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Integrations

Freshdesk integration with your phone lines and contact center

CONTACT.WORK connects to Freshdesk through the Freshdesk API, and our team builds the integration for your workflow during implementation. Agents see the contact, their company, and open tickets as a call comes in, and Freshdesk gets every call as a ticket or a note with the recording.

Get a quotePricing
API v2Freshdesk REST APITickets, contacts, and companies both ways
Phoneas the ticket sourceNew calls open tickets with the caller's number
Private noteon the ticket for repeat callsRecording link and AI summary
Custom appfor a calling panel in FreshdeskOption three, if your plan allows custom apps

Capabilities

What you get with Freshdesk

Contact and company firstThe call form shows the Freshdesk contact, the company they work for, and their latest tickets, so callers skip retelling their story.
Phone tickets without typingA new call creates a Freshdesk ticket with Phone as the source, the caller's number, and the group that owns the line.
Notes with the recordingA call about an existing ticket adds a private note: who talked, how long, the outcome, the recording link, and a short AI summary.
Messages on the same contactWeb chat, SMS, WhatsApp, Facebook Messenger, and Instagram conversations run through CONTACT.WORK and attach to the same Freshdesk contact.

Options

Pick how your team handles calls with Freshdesk

The deciding factor is the screen your agents keep open: the Freshdesk ticket list or the CONTACT.WORK workspace. A support desk and a sales line in the same company may choose differently.

No searching for the customer

When the phone rings, the agent's browser shows the Freshdesk contact for that number or their open ticket. For an unknown number, a new ticket is ready with the phone number and the line name in place, so the agent just adds the subject.

  • Contact or open ticket on screen
  • New ticket prefilled for new callers
  • The ticket follows the call on transfer
Option 1 of 3

After discovery, we suggest one option or a mix of them.

How it works

What every option includes

Conversation log

Each ticket tells the full story

Open any Freshdesk ticket and you see the calls behind it: date, agent, duration, outcome, the audio, and an AI-generated summary. If a customer calls and nobody picks up, the platform can create a ticket for a callback, so the inquiry doesn't get lost overnight.

  • Recordings open from the ticket note
  • Short AI summary in place of manual notes
  • Missed calls turn into callback tickets

Routing by Freshdesk data

The right agent picks up

Before routing a call, the platform asks Freshdesk who owns the customer's open ticket. The call goes to that agent or their group, and you can give priority to customers from chosen companies. Customers stop repeating themselves to a new person every time.

  • Agent and group taken from the ticket
  • Priority for companies you choose
  • Fallback to the group when the agent is busy

Setup

How we connect Freshdesk

  1. 01DiscoveryWe review your groups, ticket fields, statuses, automations, and phone lines, and agree on what the agent needs during a call.
  2. 02API accessYour Freshdesk admin creates an agent account for the integration and shares its API key with us through a secure channel.
  3. 03DevelopmentOur team builds the exchange through the Freshdesk API and, for the third option, the custom app for your Freshdesk account.
  4. 04Field mappingWe map agents to their Freshdesk accounts, lines with groups, and call dispositions with ticket statuses, priorities, and custom fields.
  5. 05TestingWe place test calls and send test chats: a new customer, a returning one, a call about an open ticket, a transfer, and a missed call.
  6. 06LaunchAgents start working in the new flow, and over the first week we reconcile platform reports with Freshdesk tickets.

Requirements

What we need from your Freshdesk

Freshdesk
A Freshdesk plan with API access
Access
An agent account for the integration and its API key
Calling app
Only for the third option – a plan that lets you install custom apps
Phone lines
Your existing numbers and carrier; porting is handled by the carrier and typically needs longer than a day
Platform location
Hosted by CONTACT.WORK or installed on your servers
Cost
Built to order: $60 an hour on Pro (8-hour monthly minimum) or Maxi plan hours; Freshworks bills for Freshdesk plans

Preparation

Questions to think over before we talk

How do agents use Freshdesk today?Ticket views, the ticket list, or both – and which screen stays open during a call.
What should a call create?Always a new ticket, a note on an open one, or a choice the agent makes at the end of the call.
Which fields matter?Ticket types, custom fields, and statuses the call outcome should fill in.
Which phone lines and channels?Support, sales, toll-free numbers, SMS, and chat – and which Freshdesk group owns each one.
Where are your callers?Callers from all-party consent states hear a short notice that the call is recorded.
Any outbound calling?Follow-up calls on resolved tickets or renewals need prior consent, and the dialer skips anyone on your do-not-call list.

Q&A

Frequently asked questions

Do you have an app in the Freshworks Marketplace?

No. We connect Freshdesk to CONTACT.WORK through the Freshdesk API and build the integration around your process during implementation. If you want a panel inside Freshdesk, we build it as a custom app for your account.

Can agents keep working in Freshdesk only?

Agents can stay in Freshdesk with a screen pop or with a calling panel in Freshdesk. Supervisors use CONTACT.WORK for live queues, whisper coaching, and call reports.

Where are call recordings stored?

The audio files stay in CONTACT.WORK, hosted by us or on your servers. Freshdesk keeps a link plus a few lines of AI summary, and only roles you allow can play the file.

Can we sort calls by Freshdesk priority?

Yes. A caller with an urgent open ticket can go to the front of the queue, and routing can also use other Freshdesk data, such as the ticket owner or the customer's company. We agree on the rules during discovery.

What about recording consent in the US?

In all-party consent states, every participant must agree to be recorded. We add a recording notice to the lines you choose; the exact wording is up to your legal team.

What if we move from Freshdesk to another help desk?

Your numbers, IVR, queues, and call history stay in CONTACT.WORK. Only the exchange with the new help desk has to be built.

Which reports stay in Freshdesk, and which move to CONTACT.WORK?

Ticket metrics – resolution time, SLA, tickets by source – stay in Freshdesk, where phone tickets show up with Phone as the source. Call metrics such as wait time, abandoned calls, and talk time per agent come from CONTACT.WORK reports, along with live queues for supervisors.

Can we switch over without pausing support?

Freshdesk keeps running during the whole project. The integration uses one agent account's API key, and we start with a few lines. The rest move only after you've checked the tickets that test calls created.

What does the integration cost?

The build is billed by CONTACT.WORK, and Freshdesk is billed by Freshworks. Alongside it you keep paying your CONTACT.WORK support plan for the platform. We build the integration to order: $60 per developer hour on Pro if you take at least 8 hours a month, or hours from the 40 included in Maxi. Discovery comes first, then a scope estimate you approve. You pay us nothing for licenses or seats, and prices are before applicable taxes. For the Freshdesk side, check that your plan includes API access.

Pricing →

Glossary

Terms on this page

API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
REST: exchanging data between systems over HTTP
The standard way software exchanges data over the internet. Learn more →
Whisper coaching
Supervisor coaching that only the agent can hear. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Abandonment rate
How many callers hang up before an agent answers. Learn more →

More

Other integrations

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Blog

Fresh from the blog

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