Freshdesk PBX-3CX Integration

Introduction

3CX provides a Freshdesk PBX-3CX integration. Configuration is done on the server side, in an easy and direct way. This integration gives many benefits to 3CX and Freshdesk users, namely:

  • Contact Synchronization – An incoming call from an external number triggers a contact lookup in your CRM, and the contact details are added to 3CX Contacts. This way, the caller’s name is automatically shown on your phone screen when you receive a call.
  • Call Popup – When using the 3CX Web Client, the customer record is shown to you automatically when you receive an incoming call.
  • Call Journal – Calls are recorded as call notes in the CRM.
  • Create a new contact automatically when a call is received from an unknown number.
  • Click to Call – Launch calls directly from Freshdesk via 3CX, using the 3CX browser extension Click2Call .

In this guide, we will take you through the steps needed to set up your Freshdesk with the 3CX server side.

Freshdesk Configuration

  1. Log in to your Freshdesk account as the account owner
    (an agent or admin does not have the required privileges)!
  2. Click your profile icon at the top right of the screen and select ” Profile Settings “ .
  3. On the right side you will see your API key.

3CX CRM Server Side Configuration

Contact Matching Strategy

  1. The Freshdesk PBX-3CX integration requires phone number lookups to be done using the entire number. If the integration asks Freshdesk to use a subset of digits, Freshdesk will not return any data.
  2. Go to the Management Console > Contacts > Options and set the matching strategy to “Exact match”.

General Settings

  1. Log in to the 3CX management console > the “Settings > CRM Integration > Server Side” tab .
  2. Select Freshdesk from the dropdown list.

  1. In the API Key field, enter the value you got from the previous step.
  2. For the Domain section, enter the hostname of your Freshdesk account. For example, if your Freshdesk URL is https://abc.freshdesk.com/ enter “abc” .

Call Journal

  1. If you want to report external calls to the CRM, tick the Enable Call Journaling checkbox and configure the parameters below. Please note that this feature is only available for 3CX v16 and newer installations.

2. The Contact Creation parameters are:

  • New Contact Name – The name of the newly created Contact

3. Please note that you can use variables in the name field. Variables are defined between [], for example the external number is defined as [Number]. The available variables are:

  • Number – The external contact’s number (the number called for outbound calls or the caller’s number for inbound calls).

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