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:

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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:

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

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

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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

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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.

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

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Udesk pop-up configuration guide

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

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

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

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

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

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3. ShareCRM Outbound Call Configuration

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

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