Freshsales Integration Setup Guide for CallerDesk

The CallerDesk – Freshsales Integration allows users to sync call data with Freshsales, providing real-time call insights for enhanced customer support. By integrating CallerDesk with Freshsales, you can:

  • Automatically log outbound call details in Freshsales tickets.
  • View caller information linked to Freshsales contacts.
  • Improve agent productivity with call tracking and analytics.
  • Automate workflows based on call activity.

Step-by-Step Installation Guide

Step 1: Access the Freshsales Admin Panel

  1. Login to Freshsales.
  2. Navigate to the Admin Panel.

Step 2: Search for CallerDesk in the Freshsales Marketplace

  1. In the Admin Panel, search for Marketplace.
  2. Click on Marketplace Apps and search for CallerDesk.
  3. click Install CallerDesk.

Step 3: Retrieve Freshsales API Key

  1. Navigate to Admin > API Settings in Freshsales.
  2. Copy your API Key and Bundle Alias.

Step 4: Configure Freshsales in CallerDesk

  1. Login to CallerDesk at CallerDesk App.
  2. From the left-hand menu, go to API & Integration.
  3. Locate the Freshsales Integration card and click Connect.
  4. Enter your Freshsales API Key and Bundle Alias (copied from Step 3).
  5. Click Submit to establish the connection.
  6. A Success Message will appear, confirming the integration.

Step 5: Configure CallerDesk in Freshsales

  1. Go back to Freshsales Admin Panel.
  2. Navigate to Marketplace > Installed Apps.
  3. Open CallerDesk and paste the API Key and Bundle Alias in the configuration section.
  4. Click Save to complete the setup.

How to Use the Integration

View Call Logs in Freshsales

  1. Open Freshsales and navigate to the Tickets section.
  2. Click on a customer ticket to view detailed call logs.
  3. CallerDesk will automatically attach:
    • Caller Name
    • Phone Number
    • Call Duration
    • Call Status (Missed, Answered, Voicemail, etc.)
    • Call Notes (if added by an agent)

Track Call Performance & Reports

  1. Navigate to Reports > Call Analytics in Freshsales.
  2. Use built-in reports to analyze call trends.
  3. Identify peak call hours and agent performance.
  4. Export call data for deeper insights.

Automate Workflows Based on Call Activity

  1. Go to Admin > Automations in Freshsales.
  2. Set up rules to trigger actions based on call events:
    • Create a new ticket when a missed call is received.
    • Assign calls to specific support agents.
    • Send automated follow-up emails based on call status.
  3. Save automation rules and test them.

How to Disconnect Freshsales from CallerDesk

If you want to remove the integration:

  1. Login to CallerDesk.
  2. Go to API & Integration > Freshsales Integration.
  3. Click Edit next to the configured Freshsales account.
  4. Confirm disconnection to stop call log syncing.

Uninstalling CallerDesk from Freshsales

To completely remove CallerDesk:

  1. Login to Freshsales.
  2. Navigate to Admin > Marketplace > Installed Apps.
  3. Locate CallerDesk and click Uninstall.
  4. Confirm uninstallation to remove all linked data.

For more details, refer to the Freshsales Help Center or contact CallerDesk Support.

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