How to configure your Freshdesk V3 integration

With the Aircall-Freshdesk integration/app, you are able to automatically log calls to your Freshdesk account and display important information from Freshdesk in your Aircall app when you make or receive calls. 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.

Aircall-Freshdesk Integration/App installation can be initiated from Aircall Dashboard.

Steps:

1. Go to the Integrations > Apps section in your Aircall Dashboard.
2. Use the search bar to search for Freshdesk V3, then select it from the results.
3. Click Install app to start the setup flow.

4. When prompted, click Authorize in the bottom-right corner to grant Aircall access.

5. Under Select numbers, click Add numbers.
   • Choose the Aircall numbers you want to link to Freshdesk.
   • Click Add numbers in the bottom-right corner to continue. For more information on how to add numbers, please visit our article Assigning your Phone Number to your Integration.

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.

6. You will be redirected to Freshdesk authentication.
7. Enter your Freshdesk Subdomain.
   • For example, if your Freshdesk URL is https://mycompany.freshdesk.com, your subdomain is mycompany.
8. 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

Note: Please note as of now subdomains and API Key entered are not validated as of now. So please ensure correct subdomain and API key is provided otherwise it will impact logging in Freshdesk.

9. Once these details are entered, your integration will activate. Click Finish in the bottom-right corner to open your Freshdesk integration settings in Aircall.

Note: A custom field “Aircall Phone Number” is added to Company fields in Freshdesk during installation, that will be used to store phone number associated with a Company.

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 configure the integration settings to ensure smooth functioning.

Freshdesk Settings

Freshdesk Settings section has two settings:

• If a number doesn't exist in Freshdesk, then create: You can select which type of record should be created if a number doesn't exists in Freshdesk. Contacts/ records are also created for calls and messages.

• Sync contacts from Freshdesk to Aircall: Contact along with Company details can be synced to Aircall from Freshdesk by enabling the sync settings. If enabled, when a call or message is done/ sent/ received to a Contact the details will be synced to Aircall.

Record Look Up

You can determine in which sequence the records/objects in Freshdesk should be looked up or searched by the integration using the Record look up setting. The default sequence is Priority 1 Contact and then Company. Based on this sequence defined, the records will be looked up/searched in Freshdesk.

The Insight card will also be displayed based on the record look up settings.

Note: If contact creation is disabled and we dont find a contact then a ticket wont be created in Freshdesk as contact details are mandatory to create a ticket in Freshdesk

Conversation Flow and New Ticket Status

With Conversation flow setting you can configure based on interaction type whether to:

• Create a new ticket and log call/ message details

• Log call/ message details in an existing ticket

• Do not log

With New Ticket Status status setting you can configure what should be the status when a new ticket is created based on interaction type:

• Open

• Pending

• Resolved

• Closed

For conversation flow, If a call or message details are logged in an existing ticket and there are multiple tickets open for that contact, then the call/ message details will be logged in the most recently updated ticket that is either open or pending. A new ticket will also be created if existing ticket(s) is Resolved/Closed.

While updating an existing ticket the status will remain the same.

Both Conversation flow and New Ticket status settings can be used to manage Calls handled by a human as well as AIVA agent. For AIVA, specific settings are given to manage AIVA inbound/outbound calls.

Custom Insight Cards: Contact and Company

Insight cards can be customized to show specific information in the Aircall Workspace app, using the Insight Cards settings tab.

Default fields shown:

• Contact: Name, Email ID, Title
• Company: Company name, Tier, Health score

Both cards also show a link to view the contact's or company's details, and the number of open tickets for that contact or company.

Each card, Contact and Company, can be enabled or disabled individually. Once enabled, up to 5 fields can be mapped per card, from the list of available fields.

AI Entities Logging Settings

Enable or disable logging of AI-generated content to Freshdesk using the AI Entities Logging setting (Yes / No). This covers:

• AI Assist insights: Call Summary, Key topics, Sentiment, Action items
• AI Assist Pro insights: Playbook, Custom Summary
• Call transcription

Once enabled, select which insights, including transcription, should be logged in Freshdesk. For each insight, you can also choose how it's logged.

Insight type	Available options
Call transcription	Notes, Do not log
Key topics	Notes, Tags, Do not log
Action items	Notes, Do not log
Call summary	Notes, Do not log
Call sentiment	Notes, Do not log
Playbook	Notes, Do not log
Custom Summary	Notes, Do not log

Important: This setting is only visible to customers with an AI Assist or AI Assist Pro package. Customers with AI Assist only (not Pro) can view but not edit the Playbook and Custom Summary settings.

Click Save Changes to apply your settings selections.

Please note:

• Insight cards for each entity display only if enabled in the settings.
• If no custom insight cards are enabled, the default insight card displays instead.
• Insight cards display based on the Record lookup settings: the card shown is for the first entity found, according to the record lookup sequence.

FAQs

Why are my calls not getting logged in Freshdesk?

This usually comes down to one of three things: an inactive integration, a number that isn't linked, or a required field in Freshdesk that Aircall can't fill in.

Is my Freshdesk integration still active?

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

Is my Aircall number connected to the integration?

In your Aircall Dashboard, open the Freshdesk integration settings and check whether the Aircall number used for calls is correctly connected. If it isn't linked, add it so calls made from or received on that number log in Freshdesk. For more information, refer to the Aircall guide on verifying connected numbers.

Are the correct fields set as required 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

• Name

For ticket creation or resolution:

• Subject
• Description
• Status
• Source
• Priority
• Requester

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.