3cx-call-to-freshdesk

Installation

The easiest way to install is inside a virtualenv and with our python-freshdesk fork (https://github.com/alkivi-sas/python-freshdesk)

1. If you don't have its already, Install Brew, Python3 and Pipenv

First, Install X-Code from the app store

```
$ xcode-select --install
$ ruby -e "$(curl -fsSL https://raw.githubusercontent.com/Homebrew/install/master/install)"
$ export PATH=/usr/local/bin:$PATH
```

Restart your Terminal

```
$ brew install python3
$ brew install pipenv
```

2. Clone and pipenv:

   $ git clone https://github.com/alkivi-sas/3cx-call-to-freshdesk-ticket
   $ cd 3cx-call-to-freshdesk-ticket
   $ pipenv install
   $ pipenv shell
   $ which python #result of this command will help you to config 3CX
   

3. Change the conf file :

   $ cp freshdesk-example.conf freshdesk.conf
   $ vim freshdesk.conf
   

Change values with your platform, you can have your caller ID going to a ticket you resolved and you put '.json' at the end of the URL Example : https://domain.freshdesk.com/helpdesk/tickets/62.json , you will see responder_id. It is your agent ID.

For the API Key :

• Login to your Support Portal
• Click on your profile picture on the top right corner of your portal
• Go to Profile settings Page
• Your API key will be available below the change password section to your right

For the agent ID and group ID

```
$ curl -v -u api_key:test -X GET 'https://company.freshdesk.com/api/v2/groups'
$ curl -v -u api_key:test -X GET 'https://company.freshdesk.com/api/v2/agents'
```

4. Create the log file :

   $ sudo touch /var/log/3cx-freshdesk.log
   $ sudo chmod 660 /var/log/3cx-freshdesk.log
   $ sudo chown $(whoami):staff /var/log/3cx-freshdesk.log
   

Usage

1. From a terminal :

   $ python 3cx_call.py --help
   $ python 3cx_call.py --number +33836656565
   

2. from 3CX softphone on macOS : Go to parameter --> Advanced --> Enable execute program on inbound calls and put

Path :

/Users/myuser/.local/share/virtualenvs/3cx-call-to-freshdesk-ticket-rz7dl8z3/bin/python #you can know this dir using which python in the pipenv shell

Parameters :

--args /Users/myuser/path_of_3cx-call-to-freshdesk-ticket/3cx_call.py --number %CallerNumber%

Configuration

1. Config file The configuration file needs to be here

/Users/myuser/path_of_3cx-call-to-freshdesk-ticket/

It needs to be this format

[freshdesk]
domain = company.freshdesk.com
api_key = your_api_key
agent_id = your_agent_id
name = the name that will be displayed in the subject
group_id = your_group_id