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.
SuperReceptionist connector in Freshdesk allows you to:
Track incoming calls from customers
Create tickets with phone numbers
Merge phone numbers with existing ticket details
Direct incoming calls from customers to respective agents
Make outbound calls using Click-to-Call feature
Track outbound calls
Prerequisites:
You must be an Admin User of your Freshdesk account.
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
Procedure:
Get your SuperReceptionist Virtual Number and API Key
Login to your SuperReceptionist account to get the API Key and Virtual Number
2. Get SuperReceptionist API key
Navigate to ‘Settings’
Go to ‘Call Flow
Scroll down to the bottom of the page in Plan Settings to find the API key of your SuperReceptionist account
Navigate to Settings
Select Integration
4. How to find Domain Name?
Login to Freshdesk account
5. Get Freshdesk API key
Login to Freshdesk (as you already have)
Copy and paste the API key on Freshdesk configuration
The SuperReceptionist number will be your virtual number
Click on ‘Enable’
Your Freshdesk is configured with SuperReceptionist
Important: Click on ‘Missed Call’ to view call details and a ticket will be generated to the customer’s number. If you get a miss call or bridge call from the same number, the ticket will be updated.
6. Install Knowlarity plugin into your Freshdesk application
Login to Freshdesk
Click on ‘Native integrations’ tab
7. To enable SuperReceptionist
Click on ‘DISABLED’ button
Enter Knowlarity’s number and API key
The screen will show ‘ENABLED’ instead of ‘DISABLED’ button
8. Enter agent details
Ensure that Freshdesk number is your agent’s number
Go to ‘Profile Settings’
Important: Please note that the phone number should be 10 digit only.
9. All about Popup
During an incoming call, a Popup will come along side the phone icon with previous call details
You can select ‘Save’ or ‘Save as new ticket’
If you select ‘Save as new ticket’ , a fresh ticket will be generated
In case of ‘Save’ the existing ticket will be updated
In case of ‘Save as new ticket’, a notification will appear
You can select ‘Save’ or ‘Save as new ticket’
If you select ‘Save as new ticket’ , a fresh ticket will be generated
In case of ‘Save’ the existing ticket will be updated
You can check the new ticket created under Tickets
11. System Requirements
The following browsers are recommended: Chrome(recommended)and Firefox