# Freshdesk

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.

  <ShotPlaceholder
    src="/assets/integrations/freshdesk.png"
    name="freshdesk-connect"
    alt="Connect Freshdesk dialog with Subdomain and API key"
    capture="Connect Freshdesk dialog."
  />

## What you need before you start

- **Your Freshdesk subdomain.** The part before `.freshdesk.com` in 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

- **Subdomain** (required) — Only the subdomain, not the full address.
- **API key** (required) — The key from the Freshdesk profile page.
- **Account label** — Under **Advanced settings**. A name for this connection on the **Connected** tab.

## First setup

1. **Integrations - Catalogue - Freshdesk - Connect**

   Enter the subdomain and API key.

2. **Test connection**

   Voice Logica signs in to Freshdesk with the key. Fix any error before you continue.

3. **Connect**

   Your Freshdesk contacts are then synced into Voice Logica every 15 minutes, so callers can be recognised without waiting on Freshdesk.

4. **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.

5. **Save** the agent.

6. **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

| 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

**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`, without `https://`.

**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.

## Next Steps

[Get an integration working](https://docs.voicelogica.ai/integrations/) - company connection, then the agent tool.  
[Tools & Workflows](https://docs.voicelogica.ai/agent-configuration/built-in-tools/) - where the Helpdesk tool is turned on.  
[Zendesk](https://docs.voicelogica.ai/integrations/crm/zendesk/) - the other helpdesk behind the same tool.  
[Salesforce](https://docs.voicelogica.ai/integrations/crm/salesforce/) · [HubSpot](https://docs.voicelogica.ai/integrations/hubspot/) - CRM connections.