overview this document serves as a guide for the users to carry out the confguration (application for release 4 7 and above) at the freshdesk crm end the step wise guide is as follows usage instructions step 1 create freshdesk admin account sign up go to https //freshdesk com/signup , provide the required details and sign up verify account check your email for a verification link to activate your account get api key navigate to your profile settings in freshdesk and copy your api key this key is required for the app configuration step 2 upload a custom app on freshdesk the integration is enabled by uploading a custom ameyo application to your freshdesk account go to https //(your freshdesk domain) freshdesk com/a/integrations/applications/#custom apps or follow the following steps navigate to apps in your freshdesk account, go to settings and select apps go to custom apps click on the custom apps tab select the "new custom app" option upload app click the new custom app button you will be redirected to the freshworks developer portal here, select +add new app choose custom app upload the freshdesk zip app file and fill in the required details, such as app name and support email publish and install after uploading, select publish the app gets published after 5 to 10 minutes once published, you can find the app on the customapp page of freshdesk or go to https //(your freshdesk domain) freshdesk com/a/integrations/applications/#custom apps return to the custom apps page in freshdesk and click get custom apps find your newly published ameyo app and click install click on the "install" button configure the app during installation, you will be prompted to enter the ameyo server domain (e g , https //mycompany ameyo com 8443 ) enter your freshdesk api key in the format \<api key>\ x provide your freshdesk domain without https // click save verify installation reload your browser the ameyo toolbar icon will appear on the left side panel of your freshdesk dashboard clicking this icon opens the ameyo login toolbar now, your app is listed the green toggle button shows that the app is enabled reload your browser tab ameyo toolbar icon is displayed on the left side panel on the freshdesk dashboard click on the logo to open the ameyo toolbar step 3 create custom field on freshdesk to properly log call outcomes, you must create custom fields in freshdesk to store disposition data from ameyo navigate to ticket fields go to settings and select ticket fields create text fields add new single line text fields to your ticket form recommended setup for a two level disposition structure, create two fields with the labels disposition and sub disposition for a single level disposition , create one field labeled sub disposition step wise guide is provided below go to settings go to ticket fields as shown below, dispositions and sub dispositions are created as simple text boxes click on "done" below is the recommended way of creating custom fields for two level disposition disposition label disposition sub disposition label sub disposition for one level disposition sub disposition label sub disposition after executing the steps mentioned in this document, there will be few configurations done at the ameyo db as well, for which the details will be provided by the designated project manager/engineer