How do I integrate Super receptionist with the Freshdesk mint

How do I integrate Super receptionist with the Freshdesk mint

Overview

SuperReceptionist is a personal reception hosted virtually in a cloud telephony environment.

Freshdesk is a cloud-based software provider. It is a customer support software, which brings together multiple communication channels like email, phone, and social networks; and makes it easier for businesses to communicate with customers.

If you are using SuperReceptionist for your business, you can integrate it with Freshdesk to capture leads along with phone numbers directly from your Freshdesk account.


Description

SuperReceptionist connector in Freshdesk allows you to:

  • Track incoming calls from customers

  • Create or Link tickets with phone numbers

  • Direct incoming calls from customers to respective agents

  • Make outbound calls

  • Track outbound calls


Prerequisites:

  • You must be an Admin User of your Freshdesk account.

  • Your Freshdesk account should be in the mint version.

  • Your SuperReceptionist panel should be in Advance Plan or above to make use of SuperReceptionist integrations

  • Your Freshdesk plan must support telephony integration

  • You are using Knowlarity’s SuperReceptionist service which is configured and active


Instructions


Authentication

  1. Via access key


Procedure:

  1. Get your SuperReceptionist Virtual Number and API Key

  • Login to your SuperReceptionist account to get the API Key and Virtual Number

  • Your SuperReceptionist phone number is your Virtual Number




2. Get SuperReceptionist API key

  • Navigate to ‘Settings’

  • Go to ‘Call Flow

  • Select ‘Plan Settings’




  • Scroll down to the bottom of the page in Plan Settings to find the API key of your SuperReceptionist account

  • Make note of the API key





3. Get Freshdesk API key

  • Login to Freshdesk (as you already have)

  • Go to ‘Profile Setting’ and scroll down to get the API key



4. Configuring Freshdesk

  • Navigate to Settings

  • Select Integration

  • Click on ‘Enable Now’ to configure Freshdesk





  • Fill up the required information in the corresponding fields






5. How to integrate Freshdesk with SuperReceptionist?

  • Login to Freshdesk account

  • Navigate to Admin->Apps->More Apps



  • Search for Knowlarity App



  • Click on App and then Install button






  • Your SuperReceptionist App is ready to use after successful installation in Freshdesk.
Next step is update agent in Freshdesk
  • Click on Profile setting on Top right corner of Profile icon.
  • Update agent number in mobile column and click on "Save changes".




Features List

Agent Status controls (call centre accounts)

Ability to change the agent availability status with SR




Live Call controls

Incoming Calls

Contact name will be a hyperlink to the contact page.

  • Incoming call: Agent ringing



  • Incoming call: Agent picked up and call notes



  • Incoming call: Link with previous ticket







Outgoing Calls






Upgrade App from Freshdesk old version to Mint

  • Click on SR settings->Integration
  • Click on edit icon of Freshdesk integration


  • Click on "Migrate" button


...And your app is upgraded on a click.


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