> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Triggering a VoiceAgent Call from Freshdesk

> Automate VoiceAgent calls directly from Freshdesk

> [!NOTE]
>
> In this guide, you will learn how to automatically trigger a CloudTalk VoiceAgent call from Freshdesk using Automation Rules. The **Trigger Webhook** action gives you full control over the HTTP method, URL, headers, and body, so calls can be initiated directly from ticket events.

**User level**: Admin

***

## Before you start

You will need:

* A CloudTalk VoiceAgent already created (note the VoiceAgent ID)

* CloudTalk API credentials (API Key and Secret) found in **Company Settings > Integrations > API** ([How to access and generate your CloudTalk API keys](https://help.cloudtalk.io/en/articles/15272380-how-to-access-and-generate-your-cloudtalk-api-keys.md))

* A Freshdesk **Pro plan** or above

* A phone number available on Contact records

## Generate the Authorization header

CloudTalk uses Basic Authentication for API requests.

1. Open [https://www.debugbear.com/basic-auth-header-generator](https://www.debugbear.com/basic-auth-header-generator)

2. Enter your **CloudTalk API Key** as Username and your **API Secret** as Password

3. Copy the generated value. It looks like: `Basic XXXXXXXXX`

> [!WARNING]
>
> **Note:** Freshdesk also accepts a plain username/password combination in the webhook configuration, so the Base64-encoded header is optional. Either approach works.

## Set up the integration

### Create the Automation Rule

1\. In Freshdesk, go to **Admin > Automation > Ticket Creation** (or **On Ticket Update**, depending on when you want calls triggered)

![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15457387/459801bf74ad-screenshot-2026-06-05-at-10-53-54.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=5a7cc485d58bd1d956110794946f4af7)

2\. Click **Start from scratch**

3\. Set your **conditions**, for example:

* *Ticket is created*

* *Contact phone is present*

* *Tag contains* `voiceagent`

![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15457387/ebd0b5c7f2ee-screenshot-2026-06-05-at-10-59-53.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=6f883a536c594b5986ed2490dbcdb112)

4\. Under **Actions**, click **Add action > Trigger Webhook**

5\. Configure the webhook:

| **Field** | **Value** |
| - | - |
| Request type | POST |
| URL | `https://api.cloudtalk.io/v1/voice-agent/calls` |
| Encoding | JSON |

![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15457387/06136a27c11d-screenshot-2026-06-05-at-11-00-17.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=88d12880285be17c78721cb9768b7c11)

6\. Under **Custom Headers**, add:

* `Authorization` > `Basic XXXXXXXXX`

* `Content-Type` > `application/json`

7\. Under **Content (Advanced)**, paste the following body:

```json theme={"system"}
{
  "call_number": "#{{ticket.contact.phone}}",
  "voice_agent_id": "YOUR_VOICE_AGENT_ID"
}
```

> [!WARNING]
>
> `call_number` and `voice_agent_id` are the only mandatory fields. You can also pass optional `call_properties` such as system prompt variables and output variables, depending on your VoiceAgent configuration. [Learn what to include](https://help.cloudtalk.io/en/articles/11401649-voiceagents-for-outbound-calls.md)

![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15457387/9cf3505f96ed-screenshot-2026-06-05-at-11-00-39.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=623092ba130f596b5667a223dc720089)

8\. Click **Preview and save**, then activate the rule.

### Test and verify

1. Create or update a ticket that matches your trigger conditions

2. Go to **Admin > Automation** and check the rule's execution log

3. Verify in CloudTalk that the VoiceAgent call was initiated

**You're all set!** 🚀 Your Freshdesk automation rule will now trigger a CloudTalk VoiceAgent call whenever a ticket meets your chosen conditions.

> [!NOTE]
>
> 💡 **API Limits to Keep in Mind**
>
> *To avoid failures or throttling, make sure your Freshdesk automation handles call distribution carefully. Use delays or scheduling logic where needed, as the standard API rate limit (60 requests per minute) applies to the VoiceAgent endpoint.*

## Troubleshooting

| Error | What to check |
| - | - |
| **401 Unauthorized** | Regenerate and re-enter the Authorization header |
| **400 Bad Request** | Ensure the phone number is in E.164 format (`+1234567890`) and that `voice_agent_id` is correct |
| **Rule not triggering** | Confirm all conditions are matched and the rule is enabled |

***

Need help or have a question? Reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884). We're here for you.


## Related topics

- [Triggering a VoiceAgent Call from Zendesk](https://help.cloudtalk.io/en/articles/15934846-triggering-a-voiceagent-call-from-zendesk.md)
- [Triggering a VoiceAgent Call from Freshservice](https://help.cloudtalk.io/en/articles/15502021-triggering-a-voiceagent-call-from-freshservice.md)
- [Triggering a VoiceAgent Call from Pipedrive](https://help.cloudtalk.io/en/articles/15516233-triggering-a-voiceagent-call-from-pipedrive.md)


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