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CRM & sales

Freshdesk

Freshdesk on your phone line: your agent logs, looks up and updates support tickets during the call.

Connect Freshdesk and your agent can work with your support queue while it talks to customers. It can open a new ticket for a caller's issue, look up the status of an existing one, add a reply, or update a ticket's details once the call is done. Callers get answers from the record without waiting on hold, and your team sees every request logged in Freshdesk with the call attached. Connection uses your own Freshdesk credentials from its settings, and integrations are included from the Growth plan.

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What your agent can do with Freshdesk

  • Create a Freshdesk ticket from a caller's issue, with subject, description and priority
  • Look up a ticket by number and read its current status to the caller
  • Reply to an existing ticket when a customer calls with new information
  • Update ticket fields such as status, priority or assignee after a call
  • Retrieve a list of open tickets for a caller's account

Freshdesk exposes 178 actions. You choose which ones the agent may use and whether each runs during or after the call.

Example calls

Caller checks on a ticket

  1. Caller

    Hi, I'm calling about ticket 48213. I submitted it last Tuesday about a billing error.

  2. Agent

    Thanks for calling. Let me pull that up. Ticket 48213 is open and assigned to our billing team, last updated yesterday.

  3. Caller

    Has anyone looked at it yet?

  4. Agent

    Yes, Daniel from billing replied yesterday afternoon. He's waiting on a refund confirmation from your bank, and he expects to close it by Friday.

New support request by phone

  1. Caller

    Our printer in the front office stopped connecting to the network this morning. We need someone to look at it today.

  2. Agent

    Understood. I'll log that for you now. Can I get your name and the best email to reach you?

  3. Caller

    It's Priya Shah, priya@brightlinedental.co.uk.

  4. Agent

    Thanks, Priya. I've opened ticket 48307 with high priority. You'll get a confirmation email shortly, and the technician will reply to that thread.

Follow-up call after a reply

  1. Agent

    Hi Marcus, this is calling from Northgate Supplies about your open ticket on the delayed order.

  2. Caller

    Oh good, I was hoping someone would call. Is the shipment moving?

  3. Agent

    It cleared the warehouse this morning and should arrive Thursday. I've added that update to the ticket so the record is current.

  4. Caller

    Perfect, thank you. Can you close it once it's delivered?

  5. Agent

    I've noted that. I'll mark it to close after delivery confirmation.

How to connect Freshdesk

  1. 1

    Create your agent

    Sign up to AgentCalls, pick an English or Arabic voice and write what the agent should know and do in plain language.

  2. 2

    Connect Freshdesk

    From Integrations in the dashboard, choose Freshdesk and enter the connection details from your Freshdesk account settings.

  3. 3

    Choose the actions

    In the agent editor, enable the Freshdesk actions the agent may use and set each to run during the call or afterwards. Then test it from your browser.

Use cases that use Freshdesk

Use casesSupport triageThe agent answers common questions itself and turns the rest into well-formed tickets, routed to the right queue.

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All CRM & sales integrations

Questions, answered.

Does the agent work with Freshdesk during the call or after it?

Both. It can look up and create tickets while the caller is on the line, and it can update or reply to tickets once the call ends, based on what was discussed.

What do I need to connect Freshdesk?

A Freshdesk account and its credentials, entered from the Freshdesk settings in your AgentCalls dashboard. Connection takes a few minutes and you can change or revoke it at any time.

Which plan includes Freshdesk?

Integrations, including Freshdesk, are included from the Growth plan.

Page drafted from the tool's public description and reviewed automatically for accuracy of claims

Put your agent to work with Freshdesk.

Connect in minutes, test from your browser, go live on a number in the US, UK or Gulf. Free to start, no card needed.

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