Published at: 2025-10-30

Integration with Udesk

1. ShareCRM Basic Configuration

The Call Center plugin configuration path is: System Settings -> Business Plugin Management -> Call Center

When the Call Center plugin vendor is set to Udesk, you must enter accountId, Secret, and Host. Obtain these values as follows:

The Secret shown above is obtained by logging into Udesk with an administrator account, then navigating to Management Center -> Single Sign-On (SSO) -> Shared Key to view the value, as in the example below:

picture coming soon:

Bind the support agent account. Use the Udesk agent’s email address as the linking identifier between CRM and Udesk.

picture coming soon:

Complete the agent setup on the ShareCRM side. Refer to the settings shown below:

picture coming soon:

2. Udesk Configuration

Configure the “Notification Target” and add the call record push URL to it, for example:

https://open.fxiaoke.com/open/callcenter/udesk/hangup

picture coming soon:

Configure call event push. Steps:

In Management Center -> Call Center -> Other Settings -> Call Event Push, enable the push toggle and select the Notification Target you configured above.

picture coming soon:

If you want session pop-ups in the ShareCRM agent workspace, enable the following two options in the same configuration:

picture coming soon:

Udesk pop-up configuration guide

Path: Management Center -> Management -> Tags, select “Agent Tags”

picture coming soon:

Path: Management Center -> Staff Management -> Staff List

picture coming soon:

You can adjust the pop-up tab position at the location shown below:

picture coming soon:

Configure the inbound and outbound pop-up URL at the location below:

https://open.fxiaoke.com/open/callcenter/udesk/popwindow/call/in/or/out

picture coming soon:

3. ShareCRM Outbound Call Configuration

Please refer to: https://help.fxiaoke.com/1a54/8c78/cdc0/5efa/2f6e#header-5

Submit Feedback

Integration with HeliYJ

Integration with Jishi Communication