Freshdesk Integration

overview exotel freshdesk integration enables the contextual association of calls with tickets it enables an agent to have incoming call intimation, visualize the call details along with call recordings and provide click2call capabilities seamless integration for enhanced agent productivity and a better experience key benefits call intimations get the notification on your freshdesk, whenever any incoming call comes on to your customer facing exotel number or an outbound call is initiated from freshdesk automated ticket creation ability to create/update a ticket and associate the call with it automatic ticket creation for missed calls click2call initiate calls between you and your customer, directly from the freshdesk call details call recordings and call duration getting automatically added to the tickets user mapping map exotel agents to freshdesk users and enable click 2 call work on just one interface and improve your agent productivity by eliminating context switching now you can also have automated tickets created for every completed call configuration follow the following prerequisites and steps to configure the integration both at exotel and freshdesk end prerequisites in order to have a successful integration with the freshdesk account, you must complete the following tasks sign up for an exotel account verify your account through phone or email get your account kyc verified purchase exophone to be used by freshdesk users/agents for inbound and outbound calls from the api section, make a note of account sid, api key, and api token setting up of exotel integration in order to set up the integration, follow these five steps create co workers and group configure freshdesk plugin call flow associate the call flow to the exophones enable integration map the freshdesk user to exotel agents in the integration interface and enable click 2 call (if required) step 1 create co workers and groups to create co workers and groups in exotel login to your exotel dashboard and go to the ‘co workers and groups’ section add all the co workers corresponding to freshdesk account, by clicking on invite co workers create a new group by clicking on the ‘add group’ button add the co workers to that group step 2 configure freshdesk plugin call flow in order to create the freshdesk plugin call flow, follow these five steps go to the ‘app bazar’ section and under ‘custom apps’ click on the ‘create’ button provide the app name and click on ok add a connect applet select the group as created earlier, under the ‘dial a user or group’ option under distribute calls, select 'sequentially' or 'equally' as per your requirement select the remaining options as per your requirement under the ‘create popup…’ section, enter the below url (replace the api credentials and account sid in it with your exotel credentials) url https //\<exotel apikey> \<exotel apitoken>@\<middleware subdomain>/v2/accounts/\<accountsid>/call events?event=pop middleware subdomain freshdesk mum1 exotel in e g https //\<exotel apikey> \<exotel apitoken>@freshdesk mum1 exotel in/v2/accounts/exotel535/call events?event=pop after the call conversation ends, add a passthru applet in that passthru applet, enter the below url (replace the api credentials and account sid in it with your exotel credentials) url https //\<exotel apikey> \<exotel apitoken>@\<middleware subdomain>/v2/accounts/\<accountsid>/call events?event=answered middleware subdomain freshdesk mum1 exotel in e g https //\<exotel apikey> \<exotel apitoken>@freshdesk mum1 exotel in/v2/accounts/exotel535/call events?event=answered 9\ in case of automatic ticket creation requirement for incoming calls, please use the below url in the passthru applet instead((replace the api credentials and account sid in it with your exotel credentials) url https //\<exotel apikey> \<exotel apitoken>@\<middleware subdomain>/v2/accounts/\<accountsid>/call events?event=automated answered middleware subdomain freshdesk mum1 exotel in e g https //\<exotel apikey> \<exotel apitoken>@freshdesk mum1 exotel in/v2/accounts/exotel535/call events?event=automated answered 10\ in the section ‘if nobody answers ’, select 'go to' and add a passthru applet in that passthru applet, enter the below url (replace the api credentials and account sid in it with your exotel credentials) url https //\<exotel apikey> \<exotel apitoken>@\<middleware subdomain>/v2/accounts/\<accountsid>/call events?event=missed middleware subdomain freshdesk mum1 exotel in e g https //\<exotel apikey> \<exotel apitoken>@freshdesk mum1 exotel in/v2/accounts/exotel535/call events?event=missed 11\ save the flow and click on close step 3 associate the call flow to the exophones go to the exophones section click on the button ‘assign exophones to flow’ and select the flow created in step 2 with the exophone and click on ‘attach flow’ in the subsequent pop up, click on ok and you can see the flow getting associated with exophone step 4 enable integration freshdesk app installation login to your freshdesk account click on the settings icon click on apps under support operations click on the apps tab search for the exotel cti app click on the install button open the freshdesk page in a separate tab and capture the freshdesk api key from the profile page (click on your profile picture on the top right and select 'profile settings' in the sidebar on the right, you will find the api key in the sidebar on the right, you will find the api key ) enter all required fields on the installation page freshdesk domain enter the freshdesk domain (ex https //xyz freshdesk com) freshdesk api key enter the freshdesk api key region of exotel account select the region from the dropdown list exotel sid enter the exotel account sid exotel api key (recommended to create a new api key & token for enter the exotel api key exotel api token enter the exotel api token endpoint url https //freshdesk mum1 exotel in ticket auto assignment to agents enable the option to assign the tickets to the agents click to get agent roles enable the option to list the agent roles freshdesk agent roles select required roles from the dropdown list (multiple roles can be selected) that can access the user mapping screen to map freshdesk agents to exotel mobile numbers click on the install button once the installation is complete, refresh the page and verify that the exotel cti icon is added to the side panel successfully step 5 user mapping go to the home page (dashboard) click on the exotel cti icon in the left panel pop up should open up click on the settings icon on the top right corner the user mapping panel opens up on the right side of the screen click on the sync button so that all your common users between freshdesk and exotel will appear here you can now use the edit icon against each user to add or modify their data device on off objective to provide agents using exotel cti in freshdesk crm a cta to get their device status and alter the same from the crm this will eliminate the need for context switching and performing this action from the exotel dashboard sub features get device status update user device refresh (in case of error or as a fallback) how to launch the exotel cti in the freshdesk account click on the device status button the present status gets reflected use the toggle button to change the device status of the agent use the refresh button in case of an error if the error repeats, please contact hello\@exotel in ivr/gather digits in ticket details objective to provide freshdesk cti users, who specifically use ivr and/or gather applet in their exotel call flows, with the ivr/gather digits along with their respective representation as a part of call ticket details in the crm sub features automated ticket creation in fd for all incoming call flows which have ivr and/or gather applet ivr digit inputs for incoming calls get automatically updated in a new fd ticket gather digit inputs for incoming calls representation of each ivr digit in the order of occurrence how to edit the exotel call flow in the exotel app bazaar in the ivr applet, for each ivr keypress add a pass thru applet in the pass thru applet url, enter the following url url https //\<exotel apikey> \<exotel apitoken>@\<middleware subdomain>/v2/accounts/\<accountsid>/call events?event=ivr middleware subdomain freshdesk mum1 exotel in e g https //\<exotel apikey> \<exotel apitoken>@freshdesk mum1 exotel in/v2/accounts/exotel535/call events?event=ivr if you want the respective representation of each ivr digit to also be added in the ticket details then url https //\<exotel apikey> \<exotel apitoken>@\<middleware subdomain>/v2/accounts/\<accountsid>/call events?event=ivr\&ivr tag \<number>=\<representation of keypress> middleware subdomain freshdesk mum1 exotel in e g https //\<exotel apikey> \<exotel apitoken>@freshdesk mum1 exotel in/v2/accounts/exotel535/call events?event=ivr\&ivr tag 1=lang english to notify the end of the flow, add another pass thru applet in the “in response” section of the last pass thru of the last ivr keypress or gather applet and add the following url this is a mandatory step for passing the inputs to the fd ticket url https //\<exotel apikey> \<exotel apitoken>@\<middleware subdomain>/v2/accounts/\<accountsid>/call events?event=end middleware subdomain freshdesk mum1 exotel in e g https //\<exotel apikey> \<exotel apitoken>@freshdesk mum1 exotel in/v2/accounts/exotel535/call events?event=end for the gather applet, add a pass thru applet, in the “when the caller entered one or more input digits “ section and enter the below url url https //\<exotel apikey> \<exotel apitoken>@\<middleware subdomain>/v2/accounts/\<accountsid>/call events?event=gather middleware subdomain freshdesk mum1 exotel in e g https //\<exotel apikey> \<exotel apitoken>@freshdesk mum1 exotel in/v2/accounts/exotel535/call events?event=gather if you want the respective representation of the gather digits to also be added in the ticket details then url https //\<exotel apikey> \<exotel apitoken>@\<middleware subdomain>/v2/accounts/\<accountsid>/call events?event=gather\&gather tag \<number>=\<representation of gather input> middleware subdomain freshdesk mum1 exotel in e g https //\<exotel apikey> \<exotel apitoken>@freshdesk mum1 exotel in/v2/accounts/exotel535/call events?event=ivr\&gather tag 1=customer account number screenshots of tickets with ivr and gather inputs voicemail recording passed to fd tickets objective to provide freshdesk cti users, who specifically use the voicemail applet in their exotel call flows, with the voicemail recording in the call ticket details of freshdesk how to edit the exotel call flow in the exotel app bazaar in the voicemail applet, add a passthru applet at the end in the passthru applet url, enter the following url url https //\<exotel apikey> \<exotel apitoken>@\<middleware subdomain>/v2/accounts/\<accountsid>/call events?event=voicemail middleware subdomain freshdesk mum1 exotel in e g https //\<exotel apikey> \<exotel apitoken>@freshdesk mum1 exotel in/v2/accounts/exotel535/call events?event=voicemail screenshots of tickets with voicemail recording call a new number objective to provide users with the capability to make a call to a new number from freshdesk without having to add a contact how to open the exotel app in freshdesk, the window that opens by default is where you can type in the number and click on call button to go to the call history page click on the button to go back to the default calling page known limitations on call events for both incoming call and outbound call pop ups, the call events (like callanswered, ringing, etc ) will not be triggered hence, once the call is over, click on ‘answered’ and do the subsequent action call recording upload the call recordings will be uploaded under ticket details within an interval of 5 minutes the agent needs to refresh the freshdesk ticket screen after 5 minutes of calls completed, in order to see the respective call recordings freshdesk app ui screens call history screen call notes screen incoming call notification screen ticket history screen to add notes to existing ticket automatic ticket created for incoming call points to remember you cannot integrate multiple freshdesk accounts with a single exotel account the integration is currently enabled only for the website application the integration features are not compatible with the freshdesk mobile application all the users should be added to both exotel and freshdesk with the same email id and phone number for the integration to work