> ## 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. # Configure Freshdesk > Configure data exchange between CloudTalk and Freshdesk to ensure your data stays up to date. > [!NOTE] > > This guide explains how to connect Freshdesk with CloudTalk, configure data synchronization, and enable calling from Freshdesk. **User level:** Admin *** > [!WARNING] > > For more details on how calls are logged and how data is synced after setup, see [How to Use CloudTalk with Help Scout](https://help.cloudtalk.io/en/articles/5368945-using-cloudtalk-with-help-scout.md). ## 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`](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](https://support.freshdesk.com/support/solutions/articles/96909-controlling-agent-access-with-roles). ## Connect Freshdesk to CloudTalk ### Steps from Freshdesk 1. Login to your Freshdesk account and navigate to **Profile settings.** ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/2582636/084a0e43a2fe-freshdesk-profile-settings-link.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=73c9ea8e0d999184f9d7ce2a3c0a2e77) 2. Find and copy your **API key.** ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/2582636/2c77f442b783-freshdesk-api-key.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=3446ccf6b26ce68cd27cb5038570bbc9) 3. Copy the **Domain URL** of your account from the address bar. The format will look something like: [`https://{myaccount}.freshdesk.com`](https://%7Bmyaccount%7D.freshdesk.com). ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/2582636/fb7469b1d927-freshdesk-domain-url.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=ef6b0b364893266fc3558dab37e84ae3) 4. Save your **API key** and **Domain URL**. You will need them to complete the setup in CloudTalk. ### Steps from CloudTalk Dashboard 1. From your [dashboard](https://dashboard.cloudtalk.io), navigate to **Settings** > **Integrations**. 2. In the list of integrations, hover over **Freshdesk** and select **+Add**`.` 3. Enter your **Freshdesk API Key** and **Domain URL**, and click **Submit.** ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/2582636/30c27caf5e10-image.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=9a9ef3e6ad32ab631b762b8050522060) 4. After a successful authentication process you will be redirected back to integration settings, where you can customize your integration. 5. **Save** to enact these changes and activate the integration. 1. *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. ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/2582636/c0e22cd142b1-image.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=f56f237d79b576e122296bae8f12cab5) ### 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. ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/2582636/88e1c7f3fc4e-image.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=f0a117d6a8d58fa451f2b25078d26565) ### 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. ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/2582636/434326994a4e-image.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=5acd4981102c2ee71be6763e2f0fcc4b) **Call Ticket Group Assignment** Use the **Assign call tickets to group** setting to control which Freshdesk group receives tickets created from call exports. You can find this setting in **Settings > Integrations > Freshdesk > Workflow settings**, just below **Assign missed calls to**. The dropdown lists the groups from your connected Freshdesk account. Select a group and all call-export tickets will be assigned to it. The answering agent is set as the ticket responder when they belong to the selected group. > [!WARNING] > > **Important:** Freshdesk only keeps the assigned agent (responder) on a ticket if that agent is a member of the ticket's group. Make sure the group you select contains your calling agents. If it does not, the agent field on the ticket will stay empty even though CloudTalk knows who answered the call. This is Freshdesk behavior, not a CloudTalk limitation. Leave the setting on **Account default group** to keep Freshdesk's current routing. Existing accounts are not affected by this release unless the setting is changed. This setting applies only to call-export tickets. Missed calls and voicemails are still governed by the separate **Assign missed calls to** setting above. ### 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. ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/2582636/f7e343784771-image.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=085ad59b677d110d0c99e6df76f4adf4) ## 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 **Settings > Integrations**, locate the **Freshdesk integration**, and toggle the status from **Active** to **Inactive**. ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/2582636/db22b14d7694-screenshot-2026-03-23-at-16-04-28.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=6930149069917cf52b38d3bafa49c586) To **delete the integration permanently**, open the Freshdesk integration settings, scroll down, click **Delete Integration**, and type **DELETE** to confirm. ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/2582636/8aed4aaa4354-screenshot-2b2025-07-03-2bat-2b11-57-50.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=c7a3cd3d773d1f332ab523726560893c) *** *Need help or have a question?* Just 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 - [Using CloudTalk with Freshdesk](https://help.cloudtalk.io/en/articles/14179875-using-cloudtalk-with-freshdesk.md) - [Triggering a VoiceAgent Call from Freshdesk](https://help.cloudtalk.io/en/articles/15457387-triggering-a-voiceagent-call-from-freshdesk.md) - [Configure Attio](https://help.cloudtalk.io/en/articles/16815852-configure-attio.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.