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.

Integration

To integrate Voiso with Freshdesk, navigate to Administration > Integrations, then click the Freshdesk tile.

The Freshdesk page provides information about the Freshdesk integration, instructions for connecting the integration, and a list of prerequisites you should have in place before clicking Connect.

The following video walks you through the integration process.

Managing your integration

To manage an existing Freshdesk integration, navigate to Administration > Integrations, then click the Freshdesk tile.

On the Freshdesk integration page, you can reconnect an integration that has lost connection or disconnect a connected integration.

Click the Edit connection button and selected either Reconnect or Disconnect.

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 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 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.