Plan requirement
| Subscription | x-bees Standard or higher, UC-Business or higher (Collaboration 7) |
| Access | WMS administrator, Freshdesk administrator |
Connect Freshdesk so an incoming call opens the right contact and the conversation is recorded against them.
What it does
- An incoming call opens the matching Freshdesk contact
- Calls are logged against that contact
- Phone numbers in Freshdesk become clickable
The value is that the phone stops being the one channel missing from the customer's history.
Set it up
- In WMS, go to Settings > PBX > Integrations > Cloud integrations.
- Open the Freshdesk integration and connect your account.
- Authorise it in Freshdesk when prompted.
- Test with a call from a number that exists on a Freshdesk contact.
You need administrator rights in Freshdesk for the authorisation step.
Test from a number that is definitely on a contact record. Testing from your own mobile, which probably is not in Freshdesk, makes a working integration look broken.
When nothing pops up
- The user's plan. Integrations start at x-bees Standard.
- Number format. Numbers in Freshdesk have to be in a format that matches an incoming call. International format is safest.
- Withheld numbers. No number means no match, and nothing to open.
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