Existing ticket updates
The AI Voice Agent finds the relevant request, informs the caller of its status, and can add a note about the latest conversation.
Freshdesk Integration with AI Voice Agents
Connect Voice Logica with Freshdesk and bring phone calls into your support request workflow.
The AI Voice Agent can recognise callers, create tickets with the call summary, add replies and notes, update statuses, and assign new requests. Your team finds the history of phone conversations in the helpdesk it already uses.
Give phone calls a history in Freshdesk
A customer calls for a ticket update or to add information to an open request. Your team needs to find the contact, review the history, and record what was discussed.
The Freshdesk integration allows the AI Voice Agent to use available information and update the helpdesk through the conversation. Phone reports are kept alongside other requests, with less manual data entry.
What can the Freshdesk integration do?
Recognise callers
It looks up the contact using the caller’s number, checking both the phone and mobile fields. It retrieves the contact record and their 10 most recently updated tickets.
Create tickets
It creates a ticket with a subject, detailed description, and requester details. It can set the priority to low, medium, high, or urgent, and the initial status to Open or Pending.
Add public replies and internal notes
It adds public replies that are automatically emailed to the requester, or private notes visible only to your team.
Update ticket status
It updates a ticket’s status according to the configured workflow, for example when the customer confirms that the issue has been resolved.
Search and retrieve tickets
It retrieves ticket details or lists of requests, using current data to inform callers about the progress of their case.
Assign new requests
It retrieves the list of available support agents in Freshdesk and can assign a new ticket to the appropriate team member when it is created.
Turn the call summary into the ticket description
Combine the integration with Voice Logica’s call analysis so the conversation summary becomes the request description.
Your team finds the issue, customer information, and conversation details in one place. Tickets can be created during or after the call, according to the process you have defined.
Key use cases
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After-hours fault reporting
It logs the fault in a ticket with a detailed description, appropriate priority, and assignment, according to the configured workflow, even outside business hours.
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Support for repeat callers
It recognises the contact by phone number and uses recent tickets, reducing the need for the customer to explain the case from the beginning.
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Close resolved requests
It updates the status when the customer confirms resolution and records that confirmation as a public reply, with a copy sent by email.
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Call overflow handling
It handles additional calls during peak periods, recognises callers, and creates tickets with priorities and internal notes where needed.
Benefits for your support team
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Less manual work
Reduce the need to transfer call notes into the helpdesk.
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A more complete customer history
Keep phone reports, replies, and updates together in Freshdesk.
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More organised request handling
Give your team tickets with descriptions, priorities, and assignees, with request logging available 24/7.
How to get started
Getting connected usually takes just a few steps:
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Open Artificial Intelligence → Integrations in Voice Logica.
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Add a new Freshdesk Integration.
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Enter your Freshdesk subdomain and a support agent’s API key.
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Enable the Freshdesk tools for your AI Voice Agent.
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Optionally, combine the integration with call analysis so the summary becomes the ticket description, and with smart call transfers for escalations.
Your AI Voice Agent is now ready to answer calls and log them in Freshdesk.
Frequently asked questions
Is a ticket created for every call?
You decide. The Agent can create tickets for every conversation or only when there is a request to log, during or after the call.
Can customers see what the Agent writes?
Public replies are automatically emailed to the requester. Private notes remain internal and are visible only to your team.
How does it recognise the caller?
It searches the phone and mobile fields in Freshdesk for the caller’s number, then retrieves the contact and their 10 most recently updated tickets.
Connect your phone conversations with Freshdesk
Discover how the integration can work for your business, based on how you log, assign, and track support requests.
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