Integration with FreshService

This guide will walk you through integrating CloudAgent with FreshService to enhance your customer support experience.

1. Log in to Your FreshService Account

   1. Go to the FreshService Login Page.
   2. Enter your credentials and log in to your account.

2. Access the Admin Tab

   1. Once logged in, navigate to the Admin tab in the left-hand menu.

3. Install the CTI Framework

   1. In the Admin tab, search for Apps and open the Apps section.

      

   2. Use the search bar to look for CTI Framework.

   3. Click on the CTI Framework app and select Install.

      

   4. After installation, you will be redirected to the CTI Settings page.

4. Configure CTI Settings

   1. Enable the Softphone Iframe

      1. Locate and enable the Enable Softphone Iframe option.
      2. In the URL for Iframe field, enter the following URL format:
         https://[FreshService Domain]?crm=freshservice&responder_id={{agent_id}}
      3. Adjust the iframe's length and width as needed to fit your interface.
      
      

5. Configure Click-to-Dial

   1. Enable the Configure Click to Dial option.
   2. In the Callback URL field, enter the appropriate callback URL.
   3. Save the settings.
   
   

6. Configure FreshService Settings in CloudAgent

   1. Log in to your CloudAgent admin account.
   2. Navigate to Admin Settings -> Integration.
   3. You will see two settings for FreshService:
      1. FreshService Host: In this field, add your FreshService account domain name.
      2. API Key: Add your FreshService account API Key.

Once these steps are completed, the CloudAgent toolbar will appear on your FreshService interface upon login.