Freshdesk

All your telephony essentials – now in Freshdesk

Overview

Streamline your workflow by integrating your communication solution from Telavox with Freshdesk. This allows you to see who is calling directly in Freshdesk, hang up calls, create new records for incoming callers, and much more.

The integration appears as a widget in the bottom-left corner of the screen. There, you have access to your call history and integration settings. Click on a phone number or contact in the history tab, and you can make a call directly from Freshdesk. During the call you can click the button “New ticket” to create a new record for the contact.

When you click on the contact’s name, the person’s contact card will display. There, you can enter all the relevant information. If the contact has an existing record, it will then display when you’re making or receiving a call from said person.

Integration features

How to setup the integration

In the Freshdesk application:

  1. Go to Admin.
  2. Go to Apps.
  3. Click on “Get more apps”.
  4. Search for “Telavox” and click on it.
  5. Before you install, your account must be activated, otherwise you will not be able to find your API key.
  6. If your account has been activated, you can press “Install”.
  7. When installing the app, you must provide your API key, which can be found under your profile settings on the right-side panel.
  8. When the app is installed you need to log in, you can log in with either your username and password, or via a token. The token can be created in the Telavox end-user application by going to Settings > Username and password > Manage token > Create new token.

Questions about integrations?

Contact sales, your personal advisor or one of our certified partners to learn more.