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Freshservice
Connecting Freshservice to your telephony platform is extremely important for improving customer satisfaction and working more efficiently. With our integration tool Bubble, during an incoming or outgoing phone call, you no longer have to search for customer data manually but it appears directly in a pop-up notification on your PC screen and from there you can perform various actions such as opening a relation card.
Pop-up notification
Bubble has a number of unique features. The information that can be displayed and the buttons in the pop-up are completely configurable to the wishes of the user, department or company. The information to display in the pop-up notification can be found under tab parameters and the available buttons under tab buttons. When transferring a call to a colleague, the customer information will be transferred with the call and when working with multiple screens, you can choose on which screen you want to see the pop-up. By default, the pop-up is visible from the moment your softphone, deskphone or other device rings until the call ends, but with the various timer options you can adjust even this to your personal preferences.
Functionalities
In addition to the above mentioned pop-up notification capabilities, Bubble is equipped with many more functionalities. For example, you can activate multiple CRM integrations under the same user at no extra cost, which can be useful if you use multiple software applications within your company. The full list of features can be found under tab functions, but we have already listed a few important ones for you:
- Dialing out with one click on a phone number in your CRM, browser or other program with the Click & Call feature.
- Self-created fields in your CRM can be shown in the pop-up thanks to the Custom Field feature.
- If several relations are known under one number you can browse through the results with the Multi result function.
- The Call History function allows you to see all contact moments with the phone number over the last 90 days so you can immediately see which colleague had the last contact.
- Make a call note immediately with the Call Note function that becomes visible to you and your colleagues in the Call History.
- Easy and secure login based on Single sign-on (Microsoft, Google or Apple account).
Customization
To meet your specific needs, Bubble is equipped with the Automations module. With this module it is possible to add your own If-This-Then-That flows. Think, for example, of running a script or automatically opening the call-note-screen instead of having to click it open.
Technical
Connecting Bubble - and thus the Freshservice Software CRM connector - to your telephony platform is very easy. The procedure is different per telephony platform but one thing they all have in common, you don't have to be a technician to do it.
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Click to dial from CRM
Start an outgoing telephone call with one mouse click from your CRM application or any website.
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Hotkey dial from CRM
Is a phone number not clickable in your CRM? With this function you can still make a call.
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Copy to dial
Select a phone number and get a suggestion to call directly.
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Multi result pop-up
Does a phone number occurs multiple times in your CRM application? Click directly to the next result. Do you need this feature but is it not yet available for your integration? Please contact us.
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Call logging
Call information can be recorded directly in your CRM under the customer card. Do you need this feature but is it not yet available for your integration? Please contact us.
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Custom field variables
The custom fields that have been created in the CRM application yourself can also be used to display in the pop-up.
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SearchBar
Search CRM contact information from the 'SearchBar' desktop toolbar. From here you can open the customer card, start a phone call directly, send an email/WhatsApp/Microsoft Teams message or view the call history. Do you need this feature but is it not yet available for your integration? Please contact us.
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Bubble Desktop
Bubble is installed on each user/workstation and runs locally on the user's computer.
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Bubble Cloud
Bubble is hosted in the cloud, so no local installation is required. Note: This option requires the Bubble Cloud add-on license. For cloud hosting, it is always necessary for our cloud IP addresses to have access to the CRM/telephony environment.
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Realtime API (user based)
Authentication with CRM application at user level. Please note, if you want to clone the profiles to other users in the organization, the user data will be copied also. To prevent this, you can request a clone template from us that does not copy these values.
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Clone template
A template must be used when cloning profiles because user authorization takes place, which cannot be cloned.
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Bubble Desktop Pop-up
Make use of all the functionalities that Bubble has to offer you
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Bubble365 Chrome Plug-in
With the Bubble365 Chrome plug-in, you can create a seamless user experience in virtually any CRM or ERP system, without relying on built-in app support. It brings communication and integration features together in your browser, including full call control via your softphone or desk phone.
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Bubble365 Edge Plug-in
With the Bubble365 Edge plug-in, you can create a seamless user experience in virtually any CRM or ERP system, without relying on embedded app support. It combines communication and CRM functionalities in your browser, including full call control through your softphone or desk phone.
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Bubble365 iframe
With the Bubble365 iFrame, you can easily embed Bubble365 into your own application or browser, offering an integrated user experience without having to build a full notification system yourself.
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CRM specific buttons
CRM specific buttons to, for example, open customer card or initiate other actions. See tab 'buttons'.
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Pop-up notification
With an incoming, outgoing and forwarded call, an immediate notification with customer information.
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Content pop-up customization
Determine the content of the pop-up per user, department or organization with info from your CRM application.
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Single sign-on
No need to remember multiple passwords, login with your Microsoft, Google or Apple account.
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Multi-languages
Determine the language of the content in the pop-up by adding the words in the language of your choice.
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Hide internal callers
Don’t want to see a pop-up when a colleague calls you internally? Possibility to turn this function on or off.
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Sorting result
Prefer to show contacts first instead of companies when using ‘multi-result’? Decide the order yourself.
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Click to dial
Start an outgoing telephone call with one mouse click from any website.
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Recall conversations
In one click, the completed conversation popups can be retrieved to show the information again.
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Call back
You can recall the phone number again directly from a ‘retrieved pop-up’ with a simple mouse click.
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Talk duration timer
During a phone call, a timer is visible in the pop-up where the duration is displayed in seconds.
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Call history
Display the name of the colleague who last spoke or tried to call the caller in the past 3 months.
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Call notes
Immediately record your conversation info in a note so that all information is visible to your colleagues.
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Updates
With a Bubble license you are always entitled to the latest functions that can be installed with one click.
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Number notation
If you use different number notations in your CRM (already 20+ formats by default) you can add them yourself.
Buttons
Below is the list of available buttons. These are both CRM specific- and generic Bubble functions.
- Open Tickets
- Open Requester
- Create New Ticket
- Custom Action (standard button)
- Send E-mail (standard button)
- Callback request (standard button)
- Call Control (standard button)*
- Send WhatsApp message (standard button)
- Send Microsoft Teams message (standard button)
- Open SearchBar (standard button)
- Trigger Automations (standard button)
Parameters
Determine the content of the pop-up per user, department or organization with information from your CRM package. Below is the list of parameters available from your CRM software.
- freshservice_active
- freshservice_address
- freshservice_background_information
- freshservice_can_see_all_tickets_from_associated_departments
- freshservice_created_at
- freshservice_external_id
- freshservice_first_name
- freshservice_has_logged_in
- freshservice_id
- freshservice_is_agent
- freshservice_job_title
- freshservice_language
- freshservice_last_name
- freshservice_location_id
- freshservice_mobile_phone_number
- freshservice_primary_email
- freshservice_reporting_manager_id
- freshservice_time_format
- freshservice_time_zone
- freshservice_updated_at
- freshservice_vip_user
- freshservice_work_phone_number
- freshservice_entity_type
- freshservice_requester_url
- freshservice_tickets_url
What does Bubble benefit your organization?
Calculation
Time saved per year
£
Investment Bubble per year
£
Total investment per year
Potential savings per year
£
Disclaimer: This calculation is based on 45 workable weeks (8 hours per day). This calculation does not take into account any one-time investments or any license fees charged by the CRM vendor. No rights can be derived from this calculation.
- Saving time by not having to ask for the customers name
- Answer the phone in a customer-friendly and personal way
- Improve team interaction by immediately seeing which colleague has had contact
- No manual and incorrect entering of customer data
- Instantly see who and why someone is calling
- More time and attention for the customer which leads to better customer satisfaction
- Calling directly from the customer data of your software application
- Connecting multiple software applications within the organization? No problem with Bubble!
- All functionalities this integration has to offer
- When transferring the call to your colleague the customer details are also transferred