Full integration of click-to-call in Freshdesk

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

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 Automations

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

Please note, if you only want to create a ticket and you do not need any other features, it is enough to create the Automation "FD-OB: Create new ticket". The other three Automations 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 Automation 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: the Action you need to select is lookup.enduser babelforce. Don't choose the Freshdesk Action here.

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 Automation creates a ticket in Freshdesk the moment the Action click-to-call is executed.

Important: this time you need to insert the Action of 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 assign the call ticket directly to the agent who made the call. The next Automation shows you how to achieve this.

Update ticket by adding call duration

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

This Automation 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.

Make sure to toggle the switch "Private" to add this information as an internal note.