What is Freshdesk and what is the benefit of integrating MyOperator with Freshdesk?

What is Freshdesk and what is the benefit of integrating MyOperator with Freshdesk?

Overview

Freshdesk is a cloud-based customer support platform that enables companies of all sizes to improve their customer services.

MyOperator and Freshdesk integration

When you integrate Freshdesk with MyOperator, all your MyOperator logs get added as “Tickets” in the Freshdesk CRM. You can view the details of your departments/ agents, the status (missed, connected or voicemail), start time and duration of each call directly in your Freshdesk CRM. Also, you can hear the recordings of all the calls you receive.   

Prerequisite

  • After call webhook feature should be in your MyOperator plan

  • Use the same Email id in MyOperator and Freshdesk users

Follow the steps to integrate 

  1.  Go to Connect MyOperator and Click on Freshdesk
  2. Enter the required details
    1. Company ID - You can find it in your MyOperator panel under Manage-> API integration -> Public API
    2. API Key - Your Freshdesk account API Key. You can find this in Freshdesk when you Click on your Profile Picture on the top right and select "Profile Settings" (Refer: https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key)
    3. Domain - You will find it from your freshdesk URL https://[Domain].freshdesk.com Enter only domain, not the complete URL
    4. Criteria filters - Select the required filter

After completion agent data will sync in both panel and Fresh desk ticket will create having fields.  


  • Subject- {Event} {Status} call from {caller} 

  • Status- Open

  • Priority- Medium

  • Description-
    -Caller: {Caller Number}
    -Agent: {Agent Name}
    -Department:{Department Name}
    -Status: {Status of call}
    -Event: {Event of call}
    -Duration: {Duration of Call}
    -UID: {UID of call}
    -Recording:{Recording Link}
    -Start Time: {Start Time of Call}


  • If Agent exists: Ticket is assigned to the responding agent.

  • If Agent doesn’t exist: An unassigned ticket will be created.

Sync the users when new users added in Freshdesk

If a new agent is added in Freshdesk, then to sync agent data in MyOperator, the admin needs to initiate the sync process again.  Enter the company_id in the following link Sync users
 

Install Click to call exrtension to initiate call from Freshdesk       

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