Juggling calls and tickets in different tabs? Yeah, it’s a pain. If your customer support team uses both Freshcaller for calls and Freshdesk for managing tickets, tying them together can save a ton of time and confusion. This guide is for admins, support leads, or anyone who wants to cut through the noise and actually make these tools work together—without a PhD in SaaS.
Let’s walk through the integration, what works (and what doesn’t), and how to keep things running smoothly once you’ve plugged the two together.
Why Bother Integrating Freshcaller and Freshdesk?
If you’re using both tools, you probably already know the problem: customer calls live in one place, emails and chat are somewhere else, and agents have to play detective to piece it all together. Integrating them means:
- Every call becomes a ticket (if you want it to)
- Agents see call history right next to email/chat tickets
- Less time switching tabs, more time actually helping customers
- Easier reporting and less finger-pointing
But—before you get excited—know that this integration isn’t magic. Some things work smoothly, others can get clunky (hello, incomplete call recordings, or agent status mismatches). Still, it’s better than nothing.
Step 1: Check Your Plans and Permissions
Before you spend time clicking around, make sure you have what you need:
- Freshcaller: You’ll need admin access, and your account can’t be on a totally free plan. This feature is usually included in paid tiers, but double-check.
- Freshdesk: Admin rights required. Basic plans may have limited integration options.
- One Freshworks account: For the smoothest ride, both products should be under the same Freshworks login. If they’re not, you’ll have to jump through some hoops or contact support.
Pro tip: If you’re unsure about plan limits, check Freshdesk’s and Freshcaller’s pricing pages or reach out to their support. Nothing kills momentum like getting halfway through a setup and hitting a paywall.
Step 2: Connect Freshcaller with Freshdesk
Here’s where the magic (or at least, the plumbing) happens. The steps below assume you’re starting from Freshdesk, which is usually easier for most teams.
2.1 Log into Freshdesk as an Admin
- Go to your Freshdesk dashboard.
- Click the gear icon (Admin) in the left sidebar.
2.2 Find the Freshcaller Integration
- Under “Channels,” look for “Phone” or “Freshcaller.”
- If it’s showing “Phone,” that’s their older phone channel. You’ll want to switch to Freshcaller. There should be a prompt or link to “Switch to Freshcaller.”
2.3 Authorize and Connect
- Click “Add Freshcaller Account.”
- You’ll be sent to a Freshcaller login/authorization page. Log in with your Freshcaller admin credentials.
- Pick the Freshcaller account you want to connect.
- Approve the authorization when asked.
Heads up: If you have multiple Freshcaller accounts, pick the one used by your support team—not sales, not marketing. Otherwise, you’ll wind up with calls in the wrong place.
2.4 Configure Basic Settings
- Decide if you want every call (inbound, outbound, missed) to automatically create a ticket in Freshdesk.
- Choose ticket assignment rules—do you want tickets to go to the agent who took the call, or a queue?
- Pick which Freshcaller numbers you want linked to Freshdesk.
2.5 Save and Test
- Click “Save” or “Finish.”
- Make a test call to your Freshcaller number. Did a ticket get created in Freshdesk? If not, backtrack and check your account connections and settings.
Step 3: Set Up Ticket and Call Handling
Integration is only half the story; you need to decide how you actually want calls to show up in Freshdesk.
3.1 Auto-Create Tickets (or Not)
- Pros: Every call is tracked, nothing falls through the cracks.
- Cons: Your ticket list can get flooded with “missed call” tickets, especially if you get a lot of spam or hang-ups.
Recommendation: Start with auto-create ON. If your ticket view gets too noisy, tweak the settings to only create tickets for answered calls or voicemails.
3.2 Attach Call Recordings and Notes
- Freshcaller can attach call recordings and agent notes to tickets. This is super helpful for context.
- However, recordings may not always appear instantly—sometimes there’s a delay, or the recording fails if the call drops early.
Tip: Set expectations with your team. Don’t assume recordings will always be there. If it’s a critical call, agents should jot a quick summary in the ticket.
3.3 Assigning Tickets
- You can route Freshcaller tickets to a specific group or auto-assign to the agent who took the call.
- If you have part-time agents or shifts, be careful—auto-assigning can lead to tickets sitting unaddressed if someone’s off-shift.
Step 4: Train Your Agents (Without the Hype)
Even the best integrations fall flat if your team doesn’t know how to use them. Here’s what agents actually need to know:
- Where to look: Show them where call tickets pop up in Freshdesk, and how to see call details.
- How to add notes: Encourage agents to add notes if a recording isn’t enough or is missing.
- Status confusion: Sometimes Freshdesk and Freshcaller don’t sync agent “available/busy” statuses perfectly. If an agent is “available” in one but not the other, calls might not route as expected.
- Don’t ignore the phone tab: For features like warm transfer or real-time call monitoring, agents may still need to use the Freshcaller dashboard.
Reality check: The integration should make life easier, but it doesn’t replace common sense. If something looks off (missing call, no ticket, etc.), encourage agents to flag it right away.
Step 5: Reporting, Analytics, and What to Ignore
The promise is “unified reporting.” The reality is… sort of.
5.1 What Works
- You’ll see call logs and ticket activity together.
- You can report on call volume, response times, and call-related ticket stats.
5.2 What Doesn’t
- The reporting dashboards aren’t truly merged. You’ll still have to look at Freshcaller reports for some call metrics, and Freshdesk for ticket stats.
- Complex analytics (e.g., “Which channel resolves issues faster?”) require exporting data and DIY analysis.
Ignore: Fancy dashboards that claim to show “360-degree views” unless you’ve tested them yourself. Most of the time, the basics are what matter: who called, who handled it, and what happened next.
Step 6: Tweak, Test, and Keep It Simple
The integration will need tuning. Here’s how to keep it from turning into a mess:
- Review settings monthly: Look for duplicate tickets, missed calls, or other weirdness.
- Solicit agent feedback: They’ll spot gaps or annoyances faster than you will.
- Don’t overcomplicate: Avoid custom automations and triggers until you’re sure the basics are working. Complexity = more things to break.
Common Gotchas and Troubleshooting
- Duplicate tickets: Usually caused by toggling auto-create ON/OFF or reconnecting accounts. Check your settings.
- Recording delays: Recordings sometimes take a few minutes to appear in Freshdesk. Don’t panic—it’s normal.
- Agent status mismatches: Log out and back in, or check that both tools are using the same email/login for the agent.
- Calls not creating tickets: Double-check which Freshcaller numbers are linked, and make sure the integration is active.
If you hit a wall, Freshworks support is usually responsive, but have screenshots and error messages ready. Saves everyone time.
Wrapping Up
Integrating Freshcaller with Freshdesk isn’t rocket science, but it’s not one-click, either. Set it up, test it, and—most important—keep things simple at first. The real value comes from getting your whole team on the same page and gradually refining the setup as you go. Don’t chase every shiny feature; just make sure calls and tickets are in one place, and you’ll already be ahead of most support teams.