Dialpad + FreshDesk

  • Published on Jul 18, 2025
  • 7 minute(s) read
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Makes it easy to keep everything in one place by bringing your calls, contacts, tickets, and AI insights together and staying productive without jumping between apps.

Let’s dive into the details.

Who can use this

This feature is in an Early Adopter Program (EAP) and is not yet available to all users.

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

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 > Select Profile Settings

  2. Select View API key

  3. Highlight your API key > Copy

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

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

Enable Freshdesk

To enable Freshdesk integration, go to your Company Settings.

  1. Select Integrations > Navigate to Freshdesk

  2. Select Options > Manage Settings

  3. 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 > Navigate to Call logging

  5. Select the desired preference > Select Save

The following activities can be logged in Freshdesk:

  • Log calls as tickets

  • Log missed calls as tickets

  • Post call recordings to Freshdesk

  • Post Ai-generated data to 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.

Manually create a ticket

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

To manually create a ticket:

  1. Go to the Freshdesk widget on the Dialpad app

  2. Navigate to Recent tickets > 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 the 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

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 the the Freshdesk widget on the Dialpad app

  2. Navigate to Recent Note > Select the + icon

  3. Enter the Note details > Save 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 > Navigate to Freshdesk

  3. Select Options > Manage Settings

  4. 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.

  • Ai Transcript - Ai-generated call transcript

  • Ai Summary - Ai Recap of a call with a 255-character limit.

  • Ai Action Items - The action items detected in a call.

  • Ai Outcome - The outcome of the call, generated along with Ai Recap.

  • Ai Call Purpose - Ai developed call purpose, accessible in the AI Recap object.

  • Ai Playbook Adherence - Adherence score (Add-on)

  • Ai CSAT - Ai generated CSAT score (Add-on)

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 make sure my call recordings show up 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 time to show up 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.

How can I share my feedback?

A huge part of the EAP process is getting your feedback on what’s working and what needs more attention before publicly launching the feature.

Please contact our Customer Care team (or your Customer Success Manager) to provide us with your thoughts.

Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).