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mattdarnell
mattdarnell's picture
Joined: 2007/10/25
Points: 40

Aloha,

Has anyone gotten the CRM integration with Freshdesk to work?

We have the web dialer configured, it works great for he toast pop up and to dial out.

We are using the free version of Freshdesk.

I am assuming that with Salesforce you get a company/account contact screen pop.

-Matt

thirdlane
thirdlane's picture
Joined: 2007/02/07
Points: 530

In Web Dialer you are supposed to get a popup of contact inside of a CRM (Salesforce and others) window if contact/account with a matching phone number is found. Based on the options it can be automatic or not, in which case you can get a "full" popup within a CRM window by clicking on a "small" popup showing the call.

In Thirdlane Connect it is different - there you get "mini" popups showing important contact/account record fields within the Connect itself, where you can also add a note about the call, or add a contact if it was not found in CRM.

Alex Epshteyn
Third Lane Technologies
Multi Tenant Asterisk PBX

mattdarnell
mattdarnell's picture
Joined: 2007/10/25
Points: 40

Got it to work with Freshdesk, kind of, getting multiple tabs opened with a single call.

https://[your domain here].freshdesk.com/search/all?term=${PHONE}

When you highlight a number and have the system dial it for you, your phone rings, you answer it and then it calls the number. Unfortunately when your phone rings it activates the screen pop.

-Matt

thirdlane
thirdlane's picture
Joined: 2007/02/07
Points: 530

Hi Matt,

This is in the behavior in the latest extension? If so, I will ask our engineer look at it. Would you be able to give us access to Freshdesk for testing?

Alex Epshteyn
Third Lane Technologies
Multi Tenant Asterisk PBX

mattdarnell
mattdarnell's picture
Joined: 2007/10/25
Points: 40

I can set you up with access to our Freshdesk. They can test with the web dialer and connect client.

Have them email me - mdarnell _@_ comtel.cloud

mattdarnell
mattdarnell's picture
Joined: 2007/10/25
Points: 40

Here is a video of the mutiple tabs opening - https://youtu.be/ky8Qp9xWpeo?t=14s

RadSys
RadSys's picture
Joined: 2017/07/10
Points: 0

Hello - I am trying to set up integration with Salesforce using the Chrome extension. When an incoming call is received a mini pop up shows the caller ID. But it doesn't retrieve any other details from the CRM for the caller ID. Any thoughts what might be missing? (Salesforce phone numbers are in the (xxx) xxx-xxxx format)