Freshdesk

Who should read this article: Administrators

The Voiso Contact Center for Freshdesk app integrates your phone system with the Freshdesk platform, enabling your sales and support teams to handle more calls more effectively. Users manage all call-related activities inside Freshdesk through the Agent Panel.

Introduction

The Voiso Contact Center for Freshdesk app adds the Voiso softphone to the Freshdesk left navigation bar. Click the Voiso icon to log in to your Voiso contact center, then handle both outbound and inbound calls directly from Freshdesk.

Key Features:

• Call contacts directly from a contact record with a single click (click-to-call) that launches the outbound call in the Voiso softphone.
• Automatic ticket creation for outbound and inbound calls, with call details and notes added to the ticket in Freshdesk.
• Inbound call screen pop.
• Advanced call management, including mute, record, transfer, conference, consult, call notes, and wrap-up codes.
• Automatic contact creation when a new contact calls your contact center.

Installing the app

The Voiso Contact Center for Freshdesk app is installed in Freshdesk from the Freshdesk Marketplace.

Ask your Voiso account manager to enable Freshdesk integration for your contact center, then follow these steps:

1. In the Voiso CRM Integration Settings page, scroll down to the Freshdesk Settings section and click Enable.
   
   1. Enter your Freshdesk sub-domain (e.g., if your Freshdesk domain is https://my-company-name.freshdesk.com, enter “my-company-name”.
   2. Enter your Freshdesk API Key. This key grants the Voiso app access to your Freshdesk helpdesk so that the Voiso app may be added to Freshdesk.
2. Navigate to the Freshdesk Marketplace and search for "Voiso".
3. Select the Voiso Contact Center app and install it into your Freshdesk account. After installation is complete, the Voiso icon is added to the Freshdesk left navigation bar.
4. Click the Voiso icon to sign in to your contact center using your Voiso account credentials.
   
   1. Select your contact center from the Voiso login page (e.g., cluster)
   2. Sign in to your Voiso account.
5. After successful login, the Voiso Agent Panel opens. You can hide the Agent Panel by clicking the Voiso icon.
6. Set your status to Available to start receiving inbound calls.

Use case: Click-to-call

Voiso enables your contact center agents to make calls directly from Freshdesk. After signing in to Voiso from Freshdesk, agents can call contacts by clicking any phone number in Freshdesk or by navigating to a contact record and clicking Call.

With the Voiso Agent Panel embedded in Freshdesk, agents have access to all the Voiso call handling features, including call recording, call notes, transfer, consult, conference, and send SMS without leaving Freshdesk.

In Freshdesk, clicking Call or clicking a phone number opens Agent Panel and dials the call automatically.

 

Use case: Ticket creation

When an agent uses the Voiso Contact Center for Freshdesk app to handle either an inbound or outbound call, Voiso automatically creates a new ticket in Freshdesk for the call.

The ticket includes the following information about the call from Voiso:

• The time of the call.
• The name of the Freshdesk user who made the call.
• Call notes added by the agent in the Agent Panel during the call.
• Call outcome wrap-up code added by the agent in the Agent Panel during the call.
• Call recording link.

Use Case: Inbound calls and screen pop

When a known contact calls your contact center, Voiso routes the call to the queue or user (agent) you have specified in your inbound script or flow.

The call rings in the Agent Panel in Freshdesk and the contact record is screen popped for rapid information retrieval.

With the Voiso Agent Panel embedded in Freshdesk, agents have access to all the Voiso call handling features, including call recording, call notes, transfer, consult, conference, and send SMS without leaving Freshdesk.

At the end of the call, Voiso creates a ticket in Freshdesk that includes call notes and wrap-up codes.

Use Case: New contact creation

When a new client calls your contact center, Voiso routes the call to the queue or user (agent) you have specified in your inbound script or flow.

The call rings in the Agent Panel in Freshdesk.

With the Voiso Agent Panel embedded in Freshdesk, agents have access to all the Voiso call handling features, including call recording, call notes, transfer, consult, conference, and send SMS without leaving Freshdesk.

At the end of the call, Voiso creates a ticket in Freshdesk that includes call notes and wrap-up codes.

Troubleshooting

If agents experience issues signing in or making calls, verify that the following is correct:

• Ensure that the agent is a member of the cluster that is specified during sign-in.
• Ensure that the Freshdesk API key used to register the Voiso Contact Center for Freshdesk app is correct.