Global CTI app needs to identify the Ticket details currently opened

[sujeshmathew]

Is there any option for the Global CTI app to identify which Ticket details are being opened by the Agent in the Freshdesk application?

This is for an outbound call scenario for one of the Freshdesk customers. The agent will open the ticket from his/her dashboard and make the outbound call (Click 2 Dial). But the CTI application needs to understand from which ticket the call was triggered so that it can log the call logs and call record after the call disposition.

Let me know if there is any mechanism to achieve this requirement.

[mariappan (Mariappan Subramanian)]

Hi @sujeshmathew ,

Good day!

As you mentioned it’s a Global CTI app, I don’t think you can make use the data method to access ticket object here.

But, found a thread discussing similar usecase.

Missing ticket id in ticket.propertiesUpdated event

hey @Himanshu_Sehgal Data methods are mostly unique to the app locations, not all app locations will have access to the ticket object, in the introduction section(Data Methods) you can find the list of methods available for the app locations. To overcome this you can use multiple app locations, and send the data from the app location that has access to the ticket object to the cti_global_sidebar location, please refer to the instance method documentation to understand how to achieve this(Insta…

Please check if this helps you.

Thanks

[sujeshmathew]

Thanks for sharing the details, @mariappan.

The Send data from one location to another location using the send and receive Instance methods solution appears to be working as expected for this use case. The ticket_background app can send the ticket details to the CTI app when the Agent navigates to the ticket details.