Learn how to set up your Freshdesk integration and how to customize your integration.
User Level:
Admin
Freshdesk Integration Setup
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.
Customize CloudTalk With Freshdesk
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.
Call Directly from Freshdesk
You can use the Chrome Click-to-Call extension in order to make a call directly from your Chrome browser by clicking on a number in Freshdesk.
When using Click-to-Call, we recommend removing other Chrome extensions or telco providers as these may interfere with the Click-to-Call feature.
If you need further assistance or have any questions, you can always contact our Support team. We are always here to help you!