Freshdesk
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With Freshdesk connected, the agent recognises a caller whose phone number is on a Freshdesk contact, tells them the status of their latest tickets, opens a new ticket for a new problem and adds a reply to an existing ticket, all while the caller is on the line.
Open Integrations - Catalogue - Freshdesk - Connect. One connection is shared by the whole company. On the agent, Freshdesk is used through the Helpdesk tool, the same tool that serves Zendesk.
What you need before you start
Section titled “What you need before you start”- Your Freshdesk subdomain. The part before
.freshdesk.comin your helpdesk address. - An API key. In Freshdesk, open your profile settings and copy the API Key shown there.
The key belongs to the Freshdesk agent who owns it. Tickets and replies the AI creates are made with that agent’s permissions, so prefer a dedicated agent account for Voice Logica.
What you enter
Section titled “What you enter”First setup
Section titled “First setup”-
Integrations - Catalogue - Freshdesk - Connect
Enter the subdomain and API key.
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Test connection
Voice Logica signs in to Freshdesk with the key. Fix any error before you continue.
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Connect
Your Freshdesk contacts are then synced into Voice Logica every 15 minutes, so callers can be recognised without waiting on Freshdesk.
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My Agents - your agent - Skills - Tools & Workflows
Turn Helpdesk on. Under Operations keep Look up contact by phone and Get recent tickets, and add Create ticket and Add ticket reply if the agent should write to Freshdesk. Turn on Auto-identify caller on connect to look the caller up before the agent speaks, and Pre-fetch tickets on call start to load their tickets at the same time.
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Save the agent.
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Prove it
Call the agent from a phone number stored on a Freshdesk contact that has a ticket. Ask “What is happening with my ticket?” and you should hear its subject and status. Then report a new problem and check that the ticket appears in Freshdesk.
What the agent can do
Section titled “What the agent can do”| Job | Operations |
|---|---|
| Know who is calling | Look up contact by phone; look up contact by name |
| Remember the caller | Link caller to contact: after the caller confirms a name match, their number is saved to that contact so the next call is recognised at once |
| Answer “where is my ticket” | Get recent tickets for the caller |
| Log a new problem | Create ticket, with subject, description and priority; the caller’s number is used as the requester |
| Follow up | Add ticket reply to an existing ticket |
Create ticket and Add ticket reply write to Freshdesk. They only run when you select them under Operations.
Troubleshooting
Section titled “Troubleshooting”Test connection fails
- A 401 error means Freshdesk rejected the API key. Copy it again from the profile page of an active agent.
- Any other error usually means a wrong subdomain. Enter only the part before
.freshdesk.com, withouthttps://.
The agent cannot create a ticket
Freshdesk needs a requester for every ticket, and the agent uses the caller’s phone number. On calls with a hidden number there is no requester, so ticket creation fails. Also check that Create ticket is selected under Operations and that the agent was saved.
The agent does not recognise a caller who is in Freshdesk
Check that the caller’s number is on the Freshdesk contact and that Look up contact by phone is selected. A contact added in the last few minutes is picked up by the next sync. If both Freshdesk and Zendesk are connected, the Helpdesk tool uses Freshdesk.