This guide explains how to connect Freshdesk with CloudTalk, configure data synchronization, and enable calling from Freshdesk.
User Level:
Admin
For more details on how calls are logged and how data is synced after setup, see How to Use CloudTalk with Help Scout.
Before You Start
Make sure the following requirements are met before setting up the integration:
You have an active CloudTalk account and access to your Freshdesk account
The user installing the integration must have the Account Administrator role in Freshdesk (users with only the Administrator role cannot install the integration)
You have your Freshdesk API key and domain URL ready (e.g.
https://yourcompany.freshdesk.com)The email address used in CloudTalk must exactly match the email used in Freshdesk, otherwise the integration will not sync correctly
For more details on roles and permissions, see Freshdesk’s guide.
Connect Freshdesk to CloudTalk
Steps from Freshdesk
Login to your Freshdesk account and navigate to Profile settings.
Find and copy your API key.
Copy the Domain URL of your account from the address bar. The format will look something like:
https://{myaccount}.freshdesk.com.
Save your API key and Domain URL. You will need them to complete the setup in CloudTalk.
Steps from CloudTalk Dashboard
From your dashboard, navigate to Account > Integrations.
In the list of integrations, hover over Freshdesk and select +Add
.Enter your Freshdesk API Key and Domain URL, and click Submit.
After a successful authentication process you will be redirected back to integration settings, where you can customize your integration.
Save to enact these changes and activate the integration.
You can set your integration to Inactive at any time using the toggle at the top.
Once the integration is set up, all your Freshdesk contacts will be synchronized with CloudTalk.
Integration Customization
Data Import
Specify a tag for your Freshdesk contacts in CloudTalk and choose whether to import existing tickets from Freshdesk as contact activities.
Logging Calls
Within the integration Workflow settings, you can define which calls (inbound, outbound, missed calls, voicemails, and redirected calls) to log into Freshdesk. Calls will be logged as Freshdesk tickets.
Missed Call Assignment
For the Assign missed calls to setting, be sure to choose an agent to whom all tickets for Freshdesk missed calls will be assigned to. Choose whether to create new contacts for unassociated numbers.
Connected Numbers
Choose to only link activity from certain numbers to your Freshdesk integration by using the Connected Numbers sections. If this section is left blank, data associated with all company numbers will be synched.
Disconnect or Remove the Integration
If you no longer want CloudTalk to synchronize data with Freshdesk, you can disable or permanently remove the integration.
To disable the integration, go to Account > Integrations, locate the Freshdesk integration, and toggle the status from Active to Inactive.
To delete the integration permanently, open the Freshdesk integration settings, scroll down, click Delete Integration, and type DELETE to confirm.
If you need further assistance or have any questions, you can always contact our Support team. We are always here to help you!