebar-content");
var html = "<span style=\"color:#333333\"><b>Call via 3CX</b><br/>Mobile: <a href=\"tcxcallto:"+requester.user.mobile +"\">"+requester.user.mobile +"</a><br/><br/>Phone: <a href=\"tcxcallto:"+requester.user.phone +"\">"+requester.user.phone +"</a></span><br/><br/>";
Select ONLY the “Contact detail page” checkbox and press “Create and Enable”. Now when you open a contact page you will see on the right side of the page the links to call via 3CX.