With the Freshdesk Telephony Partner Extension with RingCentral, you can bring your RingCentral account into Freshdesk to meet your customer support needs. With this capability, you can:
Meet your ticketing needs and extend your Omnichannel capability
Offer a seamless customer experience
Improve agent productivity
Empower admins to improve processes
You can meet your customers where they are and avoid the hassle of having to switch your telephony provider.
A quick guide to integrating RingCentral with Freshdesk:
Find the RingCentral app in the apps section of your Freshdesk account
Alternatively, you can install the RingCentral app from the Freshworks marketplace
Provide the Freshdesk API key
Create your RingCentral JSON web token from the RingCentral admin dashboard
Specify the client ID: "-U89Sk7_SHCNbsFZ1xRUGg" to generate the JSON web token
Enter it on the installation screen
Provide your Freshdesk domain and callID field name
Mention when you want the ticket to be created, and hit Save
Once added, click on the RingCentral icon in the left navbar to load the widget
Click on Sign in, and enter your RingCentral credentials in the window that opens
Choose your digital line number, and click ‘I Accept’
The RingCentral agent adapter is now set and ready to use
If you are using Freshdesk Contact Center within your Freshdesk account, you can disable it for your agents by following the steps outlined here.
A quick guide to using the integration:
Call widget - Agent functionalities:
Start a new call
Agents can start a new call using the dial pad or from the ‘Contacts’ tab by selecting a contact.
Agents can perform call actions from within the widget itself, like
Putting a call on hold/mute
Recording a call
Transferring a call to another agent/supervisor (Warm/Cold transfer)
Adding other agents/supervisors to an ongoing call
Receive a call
Agents will receive a call only when their status is set to ‘Available’.
Transfer a call
Agents can warm/cold transfer an ongoing call to another agent or supervisor.
Click to Dial
If agents want to quickly dial a number from the Contacts page or any other page, they can click the ‘Call’ icon next to the number, and it will get auto-populated in the RingCentral dialer.
Change agent status
Agents can change their availability status from the Settings tab.
Agents can view and listen to their voicemail messages by clicking on the Messages tab from the RingCentral widget within Freshdesk.
View call history
Agents can view their past calls and all related details from the ‘History’ tab.
Adding call notes
Agents can add call notes by clicking on the call notes icon next to the relevant call from the ‘History’ tab.
Automatic ticket creation
Tickets are automatically created in Freshdesk for attended calls as well as voicemails. All added notes will also be available in the ticket.
Agents can manage general settings from the Settings tab, like setting their
Setting their region and area code
Accepting calls on Call Queue
Auto log calls
and more from within the widget.