The Aircall-Freshdesk integration has a lot to offer by streamlining workflows and getting rid of manual data entry after a phone call. Thankfully, getting set up only takes a few minutes!

Before you start, make sure that you have admin rights in both Aircall and Freshdesk, and that you are using the same email address for both accounts.

⚠️ Please note that installation will not be successful if you have Two-Factor Authentication enabled in Freshdesk. To ensure the integration is able to be successfully installed, please disable Two-Factor Authentication in Freshdesk before installing.

• Log in to your Aircall Dashboard.

• Select Integrations & API on the left sidebar menu.

• Select Freshdesk from the Discover integrations tab.

• Click on Install integration.

Now you will be guided through a few easy steps outlined below.

Step 1: Authenticate Aircall

• Click on New Authentication. (This will open a screen for you to add a required Authentication name. You will see a default name already provided for you. While a name is required, it will not be visible anywhere so any name can be used here -- either the suggested default or a name that you choose yourself.)

• Click Add and a pop-up will appear

• From the pop-up, click on Authorize to allow this integration to access information about your calls in Aircall

• If the integration is successful, you will see a message that says “Authentication for Aircall successfully created.” Once you see this, click on Next

Step 2: Connect An Aircall Number to Freshdesk

• Select an Aircall number from the drop-down to connect to Freshdesk. (Please keep in mind that if you do not select a number it will not be linked.)

Step 3: Authenticate Freshdesk

• Click on New Authentication. (This will open a screen for you to add a required Authentication name. You will see a default name already provided for you. While a name is required, it will not be visible anywhere so any name can be used here -- either the suggested default or a name that you choose yourself.)

• Enter your Freshdesk domain. (This is the URL that is viewable in the URL bar when you log in to your Freshdesk account e.g. https://aircall.freshdesk.com.)

• Enter the email and password used for your Freshdesk Admin account

• Click Add. If the integration is successful, you will see a message that says “Freshdesk Connected.” Once you see this, click on Next.

  ⚠️ Please note: For Freshdesk accounts with SSO (Single Sign-On authentification) activated, you will need to authenticate using an API key.

Step 4: Customize the Ticket Status (optional)

• Automate the ticket status for each call outcome by choosing from the drop-down list options (i.e. Open, Pending, Resolved, Closed) for each call outcome listed (i.e. Inbound answered calls, Inbound unanswered calls, Inbound calls with voicemail, Outbound answered calls, Outbound unanswered calls).

• If you do not make selections, the default options shown will be applied.

⚠️ PLEASE NOTE: Although you're able to add additional fields to the form when manually creating a contact on your end, we do not recommend making them mandatory as this would interfere with how Aircall sends information to the integration.

Please make sure that there are no mandatory tickets fields apart from :

• Status

• Priority

• Source

• Description

• Subject

In order to set a ticket field to non-mandatory, 'required when submitting the form' should be unchecked :

The 3 fields Aircall uses to create a new ticket in Freshdesk are:

• Status

• Subject

• Assigned to

Even if there are mandatory fields, toggle the section on the top right in order to allow Aircall to create tickets. This can be found in Admin > Ticket Field.

Step 5: If A Number Does Not Exist

• If a phone number does not exist in Freshdesk, choose whether to create a new “Contact” in Freshdesk or “Nothing.” Note that the text that you type here must match exactly (it is case-sensitive) and if you type 'Nothing', no call ticket will be logged in Freshdesk if a phone number does not exist in Freshdesk.

• The contact fields that Aircall applies are as follows:

- First

-Last

- Phone #

⚠️Please note: if there are any other mandatory fields, this could prevent the integration from logging calls and information as expected.

Great, your integration is active! 🎉

Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!