Freshdesk Telephony Partner Extension with Genesys offers top-notch support to customers across digital channels. Streamline your global support while enhancing agent productivity with better context, powerful ticketing, and significant automations. Freshdesk Telephony Partner Extension with Genesys provides the following features: · Call Transfers (Both Warm and Cold Transfer, known as Bling Transfer and Consult in Genesys) · Conference Calling · Freshdesk Ticket Creation for missed calls and voicemails · Contact Search · On-Screen Caller Information · Voicemail Recording · Call Mute/Unmute · Call Recordings · Click to Dial Freshdesk Telephony Partner Extension with Genesys helps you: · Offer seamless customer journeys across channels by unifying telephony and digital customer support · Boost agent productivity with single click access to customer information to provide contextual support, and smarter telephony automations · Improve efficiency with Freshdesk’s powerful service automation that allows advanced call handling, automatic ticket creation and others

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.