We are planning to create a CTI app in Freshdesk. We want to be able to tag some information to every agent, for example , telephony agent id, call group etc…How can we do this within Freshdesk itself? Are there any custom fields that we can use to save this info ( information should also be retrievable via API)?
There’s no way to tag any additional information to Agents.
Data Storage of the platform can be used to store any mapping details for the agents. But, it cannot be retried via API.