With the Freshdesk Telephony Partner Extension with Aircall, you can bring your Aircall 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 Aircall with Freshdesk:
Find the Aircall app in the apps section of your Freshdesk account
Alternatively, you can install the Aircall app from the Freshworks marketplace
Provide the Freshdesk API key
Create your Aircall API ID and API token from the Aircall admin dashboard, and enter them on the installation screen
Mention when you want the ticket to be created, and hit Save
Once added, click on the Aircall icon in the left navbar to load the widget
Enter your username and password
The Aircall agent adapter is now set and ready to use
Note: 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 keypad or from the ‘People’ tab by selecting a contact.
Agents can perform call actions from within the widget itself, like
Putting a call on hold/mute
Pausing a call recording
Adding call notes
Adding call tags
Transferring a call to another agent/supervisor (Warm/Cold transfer)
Adding other agents/supervisors to an ongoing call
Assigning a call
and more. Agents can add call notes, call tags, etc., even after a call has ended by clicking on the call from the Call History tab.
Receive a call
When receiving a call, apart from the in-call actions, agents will also be able to access caller insights where they can see the contact name and phone number. Agents can view more contact details on Freshdesk by clicking on the contact name. Agents will receive a call only when their status is set to ‘Available’
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 Aircall dialer.
Change agent status
Agents can also change their availability status from within the call widget.
Agents can view and listen to their voicemail messages by clicking on the Call History tab from the Aircall widget within Freshdesk.
View call history
Agents can view their past calls and all related details from this tab. They can play the call recording, add call notes and call tags, assign the call to another agent, and more.
Automatic ticket creation
Tickets are automatically created in Freshdesk for attended calls as well as voicemails. All added notes, disposition codes, and other related details will also be available in the ticket.
From the to-do tab, agents can access calls that were assigned to them and take relevant actions like adding a call note or call tag.
Agents can manage general settings from the settings tab, like setting their
Call actions like ‘Press Enter to pick up’ and more
Testing the network quality
and more, from within the widget.
Agents can also perform the following actions from the adapter:
Edit their Aircall account credentials
View the teams that they are a part of
View their account phone numbers
View their account extension number