Freshservice Phone System Integration

Freshservice integration

Bring calling to your IT support workflows with CloudTalk’s Freshservice API integration. Turn Freshservice into a fully operational Call Center for Freshservice, enabling agents to make and receive calls, send SMS, and log every interaction automatically. With real-time sync and smart automation, this Freshservice Phone Integration keeps your data aligned and your service teams one step ahead.

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

1,400 Reviews on G2

1200

Companies across the world

82%

Increase of call volume

23%

Less missed calls

1326€

Save per year

What is “Freshservice”?

Freshservice is a cloud-based IT and enterprise service management platform designed to centralize ticketing, asset management, and automation workflows for IT and non-IT teams. It features AI-powered tools, self-service portals, and a low-code workflow builder that help teams work smarter and faster.

While Freshservice excels at ticketing and process automation, it doesn’t include built-in telephony. That’s why teams use the Freshservice CRM integration with CloudTalk—adding Freshservice Phone Integration. With click-to-call, SMS, and automatic call logging built into your ticketing system, support agents can resolve issues faster without switching platforms.

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How Does “Freshservice Integration” Work? 

Think of Freshservice as your service desk hub—where tickets, assets, and workflows come together. But without calling capabilities, voice communications remain siloed. CloudTalk bridges that gap.

With the Freshservice integration, CloudTalk connects your telephony system to your ticketing workflow. Agents can call requesters with one click, and every call—including voicemails and SMS—is logged automatically into Freshservice tickets.

This Freshservice integration x CloudTalk calling setup also syncs caller data, creates new tickets for missed calls, and triggers automations—transforming Freshservice into a complete Call Center for Freshservice without leaving your support environment. This is what makes CloudTalk one the best Freshservice integration partners.

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Freshservice Integration Benefits

Log Calls Directly into Support Tickets

The Freshservice integration with CloudTalk logs every inbound and outbound call into a Freshservice ticket. This Freshservice CTI setup ensures agents never miss key call data, recordings, or caller notes tied to ticket histories.

Route Calls Faster With Smart Workflows

Automate call distribution using Freshservice VoIP Integration. Route calls by priority, ticket owner, or custom logic—reducing wait times and keeping your Freshservice call center efficient and SLA-compliant.

Trigger Ticket Updates Automatically

Set up call triggers to update ticket statuses, send emails, or escalate cases. The Freshservice Call Center Software Integration eliminates manual updates and keeps follow-ups timely and actionable.

Keep Customer Data in Perfect Sync

The Call Center for Freshservice keeps customer data synced across calls, contacts, and tickets. With this Freshservice SMS integration, every support rep sees full interaction history in real time—no tab switching required.

What Data Do Freshservice & CloudTalk 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

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!

1,400 Reviews on G2

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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!

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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.

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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.

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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.

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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…

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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.

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Joe P.
Account Manager

How to integrate Freshservice with CloudTalk?

  1. Ensure you have a CloudTalk Essential plan and admin access for both tools.
  2. Log into your CloudTalk account and navigate to Settings > Integrations.
  3. Select Freshservice from the integration list and click “Add Integration”.
  4. Sign into your Freshservice account when prompted and authorize data access.
  5. Configure settings for ticket automation, call logging, and workflow synchronization.
  6. Map custom fields by aligning Freshservice and CloudTalk data formats.
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FAQs

What is Freshservice integration?

Freshservice integration connects CloudTalk for calling, SMS, and automation—turning your support hub into a full Freshservice call center.

What is the Freshservice API?

The Freshservice API integration allows CloudTalk to sync calls, contacts, and ticket data in real time for smarter automation and follow-ups.

What is Freshservice used for?

Freshservice is used for IT ticketing, workflow automation, and asset tracking. With Freshservice crm integrations, it extends support ops.

How do I integrate Telephony with Freshservice?

Use CloudTalk’s Freshservice CTI to enable full Freshservice Phone Integration with click-to-call, ticket logging, and contact sync.

Can I make and receive calls directly from Freshservice using CloudTalk?

Yes, the Freshservice VoIP Integration by CloudTalk enables real-time Freshservice calling, voicemail logging, and SMS tracking.

Is there a limit to the number of calls I can make or receive through the integration?

No limits—CloudTalk’s Call Center for Freshservice supports unlimited calls, based on your plan, agents, and usage needs.

How long does it take to integrate Freshservice with CloudTalk?

The Freshservice integration takes minutes to set up and is supported by leading Freshservice integration partners like CloudTalk.

Is your existing phone system more drama than dial tone? Book a chat with CloudTalk – we make calls fun again!

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