Freshdesk Telephony Extension with RingCentral
Verified by FreshworksIntegrate RingCentral with Freshdesk for seamless call handling, ticketing, and smarter customer support.
Published by Marketplace Apps Dev(about 2 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 RingCentral empowers businesses to provide exceptional support across digital channels by integrating telephony with Freshdesk. With advanced ticketing and automation, this app enables seamless customer journeys and boosts agent productivity.
Key Use Cases:
- Unified Support: Combine telephony and digital channels to streamline global customer support.
Contextual Interactions: Agents can access caller details instantly, enabling personalized and efficient responses.
- Enhanced Efficiency: Automate ticket creation for calls and voicemails to improve response times and reduce manual effort.
- Simplified Call Handling: Enable smooth call transfers, conferencing, and quick actions like Click-to-Dial for faster resolutions.
- Deliver seamless, productive, and efficient customer service with the Freshdesk-RingCentral integration.
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Prerequisites
You must have an active RingCentral account with relevant agent licenses.
Installation Steps
1) Install the App:
From the Freshdesk Marketplace, install the RingCentral app.
2) Provide Configuration Details:
- Enter your Freshdesk API Key.
- Create a RingCentral JSON Web Token from the RingCentral admin dashboard and enter it on the installation screen.
- Enter your Freshdesk Domain.
- Select the field name for Call ID (required for call tracking).
- Configure when tickets should be created and click Save.
Set Up the Widget:
- Click the RingCentral icon in the left sidebar to load the widget.
- Sign in using your RingCentral credentials.
- Choose your Digital Line Number and click I Accept.
Your RingCentral integration is now configured and ready to use!
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
No
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
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?
Yes
Does your app allow customers to request a custom End-User Data retention period?
No
Log in to install this app
Enter your Freshdesk URL to proceed
https://
Proceed
Version History6.0 (December 2024)
App loading bug fix
5.0 (May 2024)
- Removed sandbox clientID and secrete keys and replaced with production.
4.0 (May 2024)
Changes are related to FD CSS accounts:
- Multi contact modal won't open in case of many contacts with same phone number. It'll pick default contact and create ticket.
- Call states are introduced. Based on call state the links in a page will open in same/different tab.
3.0 (August 2023)
- Node version updated to 18
- fdk updated to 9
- Using request.json template for both client and server side APIs. Secured the API keys and other sensitive infos.
- Introduced new iparams settings for controlling ticket/contact redirection.
- Introduced new behaviour for multi contact modal and the way ticket is created.
2.0 (March 2023)
RingCentral Client ID and secret updated to support production accounts