Freshdesk Telephony Partner Extension with Five9
Verified by FreshworksOffer next-gen support by extending Five9 features with Freshdesk Telephony Partner Extension
Published by Marketplace Apps Dev(about 9 months ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
The Freshdesk Telephony Partner Extension with Five9 improves customer conversations across channels with best-in class omnichannel capabilities. The powerful ticketing capabilities, easy access to customer conversation history, and significant automations empower agents and delight customers.
Freshdesk Telephony Partner Extension with Five9 provides the following features:
• Call Transfers (Both Warm and Cold Transfer)
• Viewing call history
• SSO Login
• Conference Calling
• Freshdesk Ticket Creation
• Contact Search
• On-Screen Caller Information
• Voicemail Recording
• Missed Calls
• Do Not Call List
• Call Parking
• Call Mute/Unmute
• Call Parking
• Call Recordings
• Click to Dial
Freshdesk Telephony Partner Extension with Five9 helps you:
• Bring together telephony and digital customer support into a unified journey
• Empower agents with one click access to customer information to converse contextually, and intelligent caller automation to resolve issues faster
• Work better and faster with Freshdesk’s powerful service automation that allows advanced call handling, automatic ticket creation and others
60 installs
Sign in to review app
4
5
4
3
2
1
Prerequisite: You must have an active Five9 account with relevant accounts for your Five9 agents
Once you install the app from the marketplace, you need to follow these steps:
• Enter your Freshdesk API Key
• Select the Five9 Region
• Save the configuration and refresh the page once
• Add the custom variables through the Five9 admin jnlp app as mentioned here: https://support.freshdesk.com/en/support/solutions/articles/50000004257-freshdesk-telephony-partner-extension-with-five9#Five9-custom-call-variables-setup-for-Freshdesk
• Set up Single Sign-On(SSO) for Five9 within Freshdesk as mentioned here: https://support.freshdesk.com/a/solutions/articles/50000004257?lang=en&portalId=2#Five9-SSO-Set-up
• Set the call recording path through the VCC admin settings as mentioned here: https://support.freshdesk.com/en/support/solutions/articles/50000004257-freshdesk-telephony-partner-extension-with-five9#Five9-Advanced-Recording-Set-up
• Open the Five9 CTI widget from the left sidebar
• Login using Five9 credentials
You’re all set!
Data Management and Storage
Does your app use AI or GenAI features?
NA
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
NA
Does your app collect / process any End-User data?
NA
Does your app store any End-User data?
NA
Does your app share End-User Data with any third party entities?
NA
NA
Can the End-User data be exported?
NA
Can End-User data be accessed through your app logs?
NA
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
NA
Does your app allow customers to request a custom End-User Data retention period?
NA
For more information related to privacy and security, reach out to developer support
Log in to install this app
Enter your Freshdesk URL to proceed
https://
Proceed
Version History11.0 (March 2024)
New changes for CSS accounts
- Call status introduced.
- Multi contact modal will pick up default contact and won't open modal
10.0 (July 2023)
- Node version updated to 18.16
- FDK version updated to 9.0.0
- Secured the API keys using requests.json template for client side.
- Introduced new behaviour for multi contact scenario.
- Introduced new config for controlling ticket/contact redirection.
9.0 (June 2023)
Added Europe region
8.0 (June 2023)
Bug fixes
7.0 (March 2023)
Introduced new behaviours for third-party transfer scenarios.
6.0 (September 2022)
No release notes found
5.0 (July 2022)
No release notes found
4.0 (June 2022)
No release notes found
3.0 (June 2022)
No release notes found
2.0 (June 2022)
No release notes found