Freshdesk is a customer support ticketing system utilized by call centers as well as small businesses to provide customers with the support they need. 


With our FluentStream control panel and Freshdesk integration, you can now receive a pop up notification window for every incoming call, which then allows you to create a profile, open a new ticket, or edit and expand on any current tickets they may have open.


This integration works with our ClickToCall feature to help streamline the ticketing procedure into a more efficient process, which allows you to keep better records of each call and what actions were taken with that call, as well as ensure an overall better support experience for your agents and customers alike. 


If you are a current Freshdesk user and a current FluentStream customer and would like to start using the integration, you will first need to download the Google Chrome extension called FluentCloud ClickToCall. For more detailed instructions on how to install ClickToCall, click here


Once you've added ClickToCall to your Chrome browser, it will open an Options page for you to log in with your my.fluentcloud.com credentials. Enter your user name and password, then click Save. 


                                 




FluentCloud API Key: You will need your FluentCloud API key for this next portion. Your API key can be found in my.fluentcloud.com, under FluentCloud Account, then Account Settings


                                           




If you do not currently use any other integrations, click Generate New Key in the API Keys tab, then Save Changes to save that key to your account. 

                              



Enter that key into the API Key field in the ClickToCall options. If you're currently using other integrations, use the API key that was previously generated. 


              





Next, scroll down to CRM and Application Integration Settings. Click the box next to Freshdesk Integration to enable it. 


                                         




Do you use a custom login page? 

Follow steps below- 

1. The Freshdesk Domain Base URL is the web address of your main Freshdesk home page, generally in this format: https://companyname.freshdesk.com

2. Enable Shared Sign On Users, then enter the base login URL you set up with your Freshdesk account. 

3. Under Authentication, enable the API Key option, then enter the email address associated with your Freshdesk profile, and the API Key, also found in your Freshdesk user profile. 

4. Notifications can be enabled for incoming queue calls, inbound calls from a direct phone number (DID), and outbound calls.

5. The Auto Update Caller's Phone Number section allows you to choose which searches have the ability to automatically update the main phone number associated with that account. For example, if Email Searches is enabled, then searches made with the email address will have the ability to automatically update the main number. 

6. Attach Recordings with Call Details will include the call recordings in the ticket as well. 

7. The Create Ticket Fields portion allows you to manage and customize the default ticket options for your control panel. This includes setting default options for ticket status, priority, source, issue category, and more. When you are finished setting the options to your preference, click the Load Create Ticket Fields* button. 

7a. Once you've loaded your ticket fields, you will see 4 columns appear: Name, Viewable, Set Default, and Default Value. The Name column labels each ticket field that you can adjust. The Viewable column allows you to choose whether you would like that option to appear when creating a new ticket. The Set Default column allows you to set a default setting for that field, which each ticket will automatically set itself to unless changed manually by you. The Default Value column is used to choose which default option is to be used for any field that has Set Default enabled.  


Logging in from Freshdesk's site?

Follow steps below- 

1. The Freshdesk Domain Base URL is the web address of your main Freshdesk home page, generally in this format: https://companyname.freshdesk.com

2. Do not enable Shared Sign On Users.

3. Under Authentication, enable Username/Password, then enter the username and password of your Freshdesk user profile. 

4. Notifications can be enabled for incoming queue calls, inbound calls from a direct phone number (DID), and outbound calls.

5. The Auto Update Caller's Phone Number section allows you to choose which searches have the ability to automatically update the main phone number associated with that account. For example, if Email Searches is enabled, then searches made with the email address will have the ability to automatically update the main number. 

6. Attach Recordings with Call Details will include the call recordings in the ticket as well. 

7. The Create Ticket Fields portion allows you to manage and customize the default ticket options for your control panel. This includes setting default options for ticket status, priority, source, issue category, and more. When you are finished setting the options to your preference, click the Load Create Ticket Fields* button. 

7a. Once you've loaded your ticket fields, you will see 4 columns appear: Name, Viewable, Set Default, and Default Value. The Name column labels each ticket field that you can adjust. The Viewable column allows you to choose whether you would like that option to appear when creating a new ticket. The Set Default column allows you to set a default setting for that field, which each ticket will automatically set itself to unless changed manually by you. The Default Value column is used to choose which default option is to be used for any field that has Set Default enabled. 


          

          




Once everything is complete, be sure to click the Save button at the bottom to keep your settings! 



Have questions? Give us a call at 303-GO-CLOUD, option 2 for support.