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Automating tasks in your Freshdesk Integration

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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 ticket with the recording in Freshdesk
  • When a call is missed, create a new ticket in Freshdesk
  • When a call ends, update an existing customer in Freshdesk
  • When a new contact calls, create a new customer in Freshdesk
  • When a contact is updated in Talkdesk, update the customer in Freshdesk

You can also use your Freshdesk custom ticket fields. 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:

Freshdesk_1-3.png

 

  • Log in to your Talkdesk account as an Administrator.
  • Click on the 'Admin' tab [1].
  • Select 'Integrations' [2] and click the Freshdesk 'Settings' button.
  • Click on 'Add your first automated task for Freshdesk' [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 ends, Talkdesk will create a new ticket in Freshdesk.

Select the trigger event 'When an inbound call ends [4] in Talkdesk, then the action create ticket [5] in Freshdesk'.

Freshdesk_4-5.png

 

Talkdesk will automatically create a new ticket with your customized message in Freshdesk, each time an inbound call ends.

Note: You should also configure an automated task to create a contact in Freshdesk when an inbound call starts (i.e. When a call starts in Talkdesk, create contact in Freshdesk). Otherwise, a ticket will not be created, since there is not a pre-existing contact. Learn more about contact synchronization here.

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

Freshdesk_task_6-12.png

Subject:

"Call received from {{contact_phone_number}}" - Drag the "Caller's number" trigger field [6]

Description:

"From: {{contact_phone_number}}" - Drag the "Caller's number" trigger field [6]

"To: {{talkdesk_phone_number}}" - Drag the "Talkdesk number" trigger field [7]

Email:

{{contact.email}} - Drag the "Contact email" trigger field [8]

Status: Open [9]

Priority: Low [10]

Once finished, click 'Save' [11] to activate the automated task.

You can disable and re-enable this trigger at any time by switching the toggle to 'OFF' / 'ON' [12].

 

Updating Freshdesk data without leaving Talkdesk

Agents can also manually create and update contacts in Freshdesk without leaving the Talkdesk main web interface.

They can manually create a new ticket, add notes or use your other custom ticket fields in Freshdesk directly from the Talkdesk interface.

Update contacts in Freshdesk by selecting the relevant action under Freshdesk Actions’ for the required contact. We will pre-fill information for improved productivity. 

This information will be automatically added to both Freshdesk and Talkdesk:

Freshdesk_contact.png

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