Dialpad + FreshDesk

Makes it easy to keep everything in one place by bringing your calls, contacts, tickets, and AI insights together, so you can stay productive without jumping between apps.

Let’s dive into the details.

Who can use this

This integration is available to Dialpad Sell and Dialpad Support customers, as well as Dialpad Connect users on Pro and Enterprise plans.

To use the FreshDesk integration, your company must already be using FreshDesk, and you'll need your FreshDesk URL and API key to connect it.

Get your FreshDesk URL & API key

To get your FreshDesk URL and API key, go and log in to your FreshDesk account.

1. Navigate to your avatar and select Profile Settings

2. Select View API key

3. Highlight your API key and select Copy

Your FreshDesk URL is the web address you use to log in to FreshDesk.

(e.g.,https://yourcompany.freshdesk.com)

Enable FreshDesk

To enable FreshDesk integration, go to your Company Settings.

1. Select Integrations

2. Navigate to FreshDesk

3. Select Options > Manage Settings
   

4. Select Enable this feature

   1. Enter your FreshDesk URL

   2. Enter your FreshDesk API key

You can choose to enable this for the whole company or specific offices, departments, or contact centers.

Enable call logging

Call logging must be enabled to create tickets automatically during inbound calls. Call logging can be enabled at the company, office, and shared line levels.

To enable call logging preference, go to your Dialpad Admin Settings.

1. Navigate to My Company, Office Settings, or Shared lines

2. Select Integrations > Navigate to FreshDesk

3. Select Options

   

4. Select Manage Settings

5. Navigate to Call logging

6. Select the desired preferences and select Save

The following activities can be logged in FreshDesk:

Note

FreshDesk logs calls from direct numbers and shared lines. If you don’t have a contact center, shared line calls won’t be logged since they don’t exist for you.

Connect FreshDesk in Dialpad

Once FreshDesk has been enabled at the company and office level, agents will need to connect their Dialpad account to FreshDesk in the Dialpad app.

To connect a Dialpad account to FreshDesk:

1. Navigate and select any contact > select the Skinny Bar icon

2. Navigate to the FreshDesk widget > Select Connect FreshDesk

   

3. Paste your API key > Select Save

Once connected, you’ll see matching FreshDesk records in the right-hand sidebar of Dialpad.

Note

FreshDesk doesn’t support OAuth yet, so you’ll need to use your API key.

No need to re-enter your API key as long as you're connected to the integration — unless you disconnect, clear your cache, use incognito mode, or switch browsers.

Contact Matching

Dialpad looks for matching FreshDesk contacts using the contact’s name, email, and phone number.

View contact information

Once a contact is connected, you can view their details right in the Dialpad sidebar.

This includes their name, email, job title, and phone number if available. You’ll also see their most recent tickets and the status of each one.

Rematch a contact

Need to change the matched contact? No problem!

To change (rematch) a contact:

1. Hover over the contact details in the FreshDesk widget

2. Select Rematch

3. Search for a different contact’s name or number in the search bar

4. Select the name of the contact you’d like to match

Note

If you see a soft deleted error, it means the contact still exists in FreshDesk. Just go to the newly opened tab and delete the contact permanently to continue with re-matching.

Multiple contact match

If multiple contacts are found, you’ll see potential matches listed in the FreshDesk widget.

To match the Dialpad contact to the correct FreshDesk contact, select the name.

Create FreshDesk contact

New FreshDesk records can be created live during Dialpad calls.

To create a FreshDesk record from the Dialpad app:

1. Select the FreshDesk widget on the right-hand sidebar

2. Select Create Record

   1. Enter name, email, and phone number

3. Review and edit details > Select Save

Once you create a new contact, it’ll automatically link to the Dialpad contact you’re viewing in the sidebar.

Tip

For easier matching, use International Format (+14155552671) with no spaces, or National Format like (415) 555-2671 with local formatting.

Ticket management

Tickets help you keep track of customer issues in FreshDesk. Before creating a ticket, you’ll need to have a matched FreshDesk contact.
This can happen automatically, manually, or during a call.

Once the contact is matched, tickets can be created automatically or manually based on your settings.

View recent tickets

View a list of recent tickets tied to the contact. You can also open these tickets in a browser tab to view them directly in FreshDesk.

Note

The first ticket in the Recent tickets section will be the newly created ticket for an active call if automatic ticket creation is enabled.

Create tickets from calls

When receiving or initiating a call and the Log Calls as tickets setting is enabled, FreshDesk automatically creates a new ticket, which appears under the current ticket section. You can then edit this ticket for this call, or merge it with an existing one.

Merge a new ticket with an existing one

Merging a new ticket into an existing one occurs when a caller calls more than once about the same issue. Instead of creating a new ticket for each call, you can merge this new ticket with a recent one. This means that the current call will be added to the recent ticket, and all calls related to the same issue will be under the same ticket.

To merge the ticket to a recent one user will need to:

1. Select Merge with option for the newly created ticket

   

2. Choose one of the recent open tickets the belong to the customer in question

3. (Optional) Add a note that, based on this call outcome, if desired, and then select Merge

   

The new call will be added to the selected recent ticket.

Note

The original ticket for the call will be soft-deleted to avoid having several tickets for the same issue.

Manually create a ticket

If Log Calls as Tickets is off, you can manually create a ticket for a matched contact.

Note

If a new manual ticket is being created for a specific call, it should happen during the call. Otherwise, FreshDesk will lose track of which call belongs to which ticket.

To manually create a ticket:

1. Go to the FreshDesk widget on the Dialpad app

2. Navigate to Recent tickets and select the + icon

   

3. Enter the required ticket fields:

   • Subject

   • Status

   • Priority

   • Description

Once created, you'll see the ticket appear in the FreshDesk widget, under Recent tickets.

Note

Select View all under Recent tickets to see all tickets created for the contact.

Edit a ticket

You can edit tickets created during a call or any recent ticket linked to the contact.

To edit a ticket:

1. Go to the FreshDesk widget on the Dialpad app

2. Select the pencil icon

   

3. Edit the ticket details as needed

Note management

Notes help you keep track of important details within a ticket.

Create a note

Reminder

A note is always tied to a ticket, and it can’t exist on its own.

In order for the user to create a note, the following fields have to be filled:

• Visibility

• Description

To create a note:

1. Go to the FreshDesk widget on the Dialpad app

2. Navigate to Recent Note and select the + icon

   

3. Enter the note details

4. Save the note

After you’ve created a note, you’ll see more ways to manage it:

• Edit a note by clicking the pencil icon.

• View a note by clicking the external link icon to open it in FreshDesk.

• Delete a note by clicking the trash can icon.

Call logging behavior

When a call is active, the FreshDesk sidebar updates to show the call timer, the matched contact’s info, and their recent tickets, all in one place.

Call details in the ticket will include:

• Call date & time

• Direction (Inbound/Outbound)

• Duration

• Caller & callee info

• Call recording link (if enabled)

• Call review link

• Voicemail link (if available)

Post-call notes may also include:

• From/To

• Coaching team name (If part of a Coaching team)

• Contact center (If part of a Contact center)

• Department

• Call disposition (If enabled)

• Call summary link

• Recording URL (If recorded)

Note

Missed calls on shared lines are logged under the admin account. If the number isn’t saved in FreshDesk, a new contact will be created automatically.

If automatic ticket creation is on, the first ticket under Recent tickets will be the one just created for the call.

Dialpad AI & Call recordings in FreshDesk

You can set up your FreshDesk integration to include call recordings and AI-generated insights right within your tickets.

To enable call recordings and Dialpad AI, go to your Dialpad Admin Settings.

1. Navigate to My Company, Office Settings, or Shared lines

2. Select Integrations

3. Navigate to FreshDesk

   

4. Select Options > Manage Settings

5. Navigate to Call logging

   1. Enable Post call recordings to FreshDesk

   2. Enable Post AI-generated data to FreshDesk

Here are the Dialpad AI features logged to and supported in FreshDesk.

Troubleshooting

Let’s go over some common errors and how to fix them

I could not find a ticket for the call I had

Check the Log Calls as tickets settings. Creating a ticket automatically will only occur when the setting is enabled for the corresponding call type for the company, office, contact center, or department the user belongs to.

If the setting is disabled, automatic ticket creation will not occur, and the user must create one manually for the corresponding call.

Note

The same applies to automatically creating tickets for missed calls; the setting must be enabled.

No contact match and missing tickets

If a call comes in with no contact match and you do not create a contact, no ticket will be logged in FreshDesk. You must create a contact in FreshDesk to enable ticket creation.

Frequently asked questions

Why isn’t my call being logged in FreshDesk?

For a call to be logged, these conditions must be met:

• The contact on the call was matched to a FreshDesk contact.

• A ticket was created (either automatically or manually).

• The Log Calls as Tickets and Log Missed Calls as Tickets settings are turned on.

How are missed calls logged in FreshDesk?

Missed calls are only logged if the Log Missed Calls as Tickets setting is enabled. For shared lines, missed calls aren’t tied to a specific user, so they’ll be logged under the admin account instead.

How do I ensure my call recordings appear in FreshDesk?

To see your call recordings:

• Confirm Post Call Recordings to FreshDesk is enabled.

• Make sure the call was recorded (automatically or manually).

Why aren’t my AI Recap or transcripts showing up?

Make sure Post AI-generated Data to FreshDesk is turned on. Sometimes AI data takes a little while to appear after the call.

Ai Recap won’t appear if:

• Dialpad Ai or transcription wasn’t turned on during the call.

• The call was less than 2 minutes, or didn’t hit 150 words of conversation.