V3 Freshdesk Integration
What’s about
Freshdesk integration automatically opens a ticket for every call depending on the conditions (Queue, Call status or Outbound) set in the trigger. The ticket will be populated with information about the call and displayed for the agent in the Freshdesk environment.
Any interaction occurred through this integration can be searched by the Agent from the list by:
contact's phone number
user's email
Requirements
The following are list of things you have to do to make the integration work:
Create Freshdesk account
Create a configuration for the account
Create a trigger (Tools → Triggers), set the conditions you want to trigger the integration and add integrations action (for info see V3 Voice Triggers) by selecting Freshdesk integration, the Freshdesk account you have configured and the configuration you want to use.
Login agent in Freshdesk and Motion
Every time there is an outgoing/incoming call, the trigger conditions are checked and a Freshdesk ticket is created and assigned to the agent managing the call if the conditions are met.
When an agent manages a call, the agent will first be searched in Freshdesk by Email address and then assigned to the ticket only if the agent account is found.
Otherwise, the ticket will be assigned to the Freshdesk administrator account used in Motion-Freshdesk integration.
If all the configurations are properly configured, the Freshdesk ticket will be opened as shown below.
The Ticket Subject, Description, Fields and Tags can be managed and customized in the CreateaFreshdeskConfiguration section.
Important configuration Hints
To create and assign tickets to agents properly, you have to make sure:
Agent's Email in the Freshdesk profile is the same as Agent's Email in Motion
the Agent is logged in: XCALLY Motion Phonebar, XCALLY Motion web interface and Freshdesk web interface
the Agent ENABLE the browser pop-ups when he/she receives the first call
The Freshdesk Accounts Section
The Freshdesk Accounts Section is under the Integrations Menu:
Create a Freshdesk Account
To create a new Freshdesk Account click on
Enter the following details and click on Add Freshdesk Account
Name: name for the integration
Username: same as a Freshdesk Administrator Account
URI: your Freshdesk URL
API Key: your API Key string. See here how to find it in Freshdesk.
Motion or Proxy IP Address: written in <protocol>://<ipaddress>[:<port>] form. It is required to use the Recording URL in the Ticket Configuration. Example: https://X.Y.Z.W
Description (optional)
After the Account is created, you can view it in the list of accounts, edit the account parameters and remove the account. You can verify if the account credentials are correct by clicking on Test Freshdesk Account.
Edit a Freshdesk Account
Find the account from the accounts list and Click on Edit Freshdesk Account.
You will see two tabs: Account and Configurations. In the Accounts tab, you can modify the account parameters and in the Configurations tab, you can create, update or delete Freshdesk configurations.
Create a Freshdesk Configuration
A Freshdesk configuration is used to design the content of the Freshdesk ticket (Subject, Description, Fields and Tags ) created and displayed for the agent managing calls. You can create multiple configurations for a single Freshdesk Account and use them in different triggers. In this way, you can use different ticket layouts for outbound and inbound calls.
To create a new configuration, edit the Freshdesk account, go under the configurations tab and click on
Choose a Name, Channel and Type and click on Add Freshdesk Configuration.
The configuration will be created with default Subject and Description settings that you can simply use without any modification.
You can also edit the configuration and customize the Subject, Description, Fields and Tags of the Freshdesk Ticket according to your needs.
The default Subject and Description settings depends on the type of configuration. For example, the default subject configuration for Queue Type is [XCALLY Ticket] Queue calleridnum while for Outbound Type it's [XCALLY Ticket] Outbound Call destcalleridnum.
Configuration changes are automatically applied, without any service restart.
You can use Motion Standard Variables or Custom Variables in the configuration.
Subjects
By default, you will find the following three fields already configured
the String [XCALLY Ticket]
the Queue Variable
the Caller number Variable
You can add more than one field in the Subject and all fields will be join by the blank space.
Use button to add a new fields. New fields are added at the end of the field list.
You can insert 3 different type of fields:
String: static string e.g. [XCALLY Ticket]
Variable: Motion System Variable (e.g. queue or calleridnum)
Custom Variable: dynamic variable created under Tools > Variables