> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk Voice AI Integration Guide

> Connect DialNexa voice AI with Freshdesk to identify callers, create or update tickets, set routing fields, and preserve support context.

The **Freshdesk voice AI integration** turns support calls into tickets that agents can act on immediately. Use it to find an open issue, avoid duplicate tickets, capture the caller's problem, and send the ticket to the right group.

<Warning>
  A catalog page describes a possible workflow. It does not confirm that a native Freshdesk connector is enabled in your workspace. Check **Integrations** in the DialNexa dashboard first. If Freshdesk is not listed, use a custom function, agent webhook, or external automation service.
</Warning>

## When to use the Freshdesk voice AI integration

Use Freshdesk when:

* Phone support should share the same customer and ticket history as email or chat.
* The agent needs to check whether the caller already has an open ticket.
* New issues should reach the correct group with useful category and impact details.
* Human agents need a concise private note before taking over.

<Tip>
  **Best first workflow:** Search open tickets by verified customer identity, update the matching ticket when the issue is the same, and create a new ticket only when no relevant ticket exists.
</Tip>

## Before you begin

Prepare the following:

* A published DialNexa agent that has already passed a basic test call.
* Access to the DialNexa workspace **Integrations** page.
* A Freshdesk account with permission to read or update the required records.
* One test record that does not affect a live customer.
* A list of actions that can run automatically and actions that require human review.

## Choose how to connect Freshdesk

| Connection method                                   | Use it when                                                 | Important limit                                                             |
| --------------------------------------------------- | ----------------------------------------------------------- | --------------------------------------------------------------------------- |
| Workspace connector                                 | Freshdesk appears in your DialNexa **Integrations** page    | Available actions and authentication depend on your workspace               |
| [Custom function](/docs/agent-settings/custom-functions) | The agent needs Freshdesk data during the live conversation | Keep the request fast and return only the fields the agent needs            |
| [Agent webhook](/docs/api-access/agent-webhooks)         | Freshdesk should receive a result after the call            | Your endpoint must authenticate, retry safely, and prevent duplicate writes |
| External automation                                 | The workflow spans Freshdesk and several other systems      | Monitor the external workflow separately from the DialNexa call             |

## Build the Freshdesk voice AI workflow

1. Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
2. Choose the connection method from the table above.
3. Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
4. Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
5. Store the destination record URL or ID with the call result so your team can trace the handoff.
6. Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.

## Data to map between DialNexa and Freshdesk

* Contact and company IDs, verified phone number, email, and preferred language
* Ticket ID, status, group, agent, type, source, product, and approved custom fields
* Call ID, issue category, impact, steps already tried, summary, and callback request
* Attachment or recording links only when your support and privacy policies allow them

## High-value Freshdesk voice AI workflows

| Call outcome                          | Freshdesk result                                   | Human control                                   |
| ------------------------------------- | -------------------------------------------------- | ----------------------------------------------- |
| Caller asks about an existing issue   | Read approved status and add a private call note   | Do not read internal notes back to the caller   |
| Caller reports a new problem          | Create a ticket with category, impact, and summary | Let support staff confirm priority and SLA      |
| Issue needs a specialist              | Assign the correct group and add handoff context   | Keep named-agent assignment optional            |
| Caller confirms the issue is resolved | Add the confirmation to the ticket                 | Require review before closing important tickets |

## Verify the Freshdesk integration

Run a test call and confirm that:

1. The workflow finds the intended Freshdesk record instead of creating a duplicate.
2. Only the approved fields change.
3. The DialNexa call ID is stored for traceability and retry protection.
4. A failed request creates a visible error or human-owned task.
5. The receiving owner can open the Freshdesk record and understand the next step without reading the full transcript.

## Troubleshoot Freshdesk integration issues

| Problem                                 | What to check                                                                                                                                     |
| --------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| Freshdesk is not shown in the dashboard | Use a custom function, webhook, or external automation service, or [request the integration](/docs/dashboard-integrations/requesting-new-integrations) |
| Authentication fails                    | Reconnect the account and verify scopes, workspace ownership, and token expiry                                                                    |
| No matching record is found             | Normalize phone numbers and email addresses, then define a clear create-versus-review rule                                                        |
| Duplicate updates appear                | Use the DialNexa call ID as an idempotency key and make retries safe                                                                              |
| The live call becomes slow              | Move nonessential writes to a post-call webhook and keep live lookups small                                                                       |

## Related pages

* [DialNexa integrations overview](/docs/integrations/overview)
* [Connect dashboard integrations](/docs/dashboard-integrations/connecting-integrations)
* [Use integrations in agents](/docs/dashboard-integrations/using-integrations-in-agents)
* [Use integrations in workflows](/docs/dashboard-integrations/using-integrations-in-workflows)
* [Integration workflow tutorials](/docs/tutorials/integration-workflows)