Freshdesk

xCALLY Shuttle provides a seamless CTI integration with Freshdesk, helpdesk software solution.

Important configurations and hints

The integration between xCally Shuttle and Freshdesk uses the new Shuttle Push Technology in order to speed the ticket creation and agent pop-up.
In order to have it working properly you need:

1. choose the agent matching method:

by email address

The Freshdesk user's email address must correspond exactly to the Agent email address in Shuttle

by Agent Name (deprecated):

the Agent Full Name in the Freshdesk profile corresponds exactly to the Agent Name in the xCally Shuttle Agent profile, like shown in the images below for the Agent Emily Brown. 

xCALLY phone bars: if you use the xCALLY phone bars, you just need to create the Agents, being careful to fill in with the Name same as your Freshdesk AGENT Full Name. Do not touch the Caller-ID SIP created field (it will be automatically generated with the right value to make the integration working).

External IP phones: if you use external IP phones, or experimental WebRTC, you just need to create the Agents, being careful to fill in with the Name same as your Freshdesk AGENT Full Name.
Afterwards, just link the Agent to the SIP username related to your external IP phone.
The Caller-ID SIP field and the entire SIP related account, can be modified later on without any impact.

2. the Agent is correctly logged into the xCALLY Shuttle web interface and in the Freshdesk web interface;

3. the Agent has ENABLED the browser pop-ups, when he received the first call, as shown in the image below:

Create a new Integration

To create a new Integration click on the button New Integration. First of all select Freshdesk as Type and then fill the form with the other information:

You can choose a Name which represents the Integration and then fill the Username and Password fields, which require the same username and password of an Administrator Freshdesk Account. Then compile the URI field with your Freshdesk URL.

Create a Trigger

Now let’s focus on the Triggers Section: here you can set how the integration works by adding a new Trigger. To create it click on New Trigger and choose your integration strategy filling the form:

Through the Event field you can decide when the integration starts, so when the Freshdesk ticket page (dedicated to the actual call, which includes all the relevant fields of the caller) will be created:
- Ringing: when the phone is ringing, before the agent’s answer
- Up: when the agent picks up the call
- Hang up: when the agent hangs up the call
- Unmanaged call: when the caller has hang up before talking with an agent

You can also choose for which Queue the integration is valid. If you need to apply the Integration on more queues, you have to create one trigger for each queue.
Then you have to select the Freshdesk Integration and finally you can associate some Tags to the Freshdesk tickets created by the integration.

After the creation of the Trigger you can edit parameters or remove it.

The result

If you have configured correctly the Integration, you will have this Result on Freshdesk: every time a call incomes there will be displayed the associated ticket with the main information about the Caller, the Agent, the Call (like the Recording link, if the recording is enabled) and also the Custom Fields and Custom Variables, to show useful information to the Agents.

In particular, in the body of the ticket you will see the Call info, Agent info and Additional info (Custom Variables). On the right you will see the Custom Fields (i.e. Uniqueid) and the Tags.

If you notice some problems, please see the Troubleshooting section.

Custom fields

Custom ticket Fields are typically used to gather more information about the support issue or product or service in Freshdesk.
Each Freshdesk custom field is associated to one key.
Using Shuttle you can now create a MAPPING between the Freshdesk custom field key and the available field values.
In order to do it just enter in the Shuttle administration web interface -> Section Integrations and add your custom field mapping in the Custom Fields sub-section clicking on New Custom Field.

Fill the form with the requested information:

- Custom Field ID: insert here the Freshdesk Custom Field key

- Prefix: String prefix

- Available Fields

• From: Caller 
• Date: Enter Time Call 
• To: Called 
• Unique ID: Asterisk Unique ID Call 
• Id: Caller ID ZenFreshdesk 
• Recording Link: Link Recorded Call 

• Name: Caller Name 

• SIP: Shuttle SIP 
• Queue: Shuttle Queue 
• Agent: Shuttle Agent 
• Position: Queue’s Position 
• Count: Queue’s Count 
• Trunk: Shuttle Trunk 

- Suffix: String Suffix 

- Integration: Integration Name

Here the result in the Freshdesk: your agents will get the ticket pop-up with the custom fields auto-filled (in this example you can see the field called Uniqueid).

Custom Variables

In the Settings -> Integrations section there is a submenu where you can create Custom Variables to be used in the Cally Square section when designing the IVR structure.
In this way you can pass useful data to the integrated 3rd party applications, as Freshdesk.
Click on the New Custom Variable button and fill the form with the Name and the Alias. In order to use the variable, you have to select Active, as shown in the image below.

The image below shows an example of how you can use the Custom Variable in the IVR structure:

Here the result in the Freshdesk: you can find the customer Order number into the Additional Info of the ticket.

Freshdesk Outbound CTI Integration

The xCALLY - Freshdesk Integration can be also applied to an Outbound Route: a ticket is created and shown through a pop-up every time an Agent starts an outbound call.
First of all, you need to have an Integration already created (Settings -> Integrations menu).
Then you have to go to the Dial Plan -> Outbound section, click on edit on the route of interest, go under the General Settings and choose the Integration from the list.

In case you enable the Freshdesk integration for outbound call rules, please note one ticket will be presented to the agent, for each OUTBOUND CALL TENTATIVE, independently from the outbound call result (busy, congestion, answer etc...)!

Troubleshooting

The Integration doesn’t work? Check carefully the following steps:

• the username and password correspond to a valid Freshdesk Admin Integration Account

• the Freshdesk URI is correct

• The Agent is correctly associated to the Queue specified in the Trigger that you created (xCally Shuttle - Integration Settings)

• The Agent Name in the Freshdesk profile corresponds exactly to the Agent Name in the xCally Shuttle Agent profile. 

• The Agent is correctly logged in the xCALLY Shuttle interface and the Freshdesk interface. 

• You have enabled browser pop-ups