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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.

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Calling from Freshdesk

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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.

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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.

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Call logging and data exchange

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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.

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Field Mapping

Freshdesk → CloudTalk CloudTalk → Freshdesk

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Call Logging & Export

CloudTalk automatically creates a Freshdesk ticket for each call.

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Call Field Mapping

Call tags created in CloudTalk are exported to Freshdesk and appear directly on the ticket.
Group Assignment Admins can choose which Freshdesk group call-export tickets are assigned to. When a group is selected in the Assign call tickets to group setting, every ticket created from a call export lands in that group. The answering agent is set as the ticket responder when they belong to the selected group.
Important: Freshdesk only keeps the assigned agent (responder) on a ticket if that agent is a member of the ticket’s group. Pick a group that contains your calling agents, or the agent field on the ticket will stay empty. This is Freshdesk behavior, not a CloudTalk limitation.
If no group is selected (the default), tickets follow Freshdesk’s account-level default group, and nothing changes from the current behavior. To configure this setting, see Configure Freshdesk.
Note: This setting applies only to call-export tickets. Missed calls and voicemails are still governed by the separate Assign missed calls to setting.

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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:
  • Calls are not assigned to a Freshdesk user

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Unassociated Contacts

If no matching contact exists:
  • A new Freshdesk contact is created automatically
  • The call is logged under this new contact

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SMS and WhatsApp Logging

SMS and WhatsApp messages are logged as tickets or ticket updates in Freshdesk. Behavior:
  • Messages are linked to existing contacts
  • If no contact exists, a new one is created
Need help or have a question? Just reach out through our Support portal — we’re here for you.