📑 Table of Contents

1. What Fields Are Automatically Included in a Freshdesk Ticket?
2. How Are Ticket Fields Formatted?
3. What Are the Common Ticket Fields for Call Events?
4. How Are Call Records Linked in Freshdesk Tickets?
5. How Can I Customize the Ticket Fields?
6. Troubleshooting Common Ticket Generation Issues
7. Frequently Asked Questions (FAQs)

1. What Fields Are Automatically Included in a Freshdesk Ticket?

When a ticket is generated in Freshdesk through the MyOperator integration, the following fields are automatically included:

• Subject:
• The subject is generated using the event type and status of the call. Example: "Incoming Missed call from 9876543210".
• Status:
• The status of the ticket is set to Open by default.
• Priority:
• Tickets are assigned a Medium priority level.
• Description:
• This field provides detailed multi-line information about the call, including:
• Caller Number
• Agent Name
• Department Name
• Call Status (e.g., missed, answered)
• Call Event (e.g., incoming, outgoing)
• Call Duration
• Call UID (unique identifier for the call)
• Recording Link (link to call recording, if available)
• Call Start Time

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2. How Are Ticket Fields Formatted?

The ticket fields in Freshdesk generated by the integration follow this general structure:

• Subject:
  {Event} {Status} call from {Caller}
  Example: "Incoming Missed call from 9876543210".
• Description:
  A multi-line description that includes all relevant details, such as:
• Caller: {Caller Number}
• Agent: {Agent Name}
• Department: {Department Name}
• Status: {Call Status}
• Event: {Call Event}
• Duration: {Duration}
• UID: {Call UID}
• Recording: {Recording Link}
• Start Time: {Start Time}

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3. What Are the Common Ticket Fields for Call Events?

The integration automatically includes the following call event fields in Freshdesk tickets:

• Call Type: Defines whether the call is incoming or outgoing.
• Call Status: Displays the current status of the call (e.g., missed, answered).
• Call Event: The event that triggered the ticket creation (e.g., call initiation, call drop).
• Call Duration: The length of the call in minutes and seconds.
• Recording Link: If a call recording is available, it provides a link to the audio file.
• Start Time: Timestamp indicating when the call started.

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4. How Are Call Records Linked in Freshdesk Tickets?

Call records are linked in Freshdesk tickets as follows:

• Caller Number: The caller number is automatically associated with the ticket, allowing agents to reference the call source easily.
• Agent Info: The agent's name is added to the ticket, along with the department they belong to.
• Call Recording: If available, a link to the call recording is included in the ticket’s description, allowing agents to listen to the call.

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5. How Can I Customize the Ticket Fields?

While the default fields are automatically filled based on the call data, you can customize the Freshdesk ticket by adding custom fields. You can use Freshdesk's customization features to add fields specific to your business needs.

To customize your Freshdesk ticket fields:

1. Log in to Freshdesk and go to Admin > Ticket Fields.
2. Add Custom Fields: You can create fields for customer ID, issue type, or other relevant data.
3. Update Webhook Payloads: If you need custom data to be included in tickets, update the webhook payload configuration in MyOperator.

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6. Troubleshooting Common Ticket Generation Issues

If you're encountering issues with ticket creation or data not appearing correctly, follow these troubleshooting steps:

• Missing Ticket Information:
• Verify that webhooks are properly configured and that all fields are correctly populated in MyOperator.
• Incorrect Ticket Priority or Status:
• Check the Freshdesk settings for default ticket statuses and priorities to ensure they align with the integration setup.
• Call Details Not Appearing:
• Ensure that the call event details (such as call duration and caller number) are included in the webhook payload.

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7. Frequently Asked Questions (FAQs)

Q1. Can I modify the call recording link in the ticket description?

• Yes, you can modify the call recording link and other ticket details through Freshdesk’s API or webhook settings.

Q2. Why are some call events missing in my tickets?

• Missing call events could be due to incorrect webhook configurations or delays in data syncing between MyOperator and Freshdesk. Ensure the webhooks are set up properly.

Q3. Can I change the ticket priority automatically?

• Yes, ticket priorities can be set automatically based on call events or customer data using Freshdesk’s automation rules.

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Freshdesk, MyOperator, ticket fields, call logs, ticket creation, webhook, API, integration, customization, call recordings.