Freshdesk
Support calls answered with full ticket context — every time.
We integrate your VoIP phone system with Freshdesk so your support team answers every call already knowing the customer's open tickets, past interactions, and account history. Calls create or update tickets automatically. Screen pops eliminate research time. Your team resolves faster and escalates smarter.
What the Freshdesk integration includes
Every feature below is configured and managed by Interlink — no IT overhead on your side.
Ticket Screen Pop
Inbound calls surface the Freshdesk contact record and any open tickets — giving agents full case context before they answer the phone.
Automatic Ticket Creation
New calls from unknown contacts automatically create a Freshdesk ticket — pre-filled with caller ID, call time, and agent assignment.
Call Log on Ticket
Every call is logged as a note on the associated Freshdesk ticket — with duration, agent, and a link to the call recording.
Click-to-Call from Freshdesk
Agents can click any phone number in Freshdesk to dial via Interlink — outbound calls initiated directly from the ticket or contact view.
Contact History Visibility
The screen pop shows the customer's full ticket history — open, pending, and resolved — so agents spot repeat issues immediately.
Recording Linked on Note
Call recordings are linked on the ticket note for QA review, dispute resolution, and supervisor escalation.
How it works
Interlink handles the entire setup. You're up and running without touching a config file.
Interlink Configures the Connector
We connect Interlink to your Freshdesk account using the API key and configure ticket creation and logging rules.
Inbound Call Lookup
Calls are matched to Freshdesk contacts by caller ID. The matching contact and open tickets pop on the agent screen.
Ticket Created or Updated
Depending on your configuration, calls create new tickets or are logged as notes on existing open tickets.
Recording Attached on Hangup
The call recording link is written to the ticket note automatically — available for review immediately.
Business benefits
Faster First-Call Resolution
Agents see ticket history before picking up — reducing time spent on 'can you pull up your account' exchanges.
Automatic Ticket Trail
Every support call is documented on the ticket — no manual logging, no missed interactions.
QA & Compliance Ready
Call recordings on every ticket give your QA team what they need to audit and coach.
Escalation Intelligence
Supervisors can barge or whisper into calls and review the ticket simultaneously — full context at every level.
Who it's built for
Ideal For
Customer support and helpdesk teams using Freshdesk to manage tickets and customer interactions.
Common Use Cases
- Customer support teams handling inbound call queues
- IT helpdesks managing internal support tickets
- SaaS companies with phone-based customer success teams
- Managed service providers tracking client support calls
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Get set up in a day.
Interlink configures, tests, and manages your Freshdesk integration end-to-end. No IT project. No long deployment window.
Schedule a Free Consultation