How can we Help?

Automating Tasks in your Freshservice Integration

Follow

 

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents’ busy work to a minimum:

  • When a call goes to voicemail, create a new ticket in Freshservice
  • When a call is missed, create a new ticket in Freshservice
  • When an outbound call ends, create a new ticket in Freshservice

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers.

To configure an automated task, please follow these steps:

Freshservice_automation_1-3.png

  • Log in to your Talkdesk account as an Administrator.
  • Click on the 'Admin' tab [1].
  • Select 'Integrations' [2] and click the Freshservice 'Settings' button.
  • Click on 'Add your first automated task for Freshservice' [3] (Or, 'Add New Automated Task' if this is not the first automated task).
  • Customize the automated task according to your needs.
  • Click on 'Save'.

Example:

Follow these steps to set up an automated task for inbound calls in Talkdesk. When an inbound call is missed, Talkdesk will create a new ticket in Freshservice.

Select the trigger as 'When a call is missed [4] in Talkdesk then create ticket [5] in Freshservice'.

Freshservice_automation_4-5.png

 

Talkdesk will automatically create a new ticket with your customized message in Freshservice, each time an inbound call is missed.

You can customize the information sent to Freshservice by dragging the relevant fields into the text boxes, such as:

Freshservice_automation_7-14.png

 

Subject:

"Missed call from {{contact.name}}" - Drag the "Contact name*" trigger field [6]

Description:

"Missed call from: {{contact_phone_number}};" - Drag the "Caller's number" trigger field [7]

"To: {{talkdesk_phone_number}};" - Drag the "Talkdesk number" trigger field [8]

"Time: {{time.now}}” - Drag the "Present time" trigger field [9]

Email:

{{tags.agents_emails}} - Drag the "Agents' emails*" trigger field [10]

Status: Select 'Open' from the dropdown list [11]

Priority: Select 'High' from the dropdown list [12]

Once finished, click 'Save' [13] to activate the automated task.

You can disable and re-enable this trigger at any time by switching the toggle to 'OFF' / 'ON' [14].

Have more questions? Submit a request

Comments

Powered by Zendesk