📑 Table of Contents

1. What is the Integration Logic Between MyOperator and FreshDesk?
2. What Are the Initial Setup Steps for Integration?
3. How Does Agent Synchronization Work?
4. What Happens When Ticket Assignment Occurs?
5. What Are the Webhook Configuration Steps?
6. Webhook Payload Template
7. What Are the Common Troubleshooting Tips?
8. Frequently Asked Questions (FAQs)
9. Ticket Assignment Logic
10. Related articles

1. What is the Integration Logic Between MyOperator and FreshDesk?

The MyOperator + FreshDesk Integration allows seamless syncing of data, including call records and ticket assignments, between the two platforms. Here’s a brief overview of the integration logic:

• API Key and Domain Validation:
• The FreshDesk API key and domain are validated during the setup process. If the credentials are valid, the sync proceeds. If they are incorrect, an error warning is shown.
• Agent Synchronization:
• All agents in FreshDesk are fetched and synced to MyOperator for ticket assignment. Agents can also be manually synced using the Sync Users button.
• Ticket Creation:
• A new ticket is created in FreshDesk for every incoming or outgoing call.

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2. What Are the Initial Setup Steps for Integration?

To set up the FreshDesk Integration with MyOperator, follow these steps:

1. Login to MyOperator:
• Go to APIs and Webhooks in the MyOperator panel.
2. Connect FreshDesk:
• Click on the FreshDesk Connect button to begin integration setup.
3. Enter Your Details:
• Provide the required information, including:
• Company ID
• FreshDesk Domain
• API Key
• Filter Criteria (for ticket creation and assignment).
4. Validate Credentials:
• Click Submit to verify your FreshDesk API Key and domain. If the credentials are valid, the integration will proceed.

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3. How Does Agent Synchronization Work?

Agent synchronization ensures that your FreshDesk agents are properly mapped in MyOperator. Here’s how it works:

1. Automatic Sync:
• All agents from FreshDesk are fetched automatically into MyOperator during integration.
2. Manual Sync:
• If necessary, you can click the Sync Users button to manually sync agents between MyOperator and FreshDesk.

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4. What Happens When Ticket Assignment Occurs?

Ticket assignment happens based on the agent availability and email matching:

• Agent Exists in FreshDesk:
• If the agent exists in FreshDesk, the ticket is automatically assigned to them.
• Agent Does Not Exist:
• If the agent does not exist, the ticket remains unassigned.

Each incoming or outgoing call will trigger the creation of a new ticket in FreshDesk.

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5. What Are the Webhook Configuration Steps?

To configure the AfterCall Webhook in MyOperator:

1. Go to API Settings:
• In MyOperator, navigate to APIs and Webhooks > Add New Webhook.
2. Select Webhook Type:
• Choose AfterCall Webhook and set the Method to POST and Content-Type to JSON.
3. Enter Webhook URL:
• Use the provided webhook URL to send ticket data from MyOperator to FreshDesk.

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🧾 Webhook Payload Template

{  "subject": "{Event} {Status} call from {caller}",  "status": "Open",  "priority": "Medium",  "description": "Caller: {Caller Number}\nAgent: {Agent Name}\nDepartment: {Department Name}\nStatus: {Call Status}\nEvent: {Call Event}\nDuration: {Duration}\nUID: {Call UID}\nRecording: {Recording Link}\nStart Time: {Start Time}"}

6. What Are the Common Troubleshooting Tips?

Here are some common troubleshooting tips for integration issues:

• Invalid API Key or Domain:
• Double-check the FreshDesk API Key and domain to ensure they are correct and up to date.
• Webhook Not Triggering:
• Ensure the AfterCall Webhook is active in MyOperator and that the payload format matches the required JSON.
• Agent Not Assigned:
• Ensure that the agent’s email in MyOperator exactly matches the one in FreshDesk for proper ticket assignment.

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7. Frequently Asked Questions (FAQs)

Q1. Can I customize the ticket fields created in FreshDesk?

• Yes, you can customize ticket fields in FreshDesk. Use FreshDesk's customization features to add custom fields as needed.

Q2. What happens if an agent’s email doesn’t match between MyOperator and FreshDesk?

• If there’s an email mismatch, the ticket will not be assigned to the agent, and the ticket will remain unassigned.

Q3. How do I check if the webhook is properly set up?

• Ensure the AfterCall Webhook is correctly set up in MyOperator. You can verify this by checking the Webhook Settings and making sure the POST method and JSON content type are configured correctly.

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👥 Ticket Assignment Logic

• If Agent exists in Freshdesk: Ticket is assigned to that agent.
• If Agent does not exist: Ticket remains unassigned.
• A ticket is created for each Incoming or Outgoing call.

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🔗 Related articles

• How to Generate Freshdesk API Key
• MyOperator Webhook Setup Guide
• Syncing Users Between CRMs

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📌 Keywords:

FreshDesk, MyOperator, ticket assignment, integration, webhook, API key, agent sync, email matching, troubleshooting.