RingCentral Integration with FreshDesk

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  • Updated 2 months ago
  • Under Consideration
  • (Edited)
We are on a US Professional Plan

We have a Wholesale Import Customer Service team that uses RingCentral

Our Suggestion:  A RingCentral App to Integrate with Freshdesk.  The app I am suggesting would be exactly like the RingCentral App for Zendesk that has already been developed. 

Freshdesk has at least as many customers as Zendesk and is the #2 customer service ticketing system offering behind Zendesk. A Freshdesk integration app for RingCentral would be very popular and appreciated. If you do some quick research on FreshDesk you will find it is neck in neck with Zendesk and has a huge userbase. Plus FreshDesk and RingCentral have symbiotic userbases since both RingCentral and FreshDesk are in the business of providing services that enhance customer service/customer satisfaction, so an app for RingCentral will create exposure to RingCentral for the FreshDesk userbase and likely generate many new RingCentral customers as a result.

Freshdesk is a customer service portal and ticketing system just like Zendesk. The goal of a RingCentral app for Freshdesk would be the same as the current RingCentral app for Zendesk... to create a customer support ticket for each inbound call and import caller ID detials into the customer service portal as well.

Benefit of such feature would be that inbound calls would be more traceable and accountable to the agent taking the call and assure greater customer satisfaction as each call and its resolution would then be tracked as tickets.  Same benefits as the RingCentral App for Zendesk.

There is already a way to port incoming RC calls into Freshdesk tickets but its not an app and its extremely complicated to set up, plus every single user has to set it up one by one including setting up a curl file on the computer etc.
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Steve Davis

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Posted 2 years ago

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Regina

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This would be extremely helpful to us as well!
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Benjamin Dean, Alum

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I have marked this as Under Consideration while our management team reviews.
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Steve Davis

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Thank you Benjamin. I have a feeling this app would be very easy to build and would add a lot of value for RingCentral since Freshdesk customers are a perfect target market for RingCentral as well; just like Zendesk. 
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John Wang, Official Rep

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The Freshdesk team has built a RingCentral integration which you can read more about here:


The Freshdesk team is working on an updated integration as well.

If you have any requests regarding this integration, please reach out directly to Freshdesk.
(Edited)
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Steve Davis

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Hello.  I know about this solution but it is a nightmare patchwork workaround.  This is NOT an app.  This is a nightmare workaround as I explained in my original posting.  Every single agent has to install a bunch of different software, use the MS Dos prompt to create a CURL file in windows.  Try it and you will see that it is not a good solution. Most non-technical people can't do it.  It is not a real App like the RingCentral App for ZenDesk. Imagine trying to get 10 or more non-technical people to figure out out to create a CURL file in addition to the other instructions individually on their own computers. Every agent has to do this by themselves on their individual computer. Read the instructions on how to install a curl file in the instructions you just posted.  I bet there is only a 50% chance that you or anyone else that tries it could figure it out without assistance. Please escalate to management since an App is needed, not some lame overly complicated workaround. An app would be a huge benefit for RingCentral and Freshdesk users.  A super complex patchwork workaround is not the same as an app that can be installed once and will work for all users.
(Edited)
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John Wang, Official Rep

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As mentioned above, Freshdesk is working on an updated version of their integration now. We've observed some of the same issues you have and have provided our feedback to Freshdesk. Please feel free to reach out to them to indicate what you would like. Here's a link to their forums which is an avenue for them to provide feedback:

https://support.freshdesk.com/support/discussions
(Edited)
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Steve Davis

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Plus... if RingCentral developed an App like the one that exists for Zendesk, it is more marketing exposure for RingCentral. 
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John Wang, Official Rep

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Our current plans are to support Freshdesk to build the best integration. It would be very helpful to post your thoughts on the Freshdesk forums so they can get feedback more directly. Let me know if you'd like me to find a contact at Freshdesk to put you in touch with as well.

https://support.freshdesk.com/support/discussions
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Steve Davis

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By the way, here are the instructions that are insane that virtually nobody can get working... http://www.oracle.com/webfolder/technetwork/tutorials/obe/cloud/objectstorage/restrict_rw_accs_cntai...   How to install a CURL file.
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Steve Davis

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I'm in touch with Freshdesk but usually the maker of a given program like your company is the maker of RingCentral develops an app integration, just like RingCentral did for Zendesk. I would be willing to bet that 90% of people you had try the instrructions including installing a curl file could not get the RC to Freshdesk workaround you posted to work. 

RingCentral just needs to build a simple app since the solution posted by Freshdesk is near impossible to implement and virtually useless. 
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John Wang, Official Rep

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Integrations should be easy to use regardless of who builds it. We have many customers successfully using integrations by Zoho, PC Recruiter, Cloze, Apptivo, and Sikka, just to name a few. Including the ones we're still working on publishing on the App Gallery, at this point, there are more integrations developed by our partners than ourselves.

None of the integrations listed above have difficult configuration procedures so our goal is to work with Freshdesk so that their integration is as easy to use as those by our other partners and used by many of our customers. Have some confidence in the Freshdesk team.
(Edited)
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Paul Dandy

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Hey, guys! Any updates on RC and Freshdesk? I've used RingCentral + Zendesk with Tenfold's integration software but am fully open to experience RingCentral with Freshdesk's features and services. If someone can provide me a link on where to get more info on this, that would be very much appreciated!
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Kaluzynski

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Even without any technical issues (I agree that getting the Freshdesk integration to work on PCs is a nightmare), the integration isn't useful for my support team. It only triggers a ticket when a call is received by the app, and not when a call is answered. This means if you have RingCentral set up to do round robin, if a call gets passed between a few agents, you get lots of duplicate tickets in Freshdesk.

I'd also suggest that RingCentral devs have a stern talk with Freshdesk devs, because Freshdesk swears up and down that they don't support the integration and it was developed entirely by RingCentral. I don't believe this for a number of reasons, I'm pretty positive Freshdesk developed it - but regardless, getting support for the integration is near impossible. I actually had to have a member of our own engineering team troubleshoot the bat file for windows because I couldn't get anyone on either side to help with it. 

At any rate, with the new webhook features, I suspect it would be a lot easier to build a RingCentral app that triggers a webhook on a call being answered, and I've been poking around in the developer portal trying to do it myself but I've only gotten as far as making a few successful API calls (I'm a novice, so I could probably do it but it'll take me a long time). 

Has anyone else built this? I wouldn't be surprised if it's out there, or if there's something very similar that I could modify to fit my needs. 


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