How to Troubleshoot Freshdesk Integration Issues

How to Troubleshoot Freshdesk Integration Issues

Frequently Asked Questions (FAQ)

đź“‘ Table of Contents

  1. How Do I Ensure My Freshdesk Integration is Set Up Correctly?
  2. What Should I Do If My Credentials Are Incorrect?
  3. How Do I Verify the Webhook Setup?
  4. How Do I Ensure My Agents Are Synced Between MyOperator and Freshdesk?
  5. What Happens if the Agent’s Email Addresses Don’t Match?
  6. How Can I Resolve Ticket Assignment Issues?
  7. What is the Recommended Dial Method for Integration?
  8. How Do I Check Network Connectivity Issues?
  9. When Should I Contact MyOperator Support?

1. How Do I Ensure My Freshdesk Integration is Set Up Correctly?

To ensure your Freshdesk integration is set up correctly, follow these initial checks:

  • Verify Freshdesk API Key and Domain:
    • Ensure your Freshdesk domain and API key are correctly entered. Typos or outdated API keys will prevent the sync from completing.

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2. What Should I Do If My Credentials Are Incorrect?

If your credentials are incorrect:

  1. Check the Freshdesk Domain:
    • Make sure your Freshdesk domain is in the correct format (e.g., yourcompany.freshdesk.com).
  2. Update API Key:
    • Ensure you are using the latest API key from your Freshdesk account. If necessary, generate a new API key from the API settings in Freshdesk.

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3. How Do I Verify the Webhook Setup?

To verify the webhook setup:

  1. Check MyOperator Panel:
    • Ensure that the AfterCall Webhook is correctly added in MyOperator under: APIs and Webhook → Add New → AfterCall Webhook.
  2. Check Webhook Settings:
    • Make sure you have selected POST method and Content-Type JSON for the webhook.

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4. How Do I Ensure My Agents Are Synced Between MyOperator and Freshdesk?

  1. Check MyOperator Agent List:
    • Ensure all Freshdesk agents appear in the MyOperator panel.
  2. Sync Agents:
    • If agents are missing, click the Sync Users button to update the agent list.

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5. What Happens if the Agent’s Email Addresses Don’t Match?

If the email addresses between MyOperator and Freshdesk don’t match exactly, the integration won’t work properly:

  • Exact Match Needed: Ensure that the agent’s email in Freshdesk matches the email used in MyOperator. Even a small mismatch will prevent ticket assignment.

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6. How Can I Resolve Ticket Assignment Issues?

To resolve ticket assignment issues:

  1. Check Email Synchronization:
    • Ensure that agent email addresses are exactly the same between Freshdesk and MyOperator.
  2. Verify Webhook Configuration:
    • Ensure that the AfterCall Webhook is set up correctly and that it is sending the correct information to Freshdesk.

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7. What is the Recommended Dial Method for Integration?

For smooth Freshdesk integration, use one of the following dial methods:

  • Serial Wise Distribution:
    • Distributes tickets or calls in a serial order.
  • Balanced Distribution:
    • Ensures a fair and balanced workload by equally distributing calls or tickets among agents.

Note: Simultaneous distribution is not supported with this integration.

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8. How Do I Check Network Connectivity Issues?

A stable internet connection is essential for successful Freshdesk integration. Ensure the following:

  • Verify Internet Connection:
    • Ensure your network connection is stable and that your system can validate API keys and sync agents.
  • Check for Server-Side Issues:
    • Ensure there are no network outages affecting MyOperator or Freshdesk.

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9. When Should I Contact MyOperator Support?

If you’ve completed the troubleshooting steps and are still encountering issues, contact MyOperator Support for personalized assistance.

  • Contact Support:
    • Reach out to MyOperator support via the support portal for help with unresolved issues.

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đź“Ś Keywords:

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

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