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2 // A Guide to the Talkdesk and Freshdesk Integration // table of contents // 01 // Overview & Advantages of the Talkdesk and Freshdesk Integration // // 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 // // Activate the Integration // 17 // Get Your Freshdesk API Key // 18 // Activate the Freshdesk Integration in Talkdesk // // Setup Automated Tasks // // Call Directly From Freshdesk // 27 // 2

3 // Introduction // Welcome to Talkdesk! // talkdesk was built with the agent in mind. 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 love it as much as we do! // 3

4 // A Guide to the Talkdesk and Freshdesk Integration Overview & Advantages of the Talkdesk and Freshdesk Integration 1 // 4

5 // Overview & Advantages of the Talkdesk and Freshdesk Integration // Talkdesk brings all the benefits of an enterprise-level call center to your business. // 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 can result in confusion, disorganization and a decline in customer satisfaction and sales. The Talkdesk Freshdesk integration resolves these issues. // 5

6 // Overview & Advantages of the Talkdesk and Freshdesk Integration Talkdesk has now combined the power of our call center software with the functionality of your favorite helpdesk solution. Here are some of the benefits of the Talkdesk and Freshdesk integration: // All previous tickets, s, 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 s, voic s and chats with one click. // Automate tasks to save your team time and effort. // One minute, simple setup. // All of your Freshdesk contacts will be automatically uploaded into Talkdesk. // Simple to use - virtually no ramp-up time needed. // 6

7 // A Guide to the Talkdesk and Freshdesk Integration 6 Ways to Use the Talkdesk and Freshdesk Integration 2 // 7

8 // 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 // Search for and open Freshdesk contacts from Talkdesk // 8

9 // 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, , address, website, etc.). As the phone rings, comprehensive information about the caller is displayed. // 9

10 // Know the Entire History of the Caller 2.2 // Know the Entire History of the Caller Talkdesk also retrieves the caller s previous interactions (tasks, cases, notes, etc.) with your company from Freshdesk. Talkdesk shows the entire history of the caller in their activity tab. // 10

11 // 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 always be informed with accurate information. // 11

12 // Update Freshdesk Data Without Leaving 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 You can either create or update contacts in Freshdesk by selecting the relevant action in freshdesk actions board. This information will be automatically added to Freshdesk as well as Talkdesk. // 12

13 // 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. We pre-fill information for improved productivity. // 13

14 // 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 Talkdesk. // 14

15 // Search for and Open Freshdesk Contacts From Talkdesk 2.6 // Search for and Open Freshdesk Contacts From Talkdesk // Search for Freshdesk contacts In Talkdesk, click on the contacts tab. from the dropdown list in the search bar (this step is helpful, but not necessary). Select the search criteria phone, company ) from the dropdown list. Click search. Select freshdesk (i.e. name, , // 15

16 // Search for and Open Freshdesk Contacts From Talkdesk // Open Freshdesk contacts from Talkdesk Click on the name of the contact that you would like to view. Click on the profile tab to view the contact s name, , phone number, etc. Click on the activity tab to view recent calls, voic s, live chat transcripts, notes, cases, tickets, etc. // 16

17 // A Guide to the Talkdesk and Freshdesk Integration Activate the Integration 3 // 17

18 // 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. // Copy the API Key that you can find in the your api key section. // 18

19 // 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. // Fill out the form with your Freshdesk credentials. // 19

20 // Activate Your Freshdesk Integration in Talkdesk You will then enter your Freshdesk subdomain and the API key that you copied from Freshdesk. Then, select the appropriate boxes to synchronize contacts, interactions and conversation history. 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 Talkdesk and Freshdesk. // 20

21 // A Guide to the Talkdesk and Freshdesk Integration Setup Automated Tasks 4 // 21

22 // 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 voic , 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 team provides to customers. // 22

23 // Setup Automated Tasks 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. // Click on save. // 23

24 // Setup Automated Tasks 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. Select the trigger as when an outbound call ends in Talkdesk then create a ticket in Freshdesk. Talkdesk will automatically create a new ticket with your customized message to Freshdesk each time a call ends in Talkdesk. // 24

25 // Setup Automated Tasks 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 url trigger field) // 25

26 // Setup Automated Tasks // {contact. }} (drag the contact 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. // 26

27 // A Guide to the Talkdesk and Freshdesk Integration Call Directly From Freshdesk 5 // 27

28 // 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, voic s, 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 using Talkdesk. It s as simple as that. All calls will be made and received through your browser and none of your information will be exchanged with Talkdesk or third-party servers. // 28

29 // Call Directly From Freshdesk // How to Install // Install the extension from: adjgicoimjhccdcjgepkmigomegpjplg?authuser=2 // Log into your Talkdesk account. // Navigate to Freshdesk and start calling. Call using Talkdesk 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. // 29

30 // A Guide to the Talkdesk and Freshdesk Integration Thanks and we hope you love using Talkdesk as much as we do! Talkdesk is as powerful as enterprise call center software with the simplicity and price of a business phone. Feel free to contact us at support@talkdesk.com if you have any issues, suggestions or just want to say hi! Share This Guide // 30

31 // A Guide to the Talkdesk and Freshdesk Integration // 31