SuperReceptionist is a personal reception hosted virtually in a cloud telephony environment.


Freshdesk is a cloud-based software provider. It is a customer support software, which brings together multiple communication channels like email, phone, and social networks; and makes it easier for businesses to communicate with customers.

If you are using SuperReceptionist for your business, you can integrate it with Freshdesk to capture leads along with phone numbers directly from your Freshdesk account.


SuperReceptionist connector in Freshdesk allows you to:

  • Track incoming calls from customers

  • Create tickets with phone numbers

  • Merge phone numbers with existing ticket details

  • Direct incoming calls from customers to respective agents

  • Make outbound calls using Click-to-Call feature

  • Track outbound calls


Prerequisites:

  • You must be an Admin User of your Freshdesk account.

  • Your SuperReceptionist panel should be in Advance Plan or above to make use of SuperReceptionist integrations

  • Your Freshdesk plan must support telephony integration

  • You are using Knowlarity’s SuperReceptionist service which is configured and active


Procedure:

  1. Get your SuperReceptionist Virtual Number and API Key

  • Login to your SuperReceptionist account to get the API Key and Virtual Number

  • Your SuperReceptionist phone number is your Virtual Number



2. Get SuperReceptionist API key

  • Navigate to ‘Settings’

  • Go to ‘Call Flow

  • Select ‘Plan Settings’




  • Scroll down to the bottom of the page in Plan Settings to find the API key of your SuperReceptionist account

  • Make note of the API key






3. Configuring Freshdesk
  • Navigate to Settings

  • Select Integration

  • Click on ‘Enable Now’ to configure Freshdesk




  • Fill up the required information in the corresponding fields





4. How to find Domain Name?

  • Login to Freshdesk account



  • Copy the domain name and paste it on freshdesk configuration



5. Get Freshdesk API key

  • Login to Freshdesk (as you already have)

  • Go to ‘Profile Setting’ and scroll down to get the API key


  • Copy and paste the API key on Freshdesk configuration

  • The SuperReceptionist number will be your virtual number

  • Select your SuperReceptionist number from the drop down menu



  • Click on ‘Enable’

  • Click on ‘Configure’ button which will appear in place of ‘Enable Now’ below Freshdesk


  • Your Freshdesk is configured with SuperReceptionist

  • Click on ‘Tickets’ in freshdesk to check if it shows a sample ticket



  • When customers call on your SuperReceptionist number, a ticket will be generated



Important: Click on ‘Missed Call’ to view call details and a ticket will be generated to the customer’s number. If you get a miss call or bridge call from the same number, the ticket will be updated.


6. Install Knowlarity plugin into your Freshdesk application

  • Login to Freshdesk

  • Go to ‘Admin’


  • In ‘Helpdesk Productivity’, click on “Integrations” or "Apps" icon





  • Click on ‘Native integrations’ tab

  • Select ‘Knowlarity’




7. To enable SuperReceptionist

  • Click on ‘DISABLED’ button

  • Enter Knowlarity’s number and API key

  • Click on ‘Enable’





















  • The screen will show ‘ENABLED’ instead of ‘DISABLED’ button



  • A call icon will been shown at the bottom right hand side of the screen

















8. Enter agent details

  • Ensure that Freshdesk number is your agent’s number

  • Go to ‘Profile Settings’

  • View ‘Phone No’

Important: Please note that the phone number should be 10 digit only.




9. All about Popup


  • During an incoming call, a Popup will come along side the phone icon with previous call details

  • You can use the + icon to add notes during the call





  • Notes can be added or modified once the call ends



  • You can select ‘Save’ or ‘Save as new ticket’

  • If you select ‘Save as new ticket’ , a fresh ticket will be generated

  • In case of ‘Save’ the existing ticket will be updated

  • In case of ‘Save as new ticket’, a notification will appear



  • You can select ‘Save’ or ‘Save as new ticket’

  • If you select ‘Save as new ticket’ , a fresh ticket will be generated

  • In case of ‘Save’ the existing ticket will be updated

  • In case of ‘Save as new ticket’, a notification will appear



  • You can check the new ticket created under Tickets

  • The ticket will be updated





  • Click on that ticket to view all details



11. System Requirements

  • The following browsers are recommended: Chrome(recommended)and Firefox