3ctel for Freshdesk
By 3CTEL
Empower your 3ctel with freshdesk and create a more collaborative CRM experience.
Key features
- With the integration, you can make and receive calls directly from Freshdesk. Click-to-call functionality allows to call customers with a single click and also log the call details automatically.
- When a call comes in, the caller’s information is automatically displayed on the screen, enabling to quickly identify the customer and access their details.
- The integration automatically logs all calls in Freshdesk. This makes it easy to access a customer’s call history and review previous interactions.
- Take notes during a call and create a ticket directly in Freshdesk. This ensures that all customer interactions are recorded and can be accessed later.
- Calls can be recorded automatically and stored in 3CTEL or Freshdesk. This is particularly useful for training purposes and can help resolve disputes or misunderstandings.
- With 3CTEL, you can set up rules to route calls to the appropriate agent or department, based on predefined criteria such as the customer’s location or the time of day.
Benefits
Improved call quality:
The integration allows you to record and monitor calls, ensuring that agents are providing high-quality service and adhering to company policies and guidelines.
Real-time reporting:
3CTEL provides real-time reporting on call statistics, enabling you to monitor call volume, wait times, and other metrics. This data can be used to optimize your call centre operations and improve customer satisfaction.
Easy installation and configuration:
The integration can be set up quickly and easily without the need for any additional hardware or software. This makes it a cost-effective solution for businesses of all sizes.
Centralized management:
The integration between 3CTEL and Freshdesk provides centralized management of customer communication channels, making it easier to monitor and track customer interactions.
Requirements
- You need to have a Freshdesk account with admin access to set up the integration.
- Generate an API key in Freshdesk to allow 3CTEL to access your Freshdesk account.
- Need to create a webhook in Freshdesk to allow 3CTEL to receive call information.
- Configure your firewall to allow incoming and outgoing traffic on ports required by setup.
- It is recommended to have a valid SSL certificate for your Freshdesk domain to ensure that communication between 3CTEL and Freshdesk is secure.
Technical Details
Feature | Description |
Contact Synchronization | Inbound/outbound calls from/to external numbers trigger a CRM contact lookup to add to 3CTEL Contacts, so the contact name is automatically shown on your phone’s display when dealing with a call. |
Call Pop-ups | When using the 3CTEL Web Client or Desktop App, the customer record is brought up to you automatically when you receive an inbound call. |
Call Journals | Calls are logged as tickets in Freshdesk. |
Chat Journals | Chats are logged as tickets in Freshdesk. |
Create a new contact | Automatically when a call is made or received from / to an unknown number. |
Click to Call | Launch calls straight from Freshdesk via 3CTEL, using the 3CTEL Click2Call Browser extensions for Google Chrome and Microsoft Edge. |
INTEGRATIONS
Work with your teams, wherever they are
- Integrate 3ctel phone capabilities into your favorite business apps like Google, Microsoft, and Salesforce.
- Create integrated apps that work for your business’s unique needs with our open APIs, SDKs, widgets, and more.
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