Integration with FreshService
This guide will walk you through integrating CloudAgent with FreshService to enhance your customer support experience.
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Log in to Your FreshService Account
- Go to the FreshService Login Page.
- Enter your credentials and log in to your account.
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Access the Admin Tab
- Once logged in, navigate to the Admin tab in the left-hand menu.
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Install the CTI Framework
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In the Admin tab, search for Apps and open the Apps section.
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Use the search bar to look for CTI Framework.
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Click on the CTI Framework app and select Install.
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After installation, you will be redirected to the CTI Settings page.
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Configure CTI Settings
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Enable the Softphone Iframe
- Locate and enable the Enable Softphone Iframe option.
- In the URL for Iframe field, enter the following URL format for India instance:
https://agent.cloudagent.ozonetel.com/home?crm=freshservice&responder_id={{agent_id}}
- Adjust the iframe's length and width as needed to fit your interface.
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Configure Click-to-Dial
- Enable the Configure Click to Dial option.
- In the Callback URL field, enter the appropriate callback URL.
- Save the settings.
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Configure FreshService Settings in CloudAgent
- Log in to your CloudAgent admin account.
- Navigate to Admin Settings -> Integration.
- You will see two settings for FreshService:
- FreshService Host: In this field, add your FreshService account domain name.
- API Key: Add your FreshService account API Key.
Once these steps are completed, the CloudAgent toolbar will appear on your FreshService interface upon login.
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Updated 4 days ago