// table of contents //

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A Guide to the Talkdesk and Freshdesk Integration

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01 // Overview & Advantages of the

Talkdesk and Freshdesk Integration // 04 02 // 6 Ways to Use the Talkdesk

Freshdesk Integration // 07

// Readily Available Caller Profile Information // 09

// Know the Entire History of the Caller // 10

// Two-way Synchronization // 11

// Update Freshdesk Data Without Leaving Talkdesk // 12

// Call Freshdesk Contacts Directly From Talkdesk // 14

// Search for and Open Freshdesk Contacts From Talkdesk // 15

03 // Activate the Integration // 17

// Get Your Freshdesk API Key // 18

// Activate the Freshdesk Integration in Talkdesk // 19

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// 3 talkdesk © www.talkdesk.com

// Introduction

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Welcome to Talkdesk!

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talkdesk wasbuilt with theagent inmind. We made sure that everything you should know about each customer pops up on your computer screen, when they call. Talkdesk makes it easy for you to answer, make calls, edit customer information and write notes about your calls.

This manual will help with the Talkdesk and Freshdesk

integration, provide more information about the functionality and

offer tips on how to implement the most popular automated tasks. We really hope Talkdesk makes your job easier and that you

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//

Overview & Advantages

of the Talkdesk and

Freshdesk Integration

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// Overview & Advantages of the Talkdesk and Freshdesk Integration

Freshdesk is a great tool to help your business maintain and strengthen customer relationships.

In a typical situation (without the integration) agents receive a call, ask the caller their name, open Freshdesk and hope that the information about the customer is up-to-date. Then, they most likely manually enter information into the Freshdesk while

the customer is on the call.

This inefficient process canresult in confusion, disorganization and adecline incustomer satisfactionand sales.

The Talkdesk Freshdesk integration resolves these issues.

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// Overview & Advantages of the Talkdesk and Freshdesk Integration

Talkdesk has now combined thepower ofour callcentersoftware with thefunctionality ofyour favorite helpdesk solution.

Here are some of the benefits of the Talkdesk and Freshdesk

integration:

// All previous tickets, emails, chat and phone interactions will

automatically be displayed in one interface, as the customer calls.

// Two-way synchronization allows your agents to update information

in Freshdesk and Talkdesk will automatically be updated as well

(and vice versa).

// Close and create tickets from one interface.

// Assign emails, voicemails and chats with one click.

// Automate tasks to save your team time and effort.

// One minute, simple setup.

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A Guide to the Talkdesk and Freshdesk Integration // 7 talkdesk © www.talkdesk.com //

2

6 Ways to Use

the Talkdesk and

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// 6 Ways to Use the Talkdesk and Freshdesk Integration

Here are six of the most powerful functions of the Talkdesk

Freshdesk integration:

// Readily available caller profile information

// Know the entire history of the caller

// Two-way synchronization

// Update Freshdesk data without leaving Talkdesk

// Call Freshdesk contacts directly from Talkdesk

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// Readily Available Caller Profile Information

2.1 //

Readily Available Caller Profile Information

Talkdesk retrieves all of the customer information from

Freshdesk (name, company, job title, phone number, email, address, website, etc.).

As the phone rings, comprehensive information about the caller

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// Know the Entire History of the Caller

2.2 //

Know the Entire History of the Caller

Talkdesk also retrieves the caller’s previous interactions

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// Two-way Synchronization

2.3 //

Two-way Synchronization

Talkdesk automatically synchronizes information from call logs, recordings and notes into the contact’s profile in Freshdesk. With this seamless synchronization, agents will

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// Update Freshdesk Data Without Leaving Talkdesk

This information will be automatically

added to Freshdesk as well as Talkdesk.

2.4 //

Update Freshdesk Data Without Leaving Talkdesk

Agents can manually create and update contacts, notes and cases in Freshdesk, without leaving the Talkdesk interface. Save your agents

time and increase efficiency by eliminating the need to update

information in multiple systems.

// Update profile information

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// Update Freshdesk Data Without Leaving Talkdesk

// Create tickets

Send data to your Freshdesk account with one click.

You can create a new ticket in Freshdesk directly from the Talkdesk interface.

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// Call Freshdesk Contacts Directly From Talkdesk

2.5 //

Call Freshdesk Contacts Directly From Talkdesk

Agents can call Freshdesk contacts

directly from Talkdesk with the click of a button and they can identify existing ones when they call. You can also view

comprehensive information about the

caller as the phone rings.

// Identify the phone number that was called.

// Mute the call, place the call on hold or transfer the call to another agent.

// Create a ticket and send information to Freshdesk without leaving

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// Search for and Open Freshdesk Contacts From Talkdesk

2.6 //

Search for and Open Freshdesk Contacts From

Talkdesk

// Search for Freshdesk contacts

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// Search for and Open Freshdesk Contacts From Talkdesk

// Open Freshdesk contacts from Talkdesk

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//

3

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// Get Your Freshdesk API Key

Freshdesk integration setup is quick and easy. No programming

is required, just enter your Freshdesk account information and the integration process is complete. Follow these steps to activate the integration:

3.1 //

Get your Freshdesk API Key

To activate your Talkdesk and Freshdesk integration, you first need an API Key.

// Log into your Freshdesk.

// Click “profile” then “settings” on the top menu.

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// Activate Your Freshdesk Integration in Talkdesk

3.2 //

Activate Your Freshdesk Integration in Talkdesk

// Log into your Talkdesk account as an Administrator.

// Click on the “admin” tab at the top of the page.

// Select the “integrations” tab and click on the Freshdesk “connect” button.

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// Activate Your Freshdesk Integration in Talkdesk

Once you have completed these steps click “save” and that’s it!

The Talkdesk and Freshdesk integration is now complete!

Information will be automatically synchronized between

You will then enter your Freshdesk subdomain and the

API key that you copied from Freshdesk. Then, select

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//

4

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// Setup Automated Tasks

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems.

You can create the following rules (and more) to keep your agents busy work to a minimum:

// When a call goes to voicemail, create a ticket with the recording in Freshdesk

// When a call is missed, create a new ticket in Freshdesk

// When a call ends, update an existing customer in Freshdesk

// When a new contact calls, create a new customer in Freshdesk

// When a contact is updated in Talkdesk, update the customer in Freshdesk

Automated tasks will help to streamline the support and sales process and enhance the quality of service that your

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To configure an automated task, please follow these steps:

// Log into your Talkdesk account as an Administrator.

// Click the Admin tab.

// Click on Integrations and click the Freshdesk

“settings” button.

// Click on “add new automated task”.

// Customize the automated task according to your needs.

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example:

Follow these steps to set up an automated task for outbound calls in Talkdesk. When an outbound call ends, Talkdesk will create a new ticket in Freshdesk.

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You can customize the information sent to Fresdesk by dragging

the relevant fields into the text boxes, such as:

// Subject: Outbound call to {{customer_phone_number}}

(drag the “called number” trigger field)

// Description:

› To: {{talkdesk_phone_number}} (drag the “talkdesk number” trigger field)

› Recording: {{recording_url}} (drag the “recording

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//

// Email: {contact.email}} (drag the “contact email”

trigger field)

// Status: Open

// Priority: Medium

Once finished, click “save” to activate the automated task. You can disable this trigger by turning it off anytime.

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// Call Directly From Freshdesk

With the Google Chrome Extension, your agents can use Talkdesk to call customers directly from their favorite Helpdesk, CRM,

sales software or any other website. All they need to do is click on

the phone number and Talkdesk will take care of the rest. The

Talkdesk click-to-call feature gives your agents all of the functionality of Talkdesk (i.e. IVR, waiting queues, advanced routing, voicemails, etc.) directly from the interface of your favorite software.

Once you install the Talkdesk Google Chrome Extension, it will intelligently scan your current systems and add a link to each phone number. Once your agent clicks the link, the call will be made

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// Call Directly From Freshdesk

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How to Install

// Install the extension from:

https://chrome.google.com/webstore/detail/talkdesk/ adjgicoimjhccdcjgepkmigomegpjplg?authuser=2

// Log into your Talkdesk account.

// Navigate to Freshdesk and start calling.

Click-to-call functionality from SaaS products and your

favorite websites will allow your agents to stay busy speaking with customers, rather than searching for their phone numbers.

Save your agents time and frustration and allow them to focus on what really matters.

Call using Talkdesk

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//

Thanks and we hope you love

using Talkdesk as much as we do!

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