# Freshdesk - Web Connector for Support Desk

## Mitel Networks

[Get the app](/content/solutions/business-need/apps-integrations-gallery/freshdesk-web-connector-for-support-desk#getapp/index.html)

### **App Overview**

Mitel's Web Connector for Freshdesk integrates communications capabilities with your Freshdesk software to improve the productivity of your agents, reduce costs and enhance the customer experience. Agents can click-to-dial, manage SMS interactions and utilise the full omnichannel contact center capability (chat and email) all from an optimised web client inside the Freshdesk UI.

## Benefits of  the Web Connector for Freshdesk Support Desk

### Improve Agent Productivity

Allowing contact center agents to work predominantly within your Freshdesk environment enhances productivity.

### Elevate Customer Experience

Identifies callers and links records from prior interactions so agents can provide quicker and more personalized customer experiences from the Freshdesk Support Desk UI.

### Contain Costs

Reduce interaction handling time by 10-20 seconds so you can handle more interactions with fewer agents and lower costs per call.

## Features

- Incoming call detection
- Search by number or name
- Caller ID
- Screen pop
- Click-to-Dial
- Call association
- Call logging
- Omnichannel presence
- Integrated with Mitel Interaction Recording
- Manage chat
- Manage email

#### **Compatibility & System Requirements**

| **Partner Version** | **Mitel Product** | **Mitel Version** | **Technical Documents** |
| --- | --- | --- | --- |
| N/A | MiContact Center Business | Release 9.2 or later | N/A |
| N/A | MiContact Center Enterprise | Release 9.4 or later | N/A |
| N/A | Open Integration Gateway (OIG) | Release 4.1 SP2 or later | N/A |
| N/A | CloudLink APIs | N/A | N/A |

#### **Certification**

Certified: The 3rd party solution or service is interoperable with the Mitel product(s), for Products/Solutions that Mitel resells with support provided by Mitel Product Support.

#### **How to Get**

Please contact your Mitel Channel Partner/Reseller

#### **Key Resources**

[Mitel Connector for MiContact Center Business Brochure.pdf](/content/-/media/mitel/app-integrations/mitel-crm-connector-for-micontact-center-business-brochure.pdf)

#### **Support**

Support provided by the Mitel Professional Services team. Please contact your Mitel Channel Partner/Reseller to open a support ticket.

#### **About Mitel Networks**

Mitel is a global market leader in business communications. We've been helping businesses and service providers connect, collaborate and provide innovative services to their customers for over 50 years. Our innovation and communications experts serve business users in more than 100 countries.

Website: [www.mitel.com](/content/site-root.html)