The Ringover integration for FreshDesk allows you to centralize your customer support communications and connect with clients via their preferred methods. In this guide, you’ll learn how to set up the integration to easily manage call logs, sync contacts, and boost your agents' productivity.
Prerequisites
Before installing the integration, ensure you meet the following requirements:
- You must have a Ringover business account.
- You need to be a Ringover admin with access to the dashboard.
- You need to be a Freshdesk admin.
Integrate Ringover with FreshDesk
1. Retrieve your API Key and activate
To connect the two platforms, you first need to generate an API key from FreshDesk.
Click on your profile picture in the top right corner of the FreshDesk screen.
Go to Profile settings.
Click on the View API key button and copy the key.
Go to the integration page in your Ringover dashboard.
Click on Activate
Enter your FreshDesk URL and paste your API key.
2. Configure the setup in Ringover
The integration is activated automatically for all agents using the same email address on both Ringover and FreshDesk. However, you can also pair accounts manually if their emails differ.
Once linked, you can customize a wide range of settings to perfectly fit your workflow :
Manage call types: Specify exactly which types of calls (inbound, outbound, missed) should be logged.
Include recordings in call logs: Activate this option to add calls between team members to the call log.
Restrict access to recordings: Choose to add recordings to the call history and restrict access to them if necessary.
Select the phone numbers
Select the SMS messaging numbers
Manage users by linking users with an account
Assign missed IVR calls to an user
Log internal calls : Activate this option if you want to log calls between Ringover agents
Empower Insights: Add Empower transcriptions and summaries directly to the call history. A summary and a link to the full transcription will appear in the activity card's comments section
- Activate or deactivate the option to include scenario name for incoming IVR calls logs.
- Type of ticket created (question, incident, problem, feature request, refund)
- Logs display language : Select the language that you want your logs to be displayed in
- Custom URL: Enter your tool’s URL to sync your contacts. For example: "https://app.yourintegration.com"
- IVR callback ticket tag
- Link tags to activity type
- Ticket priority (low, medium, high, urgent).
- Include time entries in tickets
- Activate or deactivate : Are time entries billable ?
- Create contact for calls
- Create contact for SMS messages
Logs for transferred calls : Choose how logs should be recorded when calls are transferred between your team members.
Create contact for WhatsApp messages
Contact Synchronization (v4)
Sync contacts on a call-by-call basis : Activate this to extract contact details from your CRM and store them in your Ringover account only when you make or receive a call from that specific contact.
Display Contact Info: Choose to display a contact's information during a call. Their details will only be saved in Ringover if the "sync call-by-call basis" option is activated.
Tickets : Select how you want to create tickets for specific call or message types, then assign a status in your CRM.
Mapped fields: Select the Freshdesk fields you want to add to the Info section of your dialer.
Here is how the integration is going to appear on FreshDesk:
🎉 You now know how to fully integrate and configure Ringover with FreshDesk to streamline your customer support!