RingCentral

Integrating RingCentral and Freshdesk automatically creates tickets in your helpdesk as soon as you receive a call on your RingCentral’s desktop client.

Install available only on Desktop

Published by Freshdesk
3 months ago

in Video, Telephony & SMS

Help and Supportsupport@ringcentral.com https://www.ringcentral.com

RingCentral

Integrating RingCentral and Freshdesk automatically creates tickets in your helpdesk as soon as you receive a call on your RingCentral’s desktop client.

					        	Integrating RingCentral to your Freshdesk helpdesk supports the following features:

1. Converts call to a Helpdesk ticket.
2. The app can also pull data about the customer - Name and Number - from your RingCentral address book and save it in your Freshdesk account.
					        	
							Installation Procedure:

To integrate RingCentral helpdesk, you’ll need the RingCentral’s desktop client installed first. If you are on Windows, you will have to install cURL as well. Check this page for more on how to install cURL on your Windows machine. Once installed, please add you curl installation directory to your windows PATH environment variable.

This is an agent-level integration. After installing RingCentral’s client, every support agent in your helpdesk will have to follow the steps below to integrate their helpdesk account with their RingCentral client:

Agent configuration in Freshdesk: 

1.	Download the script appropriate for your operating system - Mac or Windows.
2.	Open the script file using a text editor, such as Sublime Text or Notepad
3.	In the section named “Domain Name”, add your helpdesk domain, eg: sauls.freshdesk.com
4.	In your support helpdesk, click on your profile icon on the top right and go to your profile settings page. Copy your profile 
        number from the URL. (shown highlighted below). Also, note your API key displayed in the sidebar on the right.
5.	Add the profile number to the “Responder ID” value in the script
6.	Paste the API Key in the script and save the changes

NOTE: If you are on a Windows machine, ensure that the updated script is saved with the “.bat”extension.

Once you have saved the modified script:

1.	Open your RingCentral client and sign in.
2.	Go to the Settings page by clicking on the gear icon on the bottom right.
3.	In the “General” settings tab, enable “Launch external application on an incoming call” under the call option. 
4.	Browse to where your script file is located. Select it. RingCentral will automatically populate the path.
5.	Once the path has been added, depending on the operating system you are working on, you’ll have to modify a few things.
        For MAC OS: 

        1.	Add sh to the beginning of the path
        2.	Remove the “” quotes around the path
        3.	Add %E “%N” after the path
                Example: sh /usr/local/scripts/ringcentral.sh %E "%N"

         For Windows:

        1.	Add cmd to the beginning of the path
        2.	Remove the “” quotes around the path
        3.	Add %E “%N” ^&exit after the path
                Example: cmd /c start /MIN C:\freshdesk_script\ringfinal.bat %E "%N" ^& exit

6. Close the settings tab and you are ready to go.

To ensure that the integration has been enabled properly, click on the “Test” button and you should see a new ticket created in your helpdesk with a sample user - John Smith, as the requester. You - the Agent, will be the creator of the ticket and will also be set as responder.
							

Help and Supportsupport@ringcentral.com https://www.ringcentral.com

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