Connect Freshdesk (helpdesk)

If you use Freshdesk for customer support, you can connect it to Kaneo. Then every call Neo takes becomes a ticket in Freshdesk:

• The caller is the requester. Kaneo finds the contact by phone number, if there is none, it creates one with name and number.
• The subject says who called and what Neo did (e.g. "Opkald fra Anne Berg: Tog en besked").
• The description holds a summary of the call and what the customer wants, plus an excerpt of the caller's own words.
• The source is Phone. Calls Neo handled herself (a booking or a transfer) are created as Resolved; the rest as Open.

On the phone, Neo can also tell the caller whether their ticket is open. This is read-only: Neo sees ticket number, subject and status, never the content, and only once the caller has said their ticket number or email (caller ID can be spoofed).

It's free, and only an administrator can set it up. You find it under Integrationer → Freshdesk ("Integrations → Freshdesk").

1. Find your API keyCopy Anchor Link

2. Paste it into KaneoCopy Anchor Link

In Integrationer → Freshdesk, type your Freshdesk address (e.g. company.freshdesk.com), paste the API key and press Tjek og forbind ("Check and connect"). Kaneo checks it with Freshdesk right away and stores it encrypted.

Once connected, you can switch two things on and off:

• Create a ticket after every call (on by default)
• Neo may look up the caller's open tickets on the phone (off by default)

3. Test the connectionCopy Anchor Link

Press Test forbindelsen ("Test the connection"). The test confirms the key and tries the contact search by phone number. It creates no contact and no ticket.

Good to knowCopy Anchor Link

• Neo never deletes or changes anything in Freshdesk. She creates contacts and tickets, nothing else.
• If you disconnect, Kaneo deletes the key. To be completely sure, you can reset the key in Freshdesk afterwards.
• Freshdesk limits API calls per minute based on your plan. One call typically uses 2 til 4 API calls.