In this article, you will learn how calls are handled and how data is synced between CloudTalk and Freshdesk.

User level: Admin, Agent, Supervisor

Ready to configure the CloudTalk + Freshdesk integration?
Follow the step-by-step instructions in our Configure Freshdesk guide.

Calling from Freshdesk

Make outbound calls

You can start calls instantly using the Click-to-Call feature, which turns phone numbers in Freshdesk into clickable links.

Once enabled, any phone number in Freshdesk (for example, on contact or ticket profiles) becomes clickable. This allows you to launch calls without opening the dialer manually.

To use Click-to-Call:

Hover over a phone number in Freshdesk
Click the number
The CloudTalk Phone will open and automatically start dialing

Click-to-Call works across different areas of Freshdesk where phone numbers are displayed, helping you speed up outbound calling and reduce manual steps.

Make sure your browser and CloudTalk Phone are properly set up to support Click-to-Call functionality.

Receive Inbound Calls

When you receive an inbound call, CloudTalk automatically searches for a matching contact in Freshdesk based on the phone number.

If a match is found:

You can open the related contact or ticket
Full ticket history, including open cases, is available in Freshdesk

If no match is found:

A new contact and ticket can be created

You can access the relevant Freshdesk record directly from the CloudTalk Phone or by using the contact link stored in CloudTalk.

Call logging and data exchange

Contact Sync

CloudTalk synchronizes Freshdesk contacts automatically.

Behavior:

Two-way sync between CloudTalk and Freshdesk
Updates in either system are reflected in the other
Contacts synced from Freshdesk are tagged with "freshdesk" in CloudTalk
A direct link to the Freshdesk profile is stored in the CloudTalk contact

Note: Merging contact details is not supported.

Field Mapping

Freshdesk → CloudTalk

CloudTalk Contact	Freshdesk Contact
Name	First name, Middle name, Last name
Contact link	Link to Freshdesk profile
Phones	Work phone, Mobile phone
Emails	Email (main only)
Tags	freshdesk (auto-added in CloudTalk)
Company	🚫
Industry	🚫
Website	🚫
Address	🚫
City	🚫
Zip	🚫
State	🚫
Country	🚫
Preferred agent	🚫

CloudTalk → Freshdesk

CloudTalk Contact	Freshdesk Contact
Name	Full name
Phones	Work phone, Mobile phone
Emails	Emails
Tags	Tags
Title	Title
Address	Address 1
Contact link	🚫
Company	🚫
Industry	🚫
Website	🚫
City	🚫
Zip	🚫
State	🚫
Country	🚫
Preferred agent	🚫

Call Logging & Export

CloudTalk automatically creates a Freshdesk ticket for each call.

Call Field Mapping

CloudTalk Call	Freshdesk Ticket
Contact	Matched by phone number
Contact link	Link to CloudTalk profile
Call date & time	Call date
CloudTalk number	CloudTalk number
Customer number	Caller phone number
Direction	Included in ticket subject
Status	Included in ticket subject (e.g. missed, completed)
Call note	Private note
Tags	Tags
Agent	CloudTalk agent
Duration	Call duration (talk + wait + wrap-up)
Recording URL	Recording link

Call tags created in CloudTalk are exported to Freshdesk and appear directly on the ticket.

Missed Calls

Outbound missed calls are assigned to the calling agent
Inbound missed calls and voicemails are assigned based on the Assign missed calls to setting

If no assignment is configured: