You can follow these steps to activate your Freshdesk integration with CallHippo and create tickets for each one of your calls

On Freshdesk



   

  • Go to your Profile icon on the top right corner and click on it. In the drop-down menu, click on "Profile Settings".

 




  • Find and copy your "API key".




On CallHippo

  • Login to your CallHippo account.
     

  • Go to the Sidebar and click on "Integrations".

 



  • Click on the "Connect" button in front of "Freshdesk".

 


  • Once you click on the connect button, you will get a pop-up asking for your API key and domain name (which you copied from the URL in previous steps). Enter the details and click on "Connect Now".




  • Once you click on Click Now, you will get a message saying your account with Freshdesk will be integrated soon. You will get notified about the same via an email and your integration status will be "in progress".


  • Once the integration is successful and the process is completed, your integration status will be "integrated" as shown below :





  • So now you have successfully integrated your freshdesk account with your CallHippo account and your existing data is synced with CallHippo.
  • But to sync new data that is being created in Freshdesk, you need to create several webhooks, which are explained as below :
  • Webhooks
  • Here we will create a total of 4 webhooks, which are as follows
  • But before creating a webhook, please copy and note down your CallHippo user ID somewhere. Steps to find your CallHippo user id as follows :

  • Click on "Users & Performance".It will redirect you to the user settings page.

  • Now copy the highlighted portion shown in the below image and note it down.



1. Create "Add new ticket" webhook

  • Go to your Freshdesk dashboard and click on the "Admin" tab as shown below:




  • Then under the "Workflows" section click on the "Automation" icon as shown below:

 



  • Now Under the ticket creation tab, click on "New Rule".



Now insert the details as shown below :

  • Rule Name: Add New Ticket

  • Description: Called when a new ticket with Open Status is created

  • Then select the "Match ANY of the below" radio button.

  • Below that under the "Conditions" section, in a dropdown

    • Select Condition: Status

    • In the next dropdown, select "Is"

    • And then in the next dropdown select "Open".



Then under the "Actions" segment,






 2. Create "close ticket" webhook

  • Go to your Freshdesk dashboard and click on the "Admin" tab as shown below: 


  • Then under the "Workflows" section click on the "Automation" icon as shown below:

 


Now insert the details as shown below:


  • Now click on the "ticket updates" tab, and click on "New Rule"

  • Rule Name: Close Ticket

  • Then under the "When an action is performed by" section select the radio button against the "Agent or Requester" label.

  • Below that under the dropdown sections

    • Select Event: Status is changed

    • From: Open

    • To: Closed


Then under the "Actions" segment,


 


3. Create an "Open ticket" webhook

  • Go to your Freshdesk dashboard and click on the "Admin" tab as shown below :




  • Then under the "Workflows" section click on the "Automation" icon as shown below:




Now insert the details as shown below :

  • Now click on the ticket updates tab, and click on New Rule:

  • Rule Name: Open Ticket

  • Then under the "Action performed by" section select the radio button against the "Agent or Requester" label.

  • Below that under the "dropdown" sections

    • Select Event: Status is changed

    • From: Any Status

    • To: Closed



Then under the "Actions" segment

 


 


3. Create a "Delete ticket" webhook

  • Go to your Freshdesk dashboard and click on the "Admin" tab as shown below:

 



  • Then under the "Workflows" section click on "Automation" icon as shown below :



Now insert the details as shown below:

  • Now click on the ticket updates tab, and click on New Rule

  • Rule Name: Delete Ticket

  • Then under the "Action performed by" section select the radio button against the "Agent or Requester’ label.

    • Below that under the "dropdown down" sections

    • Select Event: Ticket is

    • Select ‘deleted’ in a dropdown next to "Select Event"



 


Hurray! You have successfully integrated Freshdesk with CallHippo.


Features:

  • All the contacts of the freshdesk will get synced in the Callhippo.

  • If an incoming/outgoing call is there on the freshdesk contacts which are synced with the Callhippo then a call activity will be shown in the tickets. 



Click on the ticket




Once the click-to-call extension is installed it will appear in front of all numbers and as soon you click on the icon the call will be made.