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This guide will lead you through the process of Freshdesk integration usage, starting from a an installation, and ending with practical examples for call receiving. Requirements:
Created: July 2019 Updated: October 2019 Permalink: https://confluence.wildix.com/x/MADmAg |
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While we are working on listing to Freshdesk Marketplace the Integration can not receive updates from the air. Please check for the updates manually |
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Setup the Integration
Setup the Custom App
- Go to Admin tab
in your Freshdesk dashboard - Choose Apps
from Helpdesk Productivity category - Go to Custom Apps tab and press the New Custom App button
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You can use any text for now. Whenever you fill the information click on the Publish button. In case of success you can spot the notification:
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You can close the page now and return to your Freshdesk dashboard. Go back to the Custom App page and press the Get Custom Apps button.
In case off of app was published and time has passed, you should see your application in Custom App Gallery sidebar. Click on it and press the Install button
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Finish the installation process by copy your API key from the setting page and past it to the sidebar of the installer.
Application Usage
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The Integration placed in a two places:
- The down - left button that shows pop-up
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Making a Call Using Click-to-Dial
You can not call to contacts without a phone number. The application recognize recognizes both Work phone and Mobile phone fields from the Freshdesk.
- Locate the number that you want to dial in a Сontact or Ticket pages.
- Click the
call button or the number. The number is automatically dialed in the softphone (Collaboration application).- A number that has already been clicked cannot be clicked again for five seconds.
- The button does not appear next to fax numbers.
- Pop-up now shows contact info: name and phone number. And you'll receive a notification about an outgoing call in the top-right corner.
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You can tell that you have an incoming call if you see a flashing red button near your tab name on the browser. It also play plays the ringtone. You should also receive a notification in the top-right corner
Details about the call, if any, are displayed just above the Answer button, and typically include the phone number of the caller and the number that the caller dialed to reach you. When the caller's phone number can be matched with a number in an existing Freshdesk record, that record is also displayed in a new tab.
To answer an incoming call, just press the green button in the pop-up.
