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Setup the Integration as Freshdesk App

Setup the Freshdesk App

• Go to Admin tab Image Modified in your Freshdesk dashboard
• Choose Apps Image Modified from  Helpdesk Productivity category
• Press the  Get More Apps button
• In the sidebar search field, type: "Wildix CTI Calling App", and choose the integration
• Click on the Install button

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One last thing is to insert your API key. You can discover your key in your Profile Settings. Just press on your avatar in the top-right corner. In the sidebar on the right, you will find the API KeyImage Removed

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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.  

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The Integration placed in two places:

• The icon in down - left corner. It shows and hides the pop-up 

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• Sidebar in the Tickets and Contacts pages. This is a place where Click-to-call button located

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Make a Call

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You can not call contacts without a phone number. The application recognizes both Work phone and Mobile phone fields from the Freshdesk.

1. Locate the number that you want to dial in a Сontact or Ticket pages.
2. 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.
3. 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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Answer a Call

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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 plays the ringtone. You should also receive a notification in the top-right corner

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Details about the call, if any, are displayed just above the Answer button, and typically include:

• Caller Avatar placeholder
• Caller name
• Caller's phone number.
• About field from the CRM

To answer an incoming call, press the green button in the pop-up.Image Removed