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The Dialpad + Freshdesk integration brings voice, tickets, contacts, and AI insights together in a single workspace—helping support teams stay focused and resolve issues faster. Agents can manage tickets, view contact details, and create or edit records directly within Dialpad, all while calls are automatically logged back to Freshdesk.
With built-in AI tools like call summaries, CSAT scoring, and action items, agents get deeper visibility into conversations without switching tabs. From contact matching to ticket creation, this integration streamlines your support workflows and delivers a more consistent customer experience—all in real time.
Note: This integration is currently available through Dialpad’s Early Adopter Program (EAP) for teams already using Freshdesk.
In-app ticket management: Create, view, edit, and manage Freshdesk tickets directly from Dialpad during or after calls.
Automatic call logging: Log inbound, outbound and missed calls as Freshdesk tickets, including key details like date, duration, and call direction.
Contact matching and record creation: Match calls to existing contacts or create new Freshdesk contacts live from the Dialpad sidebar.
View recent ticket history: Access a contact’s recent tickets and statuses without leaving the call.
AI-powered insights: Push AI-generated summaries, transcripts, action items, call outcomes, and CSAT scoresto Freshdesk automatically.
Call recordings and voicemail links: Include recordings and voicemail URLs directly in the logged ticket (when enabled).
Shared line and contact center support: Log calls from shared lines or contact centers with visibility into team and department context.
Real-time UI updates: See ticket and contact info update live during active calls.
The Freshdesk integration is available as part of our early access program. Please contact freshdesk-integration@dialpad.com for access.
The Freshdesk integration is available to Freshdesk customers and at no additional cost for Dialpad Connect, Sell, and Support users on Pro or Enterprise plans.