Freshdesk

Updated on 13 Apr 2023
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You can get Freshdesk information directly on incoming calls in our Microsoft Teams app. You can also load the customer in Freshdesk to access history and more.

In Microsoft Teams

You will get contact information from Freshdesk directly in your Teams app and it will open contact cards in Freshdesk system without you having to search for the number yourself. You get contact information and be able to open information from the CRM button in your app.

Configuring Teams app

Choose Freshdesk in apps settings.

Enter your Freshdesk sub domain (your domain part infront of .freshdesk.com) and Token.

Check boxes for what you like to be automated and click Save.

To get your token,

Login to your Freshdesk account.
Click on your profile in your upper right corner and select Profile Settings.
Copy your API key and paste in your Teams app settings

In the Communicator

You will get contact information from Freshdesk directly in your Communicator and it will open contact cards in Freshdesk system without you having to search for the number yourself. You get contact information and be able to open information from the CRM button in your app.

Configuring the Communicator

Configuring Communicator

First of all press The Automations and Integrations button in the left menu and choose Integrations. Then Click Supportpal.

Fill in the following data:

Domain - your company Freshdesk domain
Token - the one you got from your Freshdesk Admin portal
Country Code - your country code

Settings:

Triggers - choose on which events the integration should automatically launch Freshdesk
- In the example only answered incoming calls will launch Freshdesk but you can still launch Freshdesk manually from outgoing calls.
Accounts - choose for which of your accounts/devices you want the triggers to be active
- In the example Freshdeskwill launch when you answer the call in any device
Press Save

To get your token,

Login to your Freshdesk account.
Click on your profile in your upper right corner and select Profile Settings.
Copy your API key and paste in your teams app settings

A green checkbox will show on the right side of the Application if the Credentials were valid and the Communicator could connect to Freshdesk properly.

Now you're all set!

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In Microsoft Teams
In the Communicator