The Aircall–Freshdesk integration helps streamline your workflows by automatically logging call details in Freshdesk and reducing manual data entry. Setting it up only takes a few minutes.

Before beginning, ensure you have admin rights in both Aircall and Freshdesk, and that both accounts use the same email address.

Important: Installation will not be successful if you have Two-Factor Authentication enabled in Freshdesk. Please disable Two-Factor Authentication in Freshdesk before installing.

If you already have a Freshdesk integration installed, you may see a prompt in your Dashboard to update it. For detailed guidance, visit Updating your integration.

Installing your Freshdesk integration

Follow these steps to install and connect your Freshdesk integration.

Steps:

  1. Go to the Integrations & API section in your Aircall Dashboard.
  2. Use the search bar to search for Freshdesk, then select it from the results.

  3. Click Install integration to start the setup flow.

    Aircall Freshdesk V2 integration page showing a description and the Install integration button on the right.
  4. When prompted, click Authorize in the bottom-right corner to grant Aircall access.
  5. Under Select numbers, click Add numbers.
Note: You can skip this step if needed, but at least one number must be linked for call activity to log in Freshdesk. You can add or remove numbers later from the Aircall Dashboard. For step-by-step instructions, see Assigning your Phone Number to your Integration.
  1. Enter your Freshdesk Subdomain.
    • For example, if your Freshdesk URL is https://mycompany.freshdesk.com, your subdomain is mycompany.
  2. Enter your Freshdesk API Key.
    • To locate your API key in Freshdesk, go to Profile photo > Profile settings > View API key. For details, check How to find your API key
  3. Once these details are entered, your integration will activate. Click Finish in the bottom-right corner to open your Freshdesk integration settings in Aircall.

Configuring your integration settings

After installation, you can configure your integration directly from the Aircall Dashboard. The configuration page has two sections: General and Settings.

General

In this section, you can:

  • Toggle your integration Active/Inactive.
  • Add a Custom name for your integration.
  • Add or remove numbers linked to the integration. Please note that calls to or from numbers not linked will not log in Freshdesk.
  • Delete your integration if needed.

Settings

In this section, you can:

  • Define the ticket status (Open, Pending, Resolved, or Closed) for each type of call created in Freshdesk.
  • Choose whether calls to or from numbers not already saved in Freshdesk should create a new contact or not.
Important: When an agent leaves a note or comment during a call and a new Freshdesk ticket is created, the note or comment appears in the ticket description. This means it is visible to clients. Agents should avoid including sensitive or private information in notes or comments.

Troubleshooting: Why are my calls not getting logged in Freshdesk?

If your calls are not appearing in Freshdesk, it may be due to issues with your Aircall integration or certain field settings within Freshdesk. Follow the steps below to troubleshoot and resolve the issue.

Check your Freshdesk integration in Aircall

Log in to your Aircall Dashboard, navigate to the Integrations section, and confirm that your Freshdesk integration is still active. If the integration is inactive, reactivate it to resume call logging.

Verify your Aircall number connection

  1. In your Aircall Dashboard, open the Freshdesk integration settings.
  2. Check whether the Aircall number used for calls is correctly connected to the integration.

If the number is not linked, add it to ensure that calls made from or received on that number are logged in Freshdesk. For more information, refer to the Aircall guide on verifying connected numbers.

Check mandatory fields in Freshdesk

Aircall can only create or update records in Freshdesk if certain required fields are properly configured. Make sure that only the following fields are marked as required:

For contact creation:

  • Name
  • Phone

For ticket creation or resolution:

  • Subject
  • Description
  • Status
  • Source
  • Priority
  • Requester
Freshdesk ticket field configuration screen with dropdown values and agent and customer behavior settings.png
Important: If any additional fields are set as required in Freshdesk, Aircall will not be able to create new contacts or tickets. Please review and adjust these settings in Freshdesk.

To learn how to modify required fields in Freshdesk, visit this Freshdesk support article.