Integration with FreshDesk

Technical Prerequisites

Freshdesk Account
- Admin rights to install private apps or API keys.
Browser Support
- Preferably Chrome and Edge
Permissions Required
- Freshdesk Admin role for app installation and scope granting.

Core Features & Behaviors

Feature	Description
Click to Call	Standard CTI Click-to-Call (C2C)
Screen Pop	When a call is connected to the agent, CloudAgent searches for the customer using the phone number. • If a matching record is found, a new ticket is created and opened in FreshDesk. • This ensures agents have immediate context to respond efficiently.
Ticket Creation/Updation	• Upon connection, CloudAgent attempts to create a ticket based on the settings configured in both the CloudAgent portal and FreshDesk app settings. • If ticket creation fails (due to request/response errors or missing field mappings), CloudAgent retries ticket creation on subsequent call events like busy agent, call drop, or disposition. • Once the ticket is successfully created, all relevant fields are updated automatically on subsequent events based on integration configuration.

Feature

Description

Click to Call

Standard CTI Click-to-Call (C2C)

Screen Pop

When a call is connected to the agent, CloudAgent searches for the customer using the phone number.

• If a matching record is found, a new ticket is created and opened in FreshDesk.

• This ensures agents have immediate context to respond efficiently.

Ticket Creation/Updation

• Upon connection, CloudAgent attempts to create a ticket based on the settings configured in both the CloudAgent portal and FreshDesk app settings.

• If ticket creation fails (due to request/response errors or missing field mappings), CloudAgent retries ticket creation on subsequent call events like busy agent, call drop, or disposition.

• Once the ticket is successfully created, all relevant fields are updated automatically on subsequent events based on integration configuration.

Installation of the CloudAgent app

Login to FreshDesk account.
Click on the 'Settings' icon on the left navigation and search for apps as shown below.
Search for the 'KooKoo CloudAgent' app & click 'Install'.
Input the API key in the KooKoo CloudAgent installation page (refer to the 'Steps to get the API Key' section).
The KooKoo CloudAgent widget will be available on the bottom left navigation as shown below.
To customize the KooKoo app, go to 'Admin Settings'.
1. Search for apps and click on Manage apps
2. Select 'Go to Developer Portal' and click on 'New App'
Select 'Custom App' and provide a name for the app.

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Upload the zip file provided by Ozonetel and click 'Proceed'

Steps to get the API Key

Click on the profile picture in the top right corner and click on 'Profile Settings'.

Select the 'View API Key' tab on the Profile Settings page to view the API key.
Copy the API key and paste in the KooKoo CloudAgent installation page.