Freshdesk

When you integrate Smartflo with Freshdesk CRM, it empowers your support team to boost their productivity through improved call handling and a more efficient CRM experience. Freshdesk CRM for Smartflo offers a range of features that effectively manage your call-related activities within the CRM platform, giving your business a significant productivity advantage. By combining the capabilities of Smartflo and Freshdesk CRM, your team can optimize workflows, streamline call management, and achieve higher levels of productivity.

Follow the steps below to integrate Smartflo with Freshdesk Suite.

Log into your Smartflo account.

Navigate to Services > Integration.

Move over to the Freshdesk integration section and click on Enable.

Once enabled, click on More Details.

Enable the CRM.

Select the User and enter Domain and API Token and click on Save.

To obtain the domain name, simply copy the URL of your Freshdesk account up to the "freshdesk.com".

Follow the below-mentioned steps if you want to fetch API Token:

a. Login to your Freshdesk account.

b. Go to Profile in the top-right corner and click Profile Settings.

c. Click on View API Key.

d. Copy the API Key.

You will be notified of successful integration.

Go back to Freshdesk account and click the Marketplace icon and select Developer Portal.

Select Freshdesk.

Click on New App.

To create a new app, select Custom App, give it a Name, upload the necessary App file, and click on Proceed.

Fill the necessary details and click on Save and Publish.

When prompted to proceed ahead, click on Continue to Save and Publish.

Once the app is successfully published, it will reflect on the dashboard.

Go back to Freshdesk account and click the Marketplace icon and select Marketplace Apps.

Click on Manage Apps.

Go to Custom Apps and click on Install.

You’ll be notified of successful installation.

Once the app is successfully setup, the following icon will be visible on the left navigation bar.

On clicking the app icon, you can see that Smartflo has been integrated with Freahdesk and is ready for use. Log In to start making calls with Smartflo.

How to Use The Integration

Freshdesk integration provides the below-listed functionalities of Smartflo.

Click To Call (Outbound Calls)
Agent Extension
Call Notes or Call Description
Call Detail Records
Auto-ticketing

While integrating with Freshdesk for a user, it allows you to integrate with Extension or Mobile and also allows you to enable Auto-Ticketing.

Follow the steps below to start using Freshdesk on Smartflo.

Log In to the app.

To use the Click to Call functionality, Click on the Dialpad icon in the bottom pane. Dial the number of your choice.

After successful login you can start making and receiving calls.

Integration with Freshdesk also allows you to add call notes or description.

You can access all the Call Detail Records by viewing the ticket created.


Field	Description
Time	Gives the time of call.
DID	Gives the virtual telephone number.
From	Number from which the call is initiated.
To	Number to which the call is initiated.
Call Type	Whether the call is inbound or outbound.
Notes	Call notes/description.
Call status	Whether the call was missed/dropped/answered/etc.
Call duration	Gives the duration of the call.
Call Id	Gives the call Id.

You can also view the Call History.