Last updated: 2023-08-02

Source: https://support.freshdesk.com/support/solutions/articles/50000005477-freshdesk-telephony-partner-extension-with-ringcentral

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 Freshcaller 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.

    In-call actions

    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

    • and more.

    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.

    Voicemail

    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.

    Manage settings

    Agents can manage general settings from the Settings tab, like setting their

  • Availability Status
  • Call preferences
  • Setting their region and area code
  • Audio configurations
  • Accepting calls on Call Queue
  • Auto log calls

    • and more from within the widget.