How to import and sync agents from Freshdesk

This article explains how to import your agents from Freshdesk to your babelforce account. Note that we also refer to this as "sync" agents, because, the agents you import have their Freshdesk ID added to the babelforce agent that is created. This is the key to being able to automate processes to deliver calls to that agent, assign tickets to the agent automatically and many more workflows.

If you haven't added your Freshdesk integration yet, head over to the following article: Add your babelforce Freshdesk integration.

Once the integration is added, all you have to do is press the small loupe button on your Freshdesk integration in babelforce.

Then you'll see all the agents that can be imported from your Freshdesk account:  

 Just select the agents you want to import and press "Synchronize Users". The respective agents will then be added to the babelforce agent set.

If any of the agents you try to add clashes with an existing agent that you created in babelforce, you will get a little warning. The reason therefor is most likely that the phone number or the email of the specific agent is not unique in babelforce. These agents will therefor not be synchronised. You can decide to fix the issue either by changing the agent already in babelforce (or deleting it) or the agent in Freshdesk.

Next steps: Each new agent/user will receive an invitation to the email address consigned in Freshdesk. Then each agent just needs to request a password reset for that agent/user email address.