How to test a CTI App

Hello all,

I am attempting to develop a custom app using the CTI options. The main goal is to trigger the app when a call comes in and see if the app can grab requester information from Freshservice given the incoming call’s contact information.

I have completed the initial development for this, but I cannot find any documentation on how to properly test this logic. Is there a way I can place a call to trigger my app, or is there a testing process provided by Freshservice to simulate a call?

I was also hoping to find some additional documentation on CTI methods available from Freshservice. The developer documentation specifies a client event cti.triggerDialer, but it does not provide any further information on what other events can be triggered from the cti object.

Upon further inspection I found a github page that has some additional information on cti apps, but it is only for apps created in Freshdesk. Is there a version of this available for Freshservice?

Hi Jose,

CTI capabilities overlap significantly between Freshdesk and Freshservice, give it a try and let us know if you come across errors.

Hi @Jose_Escobar,

To receive a call and make an action in the Freshworks app, we do not provide any mechanism to listen to call events. So, you would have to build a middleware server that connects with the app over a web socket connection custom-implemented in both the app and the middleware server.

When an incoming call is received, the CTI provider will ideally send a webhook request. It can be a URL to your middleware server. Then, the server can communicate the same to the app over a web socket connection. The app can then show an incoming call screen and use APIs for further action.

For all the possible actions, please check out the SDK documentation and the CTI tutorial (The CTI implementation is similar between Freshdesk and Freshservice, so the same tutorial can be followed).