L'intégration Ringover dans Freshservice vous permet de centraliser la gestion de vos télécommunications directement au sein de votre solution ITSM. Dans ce guide, vous apprendrez à connecter votre compte Freshservice à Ringover, configurer vos accès et automatiser la création de vos tickets et le suivi d'appels.

Prérequis

Un compte Ringover Business ou supérieur.
Un compte administrateur ou technique dans Ringover.
Un compte administrateur dans Freshservice.

Connecter et configurer l'intégration Freshservice

1. Activer Freshservice dans Ringover

Renseignez les identifiants et accès de votre instance Freshservice pour autoriser la connexion avec Ringover.

Accédez à votre Dashboard Ringover.
Allez dans la rubrique Store > Intégrations.
Recherchez Freshservice et cliquez sur Activer.
Saisissez l'URL de domaine de votre CRM Freshservice.
Entrez votre Clé API Freshservice.
Renseignez l'ID de votre Workspace, puis validez la connexion.

2. Configurer les paramètres d'intégration

Personnalisez le comportement des créations automatiques de tickets et de synchronisation des données. Retournez dans Dashboard > Store > Intégrations et cliquez sur Configurer en face de Freshservice.

Call types: Define and manage categories for inbound, outbound, or missed calls.
Include recordings in call logs: Select which call audio recordings (e.g., "All files") are attached to call logs.
Restrict access to recordings: Toggle switch to limit user permission to access call recordings.
Phone numbers: View and manage connected phone lines or select specific numbers.
SMS messaging numbers: Select and manage phone numbers designated for SMS messaging.
Link users with an account: Map Freshservice users or agents to their corresponding system account via "Manage users".
Assign missed IVR calls to: Choose a specific user or team member (e.g., "Add user") to assign unhandled IVR calls.
Log internal calls: Toggle switch to automatically log internal team calls within Freshservice.
Include Ringover summaries in call logs: Toggle switch to attach Ringover call summaries to call logs.
Include scenario name in call logs (for incoming IVR calls): Toggle switch to append the specific IVR scenario name to incoming call logs.
Type of ticket created: Choose the default ticket record type created for logged interactions (e.g., "None").
Logs display language: Select the language used to display call log information (e.g., "en").
Ticket priority: Select the default priority level assigned to newly created tickets (e.g., "Low").
Log WhatsApp messages: Toggle switch to automatically save WhatsApp chat messages to CRM logs.
Create contact for calls: Choose when new contacts are automatically created during calls (e.g., "All calls").
Create contact for SMS messages: Choose which incoming/outgoing SMS messages trigger automatic contact creation (e.g., "All").

Create contact for WhatsApp messages: Toggle switch to automatically generate new Freshservice contacts from WhatsApp conversations.
Sync contacts (v4): Toggle switch to enable general contact synchronization with Freshservice.
Sync contacts on a call-by-call basis: Toggle switch to execute contact synchronization individually as each call occurs.
Display contact's info during call and only store their info if call-by-call basis is activated: Toggle switch to show contact details on the dialer during calls while conditionally restricting data storage unless call-by-call sync is enabled.
Tickets: Section to configure the ticket pipeline where calls, SMS, and WhatsApp messages will be logged via "Configure".
Mapped fields: Select Freshservice fields to display in the dialer's Info section via "Add or edit fields".

🎉 Vous savez maintenant comment connecter et configurer l'intégration Freshservice pour automatiser le suivi de vos tickets et appels !