📑 Table of Contents

1. What is the FreshDesk-MyOperator Integration?
2. What Are the Prerequisites for the Integration?
3. How Do I Set Up the Integration?
4. How Does Agent Synchronization Work?
5. How Are Tickets Assigned in FreshDesk?
6. How Do I Set Up the AfterCall Webhook?
7. Common Troubleshooting Tips
8. Frequently Asked Questions (FAQs)

1. What is the FreshDesk-MyOperator Integration?

The FreshDesk-MyOperator Integration allows seamless tracking of both incoming and outgoing calls and automatically creates or updates tickets in FreshDesk based on user-defined filters. This integration boosts support team efficiency, ensures a structured workflow, and reduces manual data entry.

⬆️ Back to Top

2. What Are the Prerequisites for the Integration?

Before starting the integration process, ensure the following prerequisites are met:

• Enable the AfterCall Webhook in MyOperator: This webhook is required for the integration to work.
• Agent Email Matching: Ensure that the agent emails in MyOperator match exactly with the emails in FreshDesk for proper ticket assignments.
• Call Distribution Method: Choose between Serial-wise Distribution or Balanced Distribution. Note that Simultaneous Distribution is not supported.

⬆️ Back to Top

3. How Do I Set Up the Integration?

Follow these steps to set up the FreshDesk-MyOperator Integration:

1. Login to MyOperator:
• Go to APIs and Webhook > All Integrations.

2. Connect FreshDesk:
• Click on the FreshDesk Connect button to initiate the integration.
3. Enter Required Details:
• Company ID
• FreshDesk Domain
• API Key
• Filter Criteria (e.g., Ticket Type, Event Type, Call Status, Department)

4. Submit and Validate:
• Click Submit to validate the integration. If credentials are correct, the integration will proceed.
5. Sync Agents:
• All agents from FreshDesk are automatically pulled into MyOperator. You can also sync them manually by clicking the Sync Users button.
6. Complete Integration

⬆️ Back to Top

4. How Does Agent Synchronization Work?

FreshDesk agents are automatically synced into MyOperator when setting up the integration:

• Automatic Sync: All agents from FreshDesk are fetched and synced to MyOperator during the integration process.
• Manual Sync: If necessary, agents can be manually synced using the Sync Users button in MyOperator.

⬆️ Back to Top

5. How Are Tickets Assigned in FreshDesk?

Ticket assignment works based on the agent’s availability and email match:

• Agent Exists in FreshDesk: The ticket is assigned to the corresponding agent.
• Agent Does Not Exist: The ticket remains unassigned until an agent is manually assigned.

For each incoming or outgoing call, a new ticket is created, and based on the selected filters, the ticket is either assigned automatically or remains unassigned.

⬆️ Back to Top

6. How Do I Set Up the AfterCall Webhook?

To set up the AfterCall Webhook in MyOperator:

1. Go to Webhook Settings:
• Navigate to APIs and Webhooks > Add New Webhook in MyOperator.
2. Configure the Webhook:
• Method: Set to POST.
• Content-Type: Set to JSON.
• URL: Paste the FreshDesk webhook URL to receive data.
3. Save Settings:
• After configuring the webhook, save the settings to activate it.

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}"}

⬆️ Back to Top

7. Common Troubleshooting Tips

If you encounter issues with the FreshDesk-MyOperator Integration, try the following steps:

• Invalid API Key/Domain:
• Double-check the FreshDesk API Key and domain for accuracy and proper access permissions.
• Webhook Not Triggering:
• Confirm that the AfterCall Webhook is active and the payload format matches the required JSON format.
• Agent Not Assigned:
• Ensure the agent email addresses match exactly between MyOperator and FreshDesk for proper ticket assignment.

⬆️ Back to Top

8. Frequently Asked Questions (FAQs)

Q1. What filters can I apply when creating tickets in FreshDesk?

• You can apply filters based on Ticket Type, Event Type, Call Status, and Department.

Q2. Can I customize the ticket fields in FreshDesk created by the integration?

• Yes, you can customize the ticket fields in FreshDesk using their ticket customization features. This can be done by adding custom fields to your tickets.

Q3. What should I do if the agent’s email doesn’t match in MyOperator and FreshDesk?

• If the email addresses don’t match, the ticket will remain unassigned. Ensure that the email addresses in FreshDesk and MyOperator are exactly the same.

⬆️ Back to Top

📌 Keywords:

FreshDesk, MyOperator, integration, API key, agent sync, ticket assignment, webhook, troubleshooting, call tracking.