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Freshservice Phone System Integration
Call Center for Freshservice
Combine the strength of your IT service desk and powerful calling features with CloudTalk’s Freshservice VoIP Integration. Make and receive calls, send SMS messages, and save time on manual tasks with 2-way synchronization.
Made by
CloudTalk
Category
Helpdesk
Use for
Customer Support
Call Logging
Workflow Automation
Incident Management
Users
IT Support Teams
Service Desk Agents
Supervisors
Trusted by Thousands
1,150 Reviews on G2
1200
Companies across the world
82%
Increase of call volume
23%
Less missed calls
1326€
Save per year
Freshservice Phone Integration Benefits
Convert Calls into Support Tickets
Automatically log every incoming and outgoing call as a Freshservice ticket. Capture call details, notes, and recordings in real time, ensuring your support team has full context for every customer interaction.
Smart Call Routing for Faster Resolutions
Enhance efficiency with automated call distribution. Route calls to the right agents based on their Freshservice ticket ownership, priority level, or custom workflows, reducing wait times and improving response rates.
Automate Workflows with Call Triggers
Eliminate repetitive tasks with Freshservice CloudTalk Integration. Set up triggers to update ticket statuses, send follow-up emails, or escalate calls based on specific conditions, keeping your support operations streamlined.
Sync Customer Data for Seamless Support
Keep Freshservice and CloudTalk in sync with real-time customer data updates. Ensure agents always have up-to-date information, including caller history, previous interactions, and support ticket details, reducing manual data entry.
Why Integrate CloudTalk with Freshservice?
Set up the Freshservice phone integration effortlessly to enhance your IT service management. Connect CloudTalk with Freshservice to streamline communication, log calls, and track customer interactions directly within the platform. Automate workflows with real-time synchronization to ensure service requests, tickets, and call activities stay up to date.
Synchronize call logs, view customer interaction history, assign calls to the right agents, and access detailed insights to improve response times and efficiency. Improve IT support operations with seamless telephony features and data-driven decision-making.
What Is Freshservice?
Freshservice is a cloud-based IT service management (ITSM) solution designed to help businesses streamline operations, manage incidents, and enhance customer support.
What Data Does CloudTalk & Freshservice Share?
Freshservice
CloudTalk
Freshservice receives
Call Data:
Stores missed calls, durations, and call outcomes in Freshservice.
Call Data
Task & Follow-ups:
Generates follow-up tasks in Freshservice based on call insights.
Task & Follow-ups
CloudTalk processes
Workflow Actions:
Automate call logging, initiating calls, and sending SMS messages.
Workflow Actions
Freshservice & CloudTalk exchange
Ticket Updates:
Creates and updates support tickets based on call interactions.
Ticket Updates
User Matching:
Matches Freshservice users with CloudTalk agents for call assignments.
User Matching
How to integrate Freshservice with CloudTalk?
- Ensure you have a CloudTalk Essential plan and admin access for both tools.
- Log into your CloudTalk account and navigate to Settings > Integrations.
- Select Freshservice from the integration list and click “Add Integration”.
- Sign into your Freshservice account when prompted and authorize data access.
- Configure settings for ticket automation, call logging, and workflow synchronization.
- Map custom fields by aligning Freshservice and CloudTalk data formats.
Find out why our customers love us
Learn how Swille reduced Support Tickets by 50%
CloudTalk allowed our CRM team to move from firefighting technical issues to making strategic improvements. Now, tickets are about configurations, not dropped calls or connectivity problems.
Learn how Dentakay grew call volume by 2.5X
The power dialer has been a game-changer for managing our call volume. Since we implemented the feature, about 90% of our agents are using it to automate dialing, saving time. The power dialer makes handling both new and old leads easier. It’s been crucial for our growth—our call volume has seen a 2.5X increase in just 8 months.
Learn how Capitalo boosted efficiency by 83.3% with AI
CloudTalk’s AI conversation intelligence drastically improved our efficiency. We’ve cut call quality analysis time from 2 hours to 20 minutes a day and reduced wrongly targeted leads by 24%, enabling us to focus on strategic growth while maintaining consistency across markets.
How to Set Up Calling in Freshservice?
- Sign into Freshservice and navigate to Admin > Apps to enable CloudTalk as the default calling provider.
- Open any Ticket, Contact, or Company record in Freshservice.
- Locate the CloudTalk CTI widget in the right-hand panel.
- Start making calls and managing interactions directly from Freshservice!
An Overview of Freshservice Integration and CloudTalk
AI-Powered
Make Smarter Calls with Conversational Intelligence
Remove the guesswork and rage-inducing repetition from your operations with Automatic Call Recording and Transcription. Gain clarity for all your calls with Topic Extraction and Sentiment Analysis and coach agents with actionable insights.
Infinitely Scalable
Enter 160+ International Markets Instantly
Go global and expand your company’s reach with one of the largest offers of international, local, and toll-free numbers available on the market today. Scale your call center solution alongside your strategies and ensure your success for years to come.
Customer-Focused
Sell, Support, Satisfy Customers & Succeed
Put the people at the center of everything you do with call center features designed to turn customer success into your greatest competitive advantage. Decrease wait times by <80% and increase your outbound success rate by <250% the easy way.
What Do Our World-Class Customers Say?
Customer focus is a foundational pillar for everything we do. Whether you’re helping your clients, or reaching out to close a deal, we help ensure you have all the tools and support you need to succeed. But don’t take it from us. Here’s what CloudTalk’s happy customers have to say!
1,150 Reviews on G2
I love the smart dialer as it removes procrastination from cold calling business development time. I also recently trialled the AI notetaker and will be purchasing that as it removes the need to write notes manually. It was very accurate as well!
Craig H. 
Co-Founder
We needed the lines for our business with a lot of urgency and the team resolved it for us in just one business day. Everything was integrated and set up immediately, ready for our team to deliver support right away.
Carlotta B.
Project Manager
Easy to use. I love that support quickly and clearly helped me understand the more difficult mechanisms. The integration via API with our inhousing application also allowed for automations like SMS reminders.
Daniel S.
Customer Support Specialist
It’s simple to use, has a clean interface, and offers many options for using numbers from many parts of the world. It’s also a great tool to use for opening accounts on messaging platforms like WhatsApp and Telegram.
Ivan M.
Revenue System Specialist
The calling dashboard and the reporting structure is flawless as it supports campaign-wise reporting as well. We can allocate caller IDs to ISDRs, making it easier to use them whenever required in real-time…
Arun S
Senior Manager
For us the main upside of using CloudTalk is saving of contacts. We’re a business thousands of people contact, so seeing who’s calling prior to taking the calls is a big boost. It also has detailed analytics for tracking.
Joe P.
Account Manager
FAQs
What is Freshservice used for?
Freshservice is an IT service management platform that helps businesses streamline support operations, automate workflows, and manage incidents efficiently.
Can I make and receive calls directly from Freshservice using CloudTalk?
Yes, Freshservice Cloud Phone System Integration allows users to make and receive calls within the platform using CloudTalk’s VoIP and call logging features.
Is there a limit to the number of calls I can make or receive through the Freshservice-CloudTalk integration?
No, CloudTalk supports unlimited inbound and outbound calls based on your subscription plan and Freshservice configurations.
How long does it take to integrate Freshservice with CloudTalk?
Integration takes just a few minutes—log into CloudTalk, go to integrations, connect Freshservice, and configure settings for seamless connectivity.
Is the Freshservice-CloudTalk integration free?
The integration is available with CloudTalk’s paid plans. Freshservice users may need a compatible plan to access full functionality.
