Overview

Exotel Freshdesk Integration enables contextual association of calls with tickets. It enables an agent to have Incoming Call intimation, visualize the call details along with call recordings and provide Click2Call capabilities. A seamless integration for an enhanced agent productivity and better experience.

Key Benefits:

Call Intimations - Get the notification on your Freshdesk, whenever any Incoming call comes on to your customer facing Exotel Number or an outbound call is initiated from Freshdesk
Automated Ticket Creation - Ability to create/update a ticket and associate the call with it. Automatic ticket creation for Missed Calls
Click2Call - Initiate call between you and your customer, directly from the Freshdesk
Call Details - Call Recordings and Call Duration getting automatically added to the tickets.
User Mapping - Map Exotel Agents to Freshdesk Users and enable Click-2-Call
Work on just one interface and improve your agent productivity by eliminating context-switching.

Configuration

Follow the following prerequisites and steps to configure the integration both at Exotel and Freshdesk end.

Prerequisites

In order to have a successful integration with the Freshdesk account, you must complete the following tasks:

Sign up for an Exotel Account.
Verify your account through phone or email.
Get your account KYC verified.
Purchase ExoPhone to be used by FreshDesk users/agents for inbound and outbound calls.
From API section, make a note of Account SID, API Key and API Token

Setting up of Exotel Integration

In order to set up the integration, follow these five steps:

Create Co-Workers and Group
Configure Freshdesk Plugin Call flow
Associate the call flow to the ExoPhones
Enable Integration
Map the Freshdesk User to Exotel Agents in the Integration interface and enable Click-2-Call (if required)

Step 1: Create Co-Workers and Group

To create co-workers and group in Exotel:

In my.exotel.com, go to ‘Co-workers and Groups’ section
Add all the co-workers corresponding to Freshdesk account, by clicking on Invite co-workers
Create a new group, by clicking ‘Add Group’ and add all the co-workers in that group

Step 2: Configure Freshdesk Plugin Call flow

In order to create the Freshdesk Plugin Call flow, follow these five steps:

Go to ‘App Bazar’ section and under ‘Custom Apps’ click on ‘Create’ button
Provide the App Name and click on OK.
Add a Connect Applet

Select the Group as created earlier, under ‘Dial a user or group’ option.
Under ‘Distribute Calls’ section, select ‘Sequentially’ and remaining options as shown below:

Under ‘Create popup…’ section, enter this URL (modify the Exotel account name in it by your Exotel account name:

URL: https://<exotel_APIKey>:<exotel_APIToken>@<middleware_subdomain>/v2/accounts/<accountSid>/call-events?event=pop

Middleware_subdomain: freshdesk.mum1.exotel.in

E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=pop

After the Call Conversation ends, add a Passthru. In that passthrough enter this URL (change the accountSid):

URL: https://<exotel_APIKey>:<exotel_APIToken>@<middleware_subdomain>/v2/accounts/<accountSid>/call-events?event=answered

Middleware_subdomain: freshdesk.mum1.exotel.in

E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=answered

In section ‘If Nobody Answers..’, select 'Go To' and add a Passthru. Enter the passthru URL (change the accountSid) as:

URL: https://<exotel_APIKey>:<exotel_APIToken>@<middleware_subdomain>/v2/accounts/<accountSid>/call-events?event=missed

Middleware_subdomain: freshdesk.mum1.exotel.in

E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=missed

Save the flow and click on Close.

Step 3: Associate the call flow to the ExoPhones

Go to ExoPhones section
Click on the button ‘Assign ExoPhones to Flow’ and select the flow created in Step 2 with the ExoPhone and click on ‘Attach Flow’
In the subsequent pop-up, click on OK and you can see the flow getting associated to ExoPhone.

Step 4: Enable Integration - Freshdesk App Installation

Login into Freshdesk account
Click on the settings icon

Click on Apps under Helpdesk Productivity.

Click on the Apps tab.
Search for Exotel CTI App
Click on the Install button

Open the FD App in separate tab & Capture Freshdesk API Key from Profile page:
Click on your profile picture on the top right and select 'Profile Settings'. In the sidebar on the right, you will find the API Key. In the sidebar on the right, you will find the API Key
Enter all required fields in the installation page

Freshdesk Domain

Enter the Freshdesk Domain (Ex: https://xyz.freshdesk.com).

Freshdesk API Key

Enter the Freshdesk API key

Region of Exotel Account

Select the region from the dropdown list.

Exotel SID

Enter the Exotel Account SID.

Exotel API Key (recommended to create a new API key & token for

Enter the Exotel API Key

Exotel API Token

Enter the Exotel API Token

EndPoint URL

https://freshdesk.mum1.exotel.in

Ticket Auto-Assignment to Agents

Enable the option to assign the tickets to the agents

Click to get agent roles

Enable the option to list the Agent Roles

Freshdesk Agent Roles

Select required roles from the dropdown list (Multiple roles can be selected) that can access the user Mapping Screen to map Freshdesk Agents to Exotel Mobile Numbers
Click on the Install Button.

Once Installation is complete, Refresh the page and verify that the Exotel CTI icon is added to the side panel successfully.

Step 5: User Mapping

Go to Home page (Dashboard)
Click on the Exotel CTI icon in the left panel. Pop up should open up
Click on Settings icon on top right corner
User Mapping panel opens up on the right side of the screen.
Click on New button and add User Details.
You can use Edit or Delete icon against each user to modify or delete the mapping.

Known Limitations:

On-Call Events: For both Incoming Call and Outbound Call pop-ups, the call events (like CallAnswered, Ringing, etc.) will not be triggered. Hence, once the call is over, click on ‘Answered’ and do the subsequent action.
Call Recording Upload: The call recordings will be uploaded under ticket details within an interval of 5 minutes. The agent need to refresh the Freshdesk ticket screen after 5 minutes of call completed, in order to see the respective call recordings.