Exotel Freshdesk Plugin enables contextual association of calls with tickets. It enables an agent to have Incoming Call intimation, visualize the call details along with call recordings and provide Click2Call capabilities. It allows seamless integration for enhanced agent productivity and a better experience. Key Benefits: 1. Call Intimations - Get the notification on your Freshdesk, whenever an incoming call comes on to your customer-facing Exotel Number or an outbound call is initiated from Freshdesk 2. Automated Ticket Creation - Ability to create/update a ticket and associate the call with it. Automatic ticket creation for Missed Calls 3. Click2Call - Initiate call between you and your customer, directly from the Freshdesk 4. Call Details - Call Recordings and Call Duration getting automatically added to the tickets. 5. User Mapping - Map Exotel Agents to Freshdesk Users and enable Click-2-Call. You can upload Bulk User Mapping with our new feature and search for a user with Mobile Number or Freshdesk User Name. 6. Work on just one interface and improve your agent productivity by eliminating context-switching.

Prerequisites: Freshdesk and Exotel accounts. Exotel CTI Installation: 1. Log in to your Freshdesk Account. 2. Go to Admin > Helpdesk Productivity - Apps. 3. Click the Get More Apps button, find the 'Exotel CTI' app and click install. 4. Fill the Freshdesk Domain URL, Freshdesk API Key, Exotel Account Region, Exotel AccountSid (SID), Exotel API Key, Exotel API Token, Exotel Endpoint URL (https://freshdesk.mum1.exotel.in). 5. Click the checkbox (Click to get agent roles) to get agent roles and apply required changes in Exotel details. 6. Choose Freshdesk Agent Roles that will perform user mapping between Freshdesk Agents and Exotel co-worker's numbers. 7. Click the Install button. 8. All done! Exotel CTI will be available in your Freshdesk Account. How to use Exotel CTI: 1. In the CTI, click the settings icon. The User mapping screen is displayed with all the users populated. Either click on the "Edit" button against each user to map the Freshdesk Agent with Exotel Details (CallerId, Mobile Number, CLick-2-Call), or use 'Bulk Upload' to upload user mapping for all the users in one shot. 2. While editing individual users, fill the CallerID (Exophone) to be used while making an outbound call, and enter the agent's Mobile Number in the E164 format, Check the checkbox against Click-2-Call (if needed) and click on the "Save" button. 3. For Incoming calls, Caller detail notification is displayed. 4. To create a ticket/add a note to the existing ticket for an incoming or outgoing call, click the "Add Note" button on the caller details Notification page. 5. To Add Note to the existing ticket, click the "Add Note" button on the Call History page or on the Caller Details page. 6. The call recording and duration of the call is added to the ticket that is created for the call.