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.
If you currently have a Freshdesk Integration installed, you may see a prompt to update it in your Dashboard. For more information on this process, please also visit Updating Your Integration.
Installing Your Freshdesk Integration
Follow the simple steps below to get started:
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Log in to the Aircall Admin Dashboard
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Select Integrations & API from the left sidebar menu
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Find and click on Freshdesk in the Discover integrations section
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Click on Install integration to start the install flow
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Click Authorize
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Under Select numbers click Add numbers
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Select the numbers you would like to have linked to the Freshdesk integration, then click Add numbers in the bottom right corner to continue
⚠️ Please note that you may choose to skip this step if needed, but in order for call activity to log in Freshdesk, at least one number will need to be selected. If you would like to add or remove numbers associated with your integration at any point, you can do so directly in the Aircall Dashboard.
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Enter your Freshdesk Subdomain (if your Freshdesk Account URL is https://mycompany.freshdesk.com then 'mycompany' is your subdomain)
- Enter your Freshdesk API Key (you can find your Api Key in your Freshdesk account. Click on your profile photo > profile settings > view api key: How to find your API key)
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Once you have completed these steps, your integration is now active. Click Finish to be directed to your Freshdesk integration settings
Configuring your Integration Settings
After clicking Finish you will be directed to the page of the Aircall Dashboard where you configure your Freshdesk integration settings. There are two sections on this page: General and Settings.
General
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Change your integration to/from Active/Inactive
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Add a custom name for your integration
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Add or remove the Aircall numbers you want connected to your Freshdesk integration. Please keep in mind that calls to/from any number not connected will not log in Freshdesk.
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Delete your integration
Settings
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Choose, for each type of call, what status will be applied to the created ticket: Open, Pending, Resolved, or Closed
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Choose if calls to/from numbers not already saved in Freshdesk should create a new Contact or not