Invoco's Integration with Freshdesk

Freshdesk is a great easy to use customer support system for small businesses, individuals and support teams.

So what does Invoco’s Call Tracking and Hosted PBX integrations into Freshdesk do? Well, some pretty cool stuff actually…

Creating new contacts and trouble tickets

So when you receive a call to your support line we’ll do a real-time lookup to your Freshdesk application and:

  • If we don’t find a contact match, we’ll automatically create a new contact for you, and;
  • We’ll check if there is already an open ticket for the contact and if not, we’ll open a new ticket for the call and add the call details as a note to that ticket, or;
  • If there is a ticket open, we’ll add the call note to the existing ticket.
  • If you have call recording enabled, we’ll add a link to the call recording to the ticket so you can listen to it at a click of your mouse.

So now all incoming support calls are captured as trouble tickets in Freshdesk to ensure that they are documented and followed up on consistently.

Desktop call notifications with real-time lookups into your Freshdesk system

When you receive a call to your support line, we’ll send you a desktop notification on your computer in real time with the caller’s details and clicking on the notification will take you straight into the contact record in Freshdesk! No need to keep customers hanging on the phone whilst you’re looking up their details!

And if you’re using the Invoco Hosted PBX system, we’ll even send the caller information straight to your Invoco VoIP phone.

How to set up the integration between Invoco and Freshdesk