Telenow

Integration

Support & ticketingConnect with an API key

Freshdesk voice AI integration

The Freshdesk integration connects your AI voice and chat agents to Freshdesk, so they can create a support ticket on a live call. It's a support & ticketing connector that runs as a tool the agent calls mid-conversation — you connect with an api key, attach it to an agent, and it acts in real time without a human in the loop.

Freshdesk API docs

Last updated 2026-09-15

What your agent can do with Freshdesk

Create a support ticketCreate support ticket

Open a Freshdesk ticket for the caller's issue. Use when the caller reports a problem that needs follow-up.

Inputs

FieldTypeDescription
description*stringFull description of the issue
priorityinteger1=low 2=medium 3=high 4=urgent
requester_namestringCaller name
requester_phonestringCaller phone with country code
subject*stringShort ticket subject

What you'll need to connect Freshdesk

Connect with an API key. In Telenow, open Integrations → Freshdesk and provide:

  • API key
  • Freshdesk domain — yourco.freshdesk.com

Agent templates that use Freshdesk

Tier-1 IT helpdesk triageFlow
Triages IT issues, walks through quick fixes, and raises a ticket with the right priority when it can't be resolved on the call.
Billing dispute intakeFlow
Calmly takes billing disputes, verifies the account, captures the disputed charge, and opens a billing ticket for review.
After-hours medical answeringFlow
An after-hours answering service for clinics: screens for emergencies, routes urgent calls to the on-call provider, and logs non-urgent messages.
Insurance FNOL intakeFlow
Takes a first notice of loss: captures incident details and policy info, opens a claim record and a follow-up ticket, with a calm, supportive manner.
After-hours law-firm receptionFlow
An after-hours intake line for law firms: greets callers, screens new-client matters, captures conflict-check basics, and routes urgent matters appropriately.
Utility outage reporting
Takes utility outage reports — captures the address and symptoms, checks for safety hazards, and logs a service ticket with priority.
Field service dispatchFlow
Triages home-service calls by severity and routes deterministically: active hazards go straight to an on-call dispatcher, urgent jobs get a same-day booking, and routine jobs are scheduled — every call logged as a ticket.
Return & refund intakeFlow
Handles return and refund requests: looks up the order, captures the reason, and routes to a refund or a replacement — opening a ticket and texting the next steps.
Broadband support triageFlow
Triages internet connectivity issues, walks the customer through the standard quick fixes, and raises a service ticket (or dispatches a technician request) when it can't be resolved on the call.
Tenant maintenance requestFlow
Takes tenant maintenance requests around the clock: routes genuine emergencies straight to the on-call line, and for everything else logs a ticket and schedules a technician visit — capturing unit and access details cleanly.

Other Support & ticketing integrations

Zendesk
Open a Zendesk ticket from the call with the caller's own words on it, tell them where an existing ticket stands, add a note or change its priority, and recognise a repeat caller by their phone number.
Intercom
Create or look up Intercom contacts from the call.

Frequently asked questions

What can an AI voice agent do with Freshdesk?+

During a live call or chat, a Telenow agent can create a support ticket — each runs as a tool the agent calls mid-conversation, so it acts on Freshdesk in real time without a human.

How do you connect Freshdesk to Telenow?+

In Telenow, open Integrations, pick Freshdesk, and you paste a Freshdesk API key into the connection, then bind it to your agent. Then add its support & ticketing tool to your agent (or install a template that already includes it) and you're live.

Which AI agent templates use Freshdesk?+

Tier-1 IT helpdesk triage, Billing dispute intake, After-hours medical answering, Insurance FNOL intake, After-hours law-firm reception, Utility outage reporting, Field service dispatch, Return & refund intake, Broadband support triage, and Tenant maintenance request all use Freshdesk. You can install any of them and connect your Freshdesk account in a couple of clicks.

Does Freshdesk work on phone calls and WhatsApp?+

Yes. Telenow agents run on phone, web, chat and WhatsApp, and Freshdesk works the same across every channel — the agent calls it whenever the conversation needs it.

How much does the Freshdesk integration cost?+

Connecting Freshdesk is included — you only pay Telenow's transparent per-minute and per-component usage, and new accounts get free signup credit to try it.

$1.00 free credit on signup

Connect Freshdesk to your AI voice agent

Sign up free and get $1.00 in credit — no card required. Connect your number, pick a template, and go live in minutes.

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