A starter Freshdesk ticket setup for inbound calls (V2)

With babelforce you can create almost any integrated process you like for Freshdesk (or any other system). In this article we show you step-by-step how to create the basis for any ticketing automations for inbound calls.

We set up the following processes:

  1. Create a ticket in Freshdesk for the inbound call that will automatically be linked to the requester (if she exists), with some tags to differentiate the ticket type for your downstream processes in Freshdesk.
  2. Assign the ticket for the call to the agent who takes the call. 

Also, we will create a Trigger so that the above processes only happen for calls with particular attributes. This is not necessary for this basic setup to work. But to do anything else later, you will want to restrict automated Actions to certain cases. So best to apply this principle from the beginning.

We will build the following three global Automations:

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Step 0 - Create a Trigger to define when an Automation runs

Let's keep it simple here and just define a Trigger that will be true when the caller dialed a particular number. This means that our setup below will only run if the call has been placed to the number ending on 373 in this case.

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Step 1 - Create new ticket in Freshdesk for each inbound call

Before you continue, this setup requires that you have already added the integration to your Freshdesk. If you have, then let's start building.

USEFUL TRICK: A very useful trick to learn while creating automated processes in babelforce is to send yourself an email using an Automation and just put {core.expressions} in the body of the email. You will receive the current context values of all expressions at the point in time when the email is sent. You can read about that in How to get a list of all expressions in the system

 

Now, go to Integrated Processes > Global Automations and add a new Automation. You'll find a lot of Actions for the Freshdesk integration because babelforce enables you to do anything that can be done with the Freshdesk API. However, for this use case we will only use the one "create a ticket":

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If the field "Requester_ID" is not empty, the contact in Freshdesk will be made the requester on the ticket.

As shown at the bottom, you can add any tags you would like to use in your Freshdesk. E.g. differentiate between inbound call tickets and other tickets in Freshdesk.

 

 

 

 

 

 

 

 

 

 

 

 

 

Step 3 - Assign the ticket in Freshdesk to the agent who takes call

This part is only possible if you have already imported agents from Freshdesk to babelforce and the agents have accepted the invite to confirm email and have requested password.

Here we will use the Event "Call bridged". This Event fires whenever two call legs are connected. So since our Trigger from step 0 will already limit our case to when the caller diales a particular public phone number ending on 373, we can be sure that "Call bridged" only fires if an agent takes the call.

We choose the action "freshdesk - Update ticket". The screenshot shows how it has to be configured:

 

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As you can see, two key values are needed from expressions to allow the update to the existing ticket to assign a particular responder, i.e. the agent who answers the call.

  • The Action "Create ticket" from above will put the ID of the Freshdesk ticket into the session context.
  • The agent who takes the call will automatically provide the ID in Freshdesk.
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