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Freshdesk Installation Guide

The Skybox Integrated eXperience (SiX) for Freshdesk seamlessly embeds the NICE CXone agent experience directly in Freshdesk so agents can work in one interface.

With SiX, teams can manage voice and digital interactions using the same CXone APIs and core agent capabilities, while reducing context switching and improving adoption.

Why SiX for Freshdesk

  • Embedded CXone agent experience inside Freshdesk
  • Supports voice and digital interaction handling
  • Click-to-call and integrated softphone support
  • Automated call logging and disposition workflows
  • Screen pops and customizable event-driven behaviors
  • Team visibility features and queue/skill awareness

Source: Skybox SiX for Freshdesk

Installation Steps

1. Search in the Freshdesk Marketplace

Search for the SiX Agent in the Freshdesk Marketplace. Link

Click on the Install button to install the app.

2. Enter Freshdesk Instance URL

Enter your Freshdesk instance URL during setup.

Enter Freshdesk Instance URL

3. Configure SiX Application

Add your App Key and your Freshdesk Instance URL in the application settings.

Configure SiX Application

4. Complete Registration and Assign Licenses

To use SiX, your CXone instance must be registered in the License Manager, and each user must have an active license assigned.

License Manager

For license assignment steps, see License Manager Documentation.