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Freshdesk integration

Last updated: 2026-06-15

Drömlik's Freshdesk integration links your phone system to Freshdesk so agents can call requesters straight from a ticket, see who's calling before they pick up, and have every conversation logged on the right ticket. Setup takes about 15 minutes.

Before you begin

  • Administrator access to your Drömlik account.
  • A Freshdesk account with admin rights (needed once, to authorise the connection).
  • Each Drömlik user who needs the integration must also have a Freshdesk login.

Authentication

Drömlik connects to Freshdesk using API key (per Freshdesk user). You authorise once at the tenant level; individual users sign in to Freshdesk from the Drömlik App the first time they use the integration.

Set it up

  1. 1

    Open the integration page

    In the Drömlik admin console, go to Integrations → Helpdesk → Freshdesk.

  2. 2

    Authorise the connection

    Click Authorise. You'll be redirected to Freshdesk to sign in and approve the requested permissions. When you return, Drömlik confirms the connection is live.

  3. 3

    Choose the ticket-creation rule

    Decide when Drömlik should create new tickets automatically:

    • Never — only journal onto existing tickets the agent picks.
    • For unknown callers only — recommended default.
    • For every inbound call — useful if every call must be a ticket.
  4. 4

    Configure call journaling

    Pick how each call is written back: as a ticket comment, an internal note, or a separate call activity. Choose whether to attach the recording link and whether unanswered calls also generate an entry.

  5. 5

    Assign users

    Toggle the integration on for the extensions that need it. Each user signs in to Freshdesk from the Drömlik App once and they're done.

What users see

  • Inbound: the Drömlik App shows the matching Freshdesk requester and any open tickets, with one-click links to open them.
  • Outbound: click any phone number in Freshdesk to dial it through Drömlik.
  • After the call: a comment or activity appears on the chosen ticket with duration, direction, notes and (optionally) the recording link.

Troubleshooting

Pop-up doesn't appear. Check that the user signed in to Freshdesk from the Drömlik App and that their extension has the integration toggled on.

Comments aren't written back. The authorising admin's token may have expired or had its scope reduced. Re-authorise from the integration page.

Wrong requester shows up. Phone numbers in Freshdesk aren't in E.164 format. Normalise them, or enable Drömlik's loose-match option on the integration page.