Using Freshdesk V3 integration

This article gives an overview of how Aircall works when connected with Freshdesk V3. To configure the integration's settings, see How to configure Freshdesk V3 integration.

If you're still on the previous version of the integration (V2), please see Updating your integration to upgrade.

Integration settings

With the Freshdesk integration, you can customize it using the available settings in Aircall Dashboard > Integrations > Apps, and enable or disable any feature or functionality at any time. For setup details, please see How to configure Freshdesk V3.

Insight cards

The default insight card shows:

• 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 in Freshdesk, and the number of open tickets for that contact or company.

A custom insight card can be enabled or disabled from the Insight Card section in the settings tab of the integration configuration panel. When enabled, you can choose up to 5 additional fields to display. 

Custom insight cards are only shown for the entities they're enabled for, and if enabled for both Contact and Company, the card shown is for the first record found, based on the record lookup settings. 

For more details, please see How to configure Freshdesk V3 integration.

Call and message logging

Calls are logged in Freshdesk as Tickets, with details including the call type (inbound, outbound, or missed), the numbers the call was made from and to, a link to the call or voicemail recording, call duration, and the name of the agent or number that handled the call.

Tags are added as tags on the relevant ticket.

Any comments or notes added during the call are logged as Notes, along with the name of the user who added them. If a call is assigned to another user or transferred, internally or externally, those details are also logged as Notes. The call recording link is logged as a Note as well.

Messages (SMS, MMS, and WhatsApp) are logged as Notes, with the direction (sent or received), the numbers the message was sent from and to, the message text, and any media file sent or received via MMS or WhatsApp. Media files are added as attachments to the note.

Call transcription and AI insight logging

Call transcription, AI Assist insights (Call Summary, Key Topics, Sentiment, and Action items), and AI Assist Pro insights (Playbook and Custom Summary) are logged in Freshdesk as Notes. Logging is managed through the AI Insight Logging setting. Please see How to configure Freshdesk V3 integration for details.

Contact and record creation

New contacts and companies can be created in Freshdesk automatically. This can be enabled or disabled from the Freshdesk settings section of the integration. When enabled, you can choose which record types are created. Please see How to configure Freshdesk V3 integration for details.

A new contact and/or company is created whenever calls or messages are sent or received.

For a new contact, the phone number is recorded in the Work Phone field. For a new company, it's recorded in the custom field Aircall Phone Number.

Contact sync

Contacts with a phone number can be synced from Freshdesk to Aircall. This can be enabled or disabled from the Freshdesk settings section of the integration; it's a single setting that enables sync for all record types. Please see How to configure Freshdesk V3 integration for details.

When enabled, contacts and their linked company name are synced from Freshdesk to your Aircall Phone System, including contact name, company name, and phone number. If a contact's name or phone number is updated in Freshdesk, the update is also synced to Aircall. Please see Synchronizing your integration's contacts to Aircall for more information.

Important: A company name is only synced if it's linked to a contact. A company with no contacts isn't synced to Aircall.

AI Voice Agent call logging

The Freshdesk integration logs both inbound and outbound calls handled by the AI Voice Agent.

When Voice Agent is used, a call can follow one of two paths:

• Voice Agent only: the call is handled entirely by the Voice Agent, with no transfer.
• Voice Agent → Aircall user: the Voice Agent transfers the call to a human Aircall user, or an outbound call is transferred externally.

In both cases, calls are logged in Freshdesk as inbound or outbound handled calls, to keep reporting accurate.

Voice Agent only (inbound and outbound)

For calls handled entirely by the Voice Agent:

• The call is logged as an inbound or outbound call handled by AIVA.
• It's immediately clear from the log that the Voice Agent handled the call.
• Voice Agent notes are included and easily distinguishable from other notes.

Voice Agent transferred to an Aircall user

How a transferred call is logged depends on the call direction and on whether the transfer is answered, missed, or, for outbound calls, unanswered.

Answered transfer (inbound and outbound)

If the agent answers the transferred call, it's logged as an inbound or outbound answered call:

• The title includes both the Voice Agent's and the human agent's number name.
• Notes from both the user and the Voice Agent are logged.
• Tags indicate it was a Voice Agent call, alongside any user tags.

Inbound: missed transfer

If the agent doesn't answer the transferred call, it's logged as a missed call, still marked as a Voice Agent transfer:

• The title shows the call was transferred by the Voice Agent.
• Notes from the Voice Agent are included.
• The call recording is included.
• Tags indicate it was a Voice Agent call.

Inbound: missed transfer to voicemail

If the transferred call isn't answered and the caller leaves a voicemail, it's logged as a voicemail, while keeping its Voice Agent transfer status:

• The title indicates the call ended in voicemail after being escalated by the Voice Agent.
• Notes from the Voice Agent are included.
• The voicemail recording is included.
• Tags indicate it was a Voice Agent call.

Outbound: unanswered transfer

If an outbound call transferred to a human Aircall user or team goes unanswered, it's logged as an outbound unanswered call, including both the Voice Agent's and the user's or team's details:

• The title shows the call was transferred by the Voice Agent, along with the Aircall user's number name or team name.
• Notes from the Voice Agent are included.
• The call recording is included.
• Tags indicate it was a Voice Agent call.

Outbound: transferred externally

If an outbound call is transferred externally, it's logged as an outbound call transferred to an external number, showing the Voice Agent's name and the external number:

• The title shows the call was transferred externally by the Voice Agent, along with the external number.
• Notes from the Voice Agent are included.
• The call recording is included.
• Tags indicate it was a Voice Agent call.

Supported phone number formats

Freshdesk V3 supports multiple phone number formats in addition to E164. For a Contact, phone numbers can be stored in any Phone-type field in Freshdesk, and the integration searches for a match across all available fields. For a Company, phone numbers must be stored in the custom field Aircall Phone Number.

Notes owner in Freshdesk

Notes added to Freshdesk show the person or admin who installed the integration as the owner, not the agent who handled the call. This is a Freshdesk API limitation: the API doesn't allow a specific owner to be passed, so it defaults to whoever authorized or installed the integration.

For comments or notes added in the Aircall Workspace during a call, the name of the agent who added them is shown as part of the note itself.