Full integration of click-to-call in Freshdesk

With only one trigger and four events we can use the babelforce click-to-call feature to create a ticket for every outbound call made.

The Freshdesk integration

This article will explain how you can create a ticket for every click-to-call action in your Freshdesk integration. You will also learn how to add a note when the ticket is created, as well as how to update the ticket with another note when the call is finished. After reading this article you will know how to assign the ticket to the Freshdesk contact who was called, and also how to assign the ticket to the Freshdesk agent making the call.

The example below shows the end result in Freshdesk.

And this is how we get there.

Creating the trigger

First, you need to create a trigger that will only fire if the call domain is external, the call type is outbound and the source is api. See example below.


The events

Next, we want to create four events. You can label every event as you like and you can also choose any priority. However, the order of the events shown in the example below should be kept.

In the screenshots showing the settings for each event I will mark every field that needs to be filled out.

Please note, if you only want to create a ticket and you do not need any other features, it is enough to create event OB: Create new ticket FD. The other three events will make the user experience better and give insights to a few of the many possibilities you have when integrating babelforce with Freshdesk.

Please make sure that your Freshdesk integration is set up and working. If you are not at that point yet, just read this article first.

Looking up the Freshdesk contact

The first event checks if the calling number is linked to an existing contact in your Freshdesk account. If the contact exists, the ticket will be associated with their profile. If not, babelforce will create a new contact in your Freshdesk.

Important: under Action you need to go to the section babelforce. The same action can be found under Zendesk but this is not what you want to select.

Select the trigger you created in the step before, select your Freshdesk integration and make sure to tick the box Create if not exists (otherwise, babelforce will not create a new end-user).

Creating a ticket

The next event creates a ticket in Freshdesk the moment the click-to-call action is executed.

Important: under Action you need to go to the freshdesk section.

The fields description and name at the button are freshdesk subject lines and the ticket text body. You can add any expressions you like and change the look by using HTML. For more details you can read the article How to get a list of all available expressions.


Assign to agent

It is always nice to have the call ticket directly assigned to the agent who made the call. The next event shows you how to achieve this.

Update ticket by adding call duration

The last event is just a fun add-on. It gives you a small glimpse into what's possible.

This event will fire the moment the call is finished. Under the Action sub-heading freshdesk you will find Add a note to a ticket. This action makes it possible to add any additional information to the ticket after the call has finished. In this example we chose to add the call duration but you can be creative here - add rich call data using babelforce expressions, URLs and more.


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