Freshdesk + 365agents: AI voice tickets integrated with your Freshdesk support stack
365agents connects natively to Freshdesk via OAuth. Every call creates or updates a Freshdesk ticket with transcript, SLA-correct priority, and proper routing to the right agent group.
Written By Catherine Weir
Last updated 4 days ago
365agents connects natively to Freshdesk via OAuth. Every call your AI agent handles creates or updates a Freshdesk ticket under the right contact, with transcript, SLA-correct priority, proper group routing, and call outcome status. Your voice channel becomes a first-class part of your Freshdesk support workflow.
What this makes possible
Ticket creation on every call — both resolved and escalated calls create tickets-of-record
Contact matching — known callers tie to existing Freshdesk contacts
Custom field population — AI-captured data writes to your Freshdesk custom fields
Group routing — tickets assigned to the right Freshdesk group based on call content
Priority and urgency — VIPs, urgent issues, and SLA-sensitive topics get correct priority
SLA tracking — voice-originated tickets included in your SLA reporting like every other channel
How a real call flows
Customer calls with a billing dispute
AI captures the dispute details, cannot resolve independently
Escalates to your billing team
Freshdesk ticket created under the customer's contact, assigned to Billing group
Priority set to "Medium", SLA clock starts
Transcript attached as a private note for the billing agent to review
How to connect
Admin dashboard → Integrations → Freshdesk
"Connect" with your Freshdesk subdomain and API key or OAuth
Map fields, groups, and priority rules
Test with a call
Who this is for
Customer support teams on Freshdesk / Freshworks
SMB and mid-market IT support
E-commerce with ticket-based customer service
Any team where Freshdesk is the support system of record
Related
Get started
Book a demo — we'll connect Freshdesk during onboarding.