Start free
Customer support

Freshservice

Let your voice agent log, look up and update Freshservice tickets while callers wait on the line.

Freshservice is an IT service desk for tracking incidents, assets and service requests. With AgentCalls, your agent can open a ticket when a caller reports a problem, look up the status of an existing request, and add notes that your team sees right away. It can also check which asset a caller is using, so the right details reach your technicians without a callback. Connect your Freshservice account from your own settings, and the agent works inside the tools your IT team already trusts.

Start freeSee pricing

What your agent can do with Freshservice

  • Create an incident ticket from what the caller describes, with priority and category set
  • Look up the status of an open ticket by ticket number or requester name
  • Add a note to an existing ticket so technicians see the call details
  • Find an asset record linked to the caller to confirm device and model
  • Send the caller a ticket reference number by text when the call ends

Freshservice exposes 12 actions. You choose which ones the agent may use and whether each runs during or after the call.

Example calls

Reporting a printer fault

  1. Caller

    Hi, the printer on the third floor keeps jamming and nobody in accounts can print invoices.

  2. Agent

    Sorry about that. I'm opening a ticket for you now. Can I take your name and extension?

  3. Caller

    It's Maya Chen, extension 214.

  4. Agent

    Thanks, Maya. I've logged it as high priority with reference FS-48213. A technician will call you within the hour.

Checking a ticket status

  1. Caller

    I called yesterday about my laptop. Has anyone looked at it yet?

  2. Agent

    Let me check. Can you give me the ticket number or your email address?

  3. Caller

    The email is daniel.okafor@brightwellhr.com.

  4. Agent

    I can see it. The ticket is assigned and was updated this morning. The technician is replacing the battery, and it should be ready by Thursday.

Following up on an open request

  1. Caller

    Please tell the IT team I still need the VPN access we talked about last week.

  2. Agent

    I'll add that to your open request now. Is the request for Sophie Laurent in the London office?

  3. Caller

    Yes, that's right.

  4. Agent

    Done. I've added your note to the ticket, so the team sees it before their next review at 10 am.

How to connect Freshservice

  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 Freshservice

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

  3. 3

    Choose the actions

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

Related integrations

Perplexity AICustomer supportPerplexity AI provides conversational AI models for generating human-like text responsesFreshdeskCRM & salesFreshdesk provides customer support software with ticketing, knowledge base, and automation features for efficient…ZendeskCRM & salesZendesk provides customer support software with ticketing, live chat, and knowledge base features, enabling efficient…ServiceNowCustomer supportServiceNow is a cloud-based enterprise platform that helps organizations automate and manage digital workflows across…AmcardsCustomer supportAMCards enables users to create personalized greeting cards, automate mailing campaigns, strengthen customer…GorgiasCRM & salesGorgias is a helpdesk and live chat platform specializing in e-commerce, offering automated support, order management…

All Customer support integrations

Questions, answered.

Does the agent work during the call or after it?

Both. During a call, your agent can create tickets, look up status and add notes in real time. You can also set it to log a summary of each call to Freshservice once the call ends.

What do I need to connect Freshservice?

You need a Freshservice account. Enter your own credentials from the Freshservice settings into the AgentCalls dashboard, and the connection is ready to use.

Is Freshservice included in my plan?

Tool integrations, including Freshservice, 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 Freshservice.

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

Start freeSee pricing