Freshdesk
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Managing calls in Freshdesk
Answer and make calls directly in Freshdesk. With Telavox’s app in Freshdesk, you’ll have total control over transferring and putting calls on hold, while staying focused on your customers.
Log calls and tickets in real time
Full overview of previous calls and cases
See the customer’s history of incoming or ongoing calls. Recent calls and tickets are presented and linked, so you can quickly click through to the relevant ticket or contact in Freshdesk.
Quick access to important customer information
By viewing previous interactions, you can personalise your communication and provide a more relevant, tailored service on the spot.
Synchronize information to Telavox
When you answer calls in Telavox, relevant customer information is automatically pulled from Freshdesk. You’ll instantly see the caller, company name, email and account manager responsible – all to provide the best possible service from the first second.
Quick access to the customer card
All calls you handle in Telavox are automatically linked to the right contact in Freshdesk. This gives you instant access to the customer’s complete history, the ability to record call notes, and a clear overview of ongoing cases and opportunities. This streamlines both your follow-up and ongoing customer care efforts.
Requirements for Telavox app in Freshdesk
- Telavox CRM Integration add-on.
- Salesforce Enterprise Edition with Lightning apps.
- Read & write access to: Account, Case, Contact, Lead, Task objects.
Install from the Marketplace
- Find the Telavox app in the Freshworks Marketplace.
- Press “Install” and follow the instructions.
To install the app, you need your Freshdesk API Key and Freshdesk Domain(mycompany.freshdesk.com).
Log in to Freshdesk
- In the navigation menu, click on the Telavox logo.
- Log in with your Telavox credentials.
Requirements for contact lookup in Telavox
- Telavox Contact Lookup extension.
- To get started with contact lookup, make sure the account you are using has API access.
Installing contact lookups
- Install Freshdesk Contact Lookup in the Telavox admin portal (App Directory).
- Fill in your Freshdesk login details.
- Press “start integration”.
Adding contact lookups to users
- In the Telavox admin portal, navigate to Users -> Call Widgets.
- Select the users who should have contact lookups.
- Click on “Add” in the section on the right.
- Select the Salesforce Lookup Widget.
Other information
Benefits of integrating Freshdesk with Telavox
Optimise your customer communication by integrating Telavox with Freshdesk.
Save time, improve customer experience and streamline workflows for your team.
More effective customer service
Manage all your phone calls directly in Freshdesk. Save time by having all the information in one place and increase the efficiency of every customer contact.
Personalised customer experiences
Reduced administration
Frequently asked questions and answers
What can I do with Telavox integration with Freshdesk?
- Make and receive calls directly in Freshdesk
- See customer information automatically on incoming calls
- Manage call history and customer data in one place
- Transfer and park calls directly in Freshdesk
What licenses do I need?
- A Telavox license
- A Freshdesk license with administrator rights
- Telavox CRM integration add-on
How does contact lookup work?
- Telavox automatically retrieves customer information from Freshdesk when a call comes in
- You can see all relevant customer data directly in the call
Get a tailored demo and quote for your business
- Book a demo
- Get a free quote
- Exploring use cases
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