Prerequisite: You must have an active Genesys account with relevant accounts for your Genesys agents Once you install the app from the marketplace, you need to follow these steps: · Enter your Freshdesk API Key · Select the Genesys Region · Save the configuration and refresh the page once · Open the Genesys CTI widget from the left sidebar · Login using Genesys credentials Enable Integration in Genesys: Step 1: Open this link: https://appfoundry.mypurecloud.com/filter/genesyscloud/listing/a71e9a75-2ef2-4fcf-ad17-1ecb4f390b11 Step 2: Click on "Purchase" (Freshworks doesn’t charge anything for the app) Step 3: Sign-in to Genesys with an admin account by selecting the appropriate region. Step 4: You’ll be redirected back to the same listing page as Step 1. Click “Configure” on that page Step 5: You’ll get a dialog to open the “Freshdesk Telephony Partner Extension with Genesys” app Step 6: Install the “Freshdesk Telephony Partner Extension with Genesys” app to your Freshdesk account Step 7: While installing the app, you need to provide your Freshdesk API Key, Genesys region and other configuration information as applicable Step 8: Once the app has been installed, go back to the Genesys listing page, as in Step 5. You will see a “Next” button being activated on the same dialog Step 9: Keep Clicking “Next” to close the dialog Step 10: On your Genesys account, navigate to admin -> roles/permissions and select the role the users belong to Step 11: In the permissions tab of a role, select the permission "Integration > freshdeskGenesys > All Permissions" (search with keyword "freshdesk") You’re all set! Note: If the “Purchase” button in AppFoundry shows the error “This offering is currently unavailable from your Genesys Reseller on AppFoundry. Please contact your reseller for purchase options.”, Follow the article https://help.mypurecloud.com/articles/make-your-organization-hybrid-media-capable/ to enable “hybrid media capable” for your Genesys account.