Freshdesk integration
When a call needs a person, Seth creates a Freshdesk ticket with the full transcript and a summary.
Ringly is the AI phone support app for Shopify brands. Seth, the AI phone agent, answers the call, and when a person is needed the conversation lands in Freshdesk.
What Seth can do with Freshdesk
- When Seth can't finish a call, or the caller asks for a person, it creates a ticket in Freshdesk. Cancellation requests for your team become tickets too.
- Seth adds a private note with a short summary, the full transcript and a link to the call, so nobody has to listen to the recording.
- Seth tags every ticket with the outcome and your store name, so you can route it with your own automation rules.
- Seth sets the channel to Phone, so these tickets sit with your other phone tickets.
The blender arrived with a cracked jug. Can someone from your team sort out a replacement?
Created a Freshdesk ticket with the transcript and a summary
I've passed this to the team with everything we talked about. They'll reply by email, so you won't have to explain it again.
Connecting Freshdesk takes three steps
- In Ringly, open your Seth settings and click Connect next to Freshdesk.
- Type your freshdesk.com address, like yourstore.freshdesk.com, and paste your Freshdesk API key. You find it in Freshdesk under your profile picture, Profile settings, View API key.
- Choose when Seth should create a ticket: only when a call needs a person, or for every call. That's it, no developer needed.
Tracking for Freshdesk runs through , which is built into Ringly.
What a Seth ticket looks like in Freshdesk
Each call that needs a person becomes one open ticket in Freshdesk. The first message is a short summary that is safe for the caller to read. Under it sits a private note only your team sees, with the summary, the caller's number, the call time, the full transcript and a link to the call in Ringly.
If you switch on a ticket for every call, the calls Seth resolved arrive as closed tickets. They never wait in your queue, and Freshdesk has no email address to send anything to.
Ringly only creates tickets. It doesn't read or reply to the tickets already in your Freshdesk. Freshdesk's own ticket received email may go to the caller for open tickets, and you can turn it off in Freshdesk.
Common questions about the Freshdesk integration
Does Ringly integrate with Freshdesk?
Yes. When Seth, Ringly's AI phone agent, can't finish a call, or the caller asks for a person, it creates a Freshdesk ticket with the full transcript, a summary and a link to the call.
What do I need to connect Freshdesk?
A paid Freshdesk account (Growth, Pro or Enterprise), because the Free plan has no API. In Ringly, open your Seth settings, click Connect next to Freshdesk, type your freshdesk.com address and paste your API key. A custom support domain doesn't work, so use the freshdesk.com address.
Where do I find my Freshdesk API key?
In Freshdesk, click your profile picture in the top right, then Profile settings, then View API key. Use the key of an agent who can create tickets and contacts. An admin key always works. Seth creates the tickets as that agent.
Does every call become a ticket?
Only if you want that. By default Seth creates a ticket when a call needs a person or a cancellation needs your team. You can switch on a ticket for every call, and resolved calls then arrive as closed tickets.
Does the caller get an email from Freshdesk?
For open tickets, Freshdesk's own ticket received email may go to the caller, the same as for any new ticket. You can turn it off in Freshdesk. Closed tickets for resolved calls never email the caller.
Do tickets from Ringly add to my Freshdesk bill?
No. Freshdesk charges per agent and has no ticket limit, so the tickets Seth, Ringly's AI phone agent, creates add nothing to it.
Can Ringly read the tickets in my Freshdesk?
No. It works one way. Ringly only creates tickets. It can't read or change the tickets already in your Freshdesk, and replies don't sync back.
