V3 Freshdesk Integration

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Jul 30, 2024 by Product Knowledge
7 min read

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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.

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.

 

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:

  1. String: static string e.g. [XCALLY Ticket]

  2. Variable: Motion System Variable (e.g. queue or calleridnum)

  3. Custom Variable: dynamic variable created under Tools > Variables

Descriptions

You can add more than one field in the Description. All fields will be joined by new line.

Use button to add a new field. New fields will be added at the end of the field list.

 

You can insert two different type of fields:

  1. String: static string e.g. *** Call Info ***

  2. Key Value: name-value item in the form name: value

where the first field is a static string (e.g. Caller Number) and the second field could be filled with the following:

  • String: static string

  • Variable: System Variables like Caller Number

  • Custom Variable: dynamic variable created under  Tools > Variables

 

 

Fields

You can add more than one field.

In the drop-down list you can find the complete list of fields available in your Freshdesk account: Standard and Custom Ticket fields.

Choose the field from the list (Standard or Custom):

and define the Type:

  • String: static string (you must insert it)

  • Variable: a System Variable (choose it from the list: e.g. Queue, uniqueid, calleridnum, etc.)

  • Custom Variable: one of the dynamic variables (created under Tools > Variables)

  • Picklist: choose among the list of the integrated Application Fields. You can only select one of the predefined values available for that field (if any).

Tags

 

You can add multiple Tags.

You can select the tags that you configured in Tools > Tags

Create a Trigger 

It is mandatory to create a trigger to make the Freshdesk integration work. Go to Tools -> Triggers Section and click on New Trigger.

 

Enter the trigger Name, select Voice Channel and click on Add Trigger. 

Edit the trigger to define the trigger's Conditions and Actions.

 

 

Add Trigger Conditions

You can use properties like Queue, Call status or outbound to define the conditions you want to trigger the Freshdesk integration. The conditions show in the following figure means that the integration will be active for Calls in Sales Queue and when the call is answered. For more information on trigger conditions, take a look at Voice Trigger Conditions.

Add Trigger Action

To execute the Freshdesk integration when the conditions are met, click on Add Action and select Integrations and Freshdesk. You can then select one of the Freshdesk account you have created and the configuration you want to use.