> ## 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.

# Freshservice Voice AI Integration Guide

> Connect DialNexa voice AI with Freshservice to capture employee IT issues, check ticket status, and route incidents to the right service desk group.

The **Freshservice voice AI integration** helps an internal service desk capture complete requests by phone. It can identify an employee, check an existing ticket, collect troubleshooting details, and create a structured handoff for IT.

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

## When to use the Freshservice voice AI integration

Use Freshservice when:

* Employees call a help desk for access, device, software, or workplace issues.
* The agent should check open incidents before creating another ticket.
* Routing depends on department, location, service item, or affected asset.
* IT staff need the symptoms and steps already attempted before responding.

<Tip>
  **Best first workflow:** Verify the requester, collect the affected service and business impact, search for an open ticket, and create an incident only when no match 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 Freshservice 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 Freshservice

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

## Build the Freshservice 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 Freshservice

* Requester ID, employee email, department, location, and manager when required
* Ticket ID, service category, affected asset, group, status, impact, and urgency
* Call ID, symptoms, error text, start time, troubleshooting tried, and summary
* Callback window and safe contact channel

## High-value Freshservice voice AI workflows

| Call outcome                    | Freshservice result                           | Human control                                    |
| ------------------------------- | --------------------------------------------- | ------------------------------------------------ |
| Employee asks for ticket status | Read approved status and expected next step   | Hide private notes and security details          |
| New IT problem is reported      | Create a structured incident                  | Let service desk rules set final priority        |
| Access request is made          | Capture the request and route it for approval | Never grant or revoke access from the call alone |
| Major disruption is suspected   | Notify the correct group with impact details  | Require a human to declare a major incident      |

## Verify the Freshservice integration

Run a test call and confirm that:

1. The workflow finds the intended Freshservice 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 Freshservice record and understand the next step without reading the full transcript.

## Troubleshoot Freshservice integration issues

| Problem                                    | What to check                                                                                                                                     |
| ------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| Freshservice 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)