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The Contact Center AI Platform (CCAI Platform) is able to integrate with Freshdesk CRM Customer
Engagement Center.
Automatic CRM record updates through seamless real-time data exchange, which
significantly reduces handle times and post-call work for agents.
Call records, chat transcripts, consumer uploaded media files, and
any pass through custom data.
CCAI Platform agent call and chat adapters are available when signed
in to the CCAI Platform portal. This includes support of the smart actions feature for
IVR and mobile calls, and features user authentication, screenshots, parallel
SMS messaging, and real-time multimedia sharing.
Feature availability
Feature
Availability
SmartActions
Supported
Custom Field Mapping
Future feature
CSAT by IVR
Supported
Custom Callback Number
Supported
User Segment DAP
Supported
API DAP (Basic Auth)
Supported
API Batching
Not planned
Custom contact field matching
Not supported yet
Click to Call
Unable to support due to CRM restriction
Default Admin User
Supported
Flexible Outbound Calling
Supported
Secondary account lookup
Unable to support due to CRM restriction
IVR API lookup
Not supported yet
Chat transcription attachment
Supported
Retrieve your Freshdesk API Key
In this section, we will guide you to set up an initial connection between
CCAI Platform and Freshdesk by finding the required subdomain
information and adding it into the CCAI Platform portal developer settings.
Prerequisites
Account with Administrator access in Freshdesk
Log into Freshdesk using an account with Administrator permissions.
Click your profile picture in the upper right and select
Profile Settings from the drop-down.
The Your API Key field is displayed near the
Profile Settings screen.
Copy the API Key.
CCAI Platform configuration of Freshdesk
This section provides guidance on the configuration of Freshdesk with
CCAI Platform.
Prerequisites
Your API Key from Freshdesk
User with Admin role assigned in the CCAI Platform portal to access Developer
Settings
Configuration steps
Sign in to the CCAI Platform portal, go to Settings > Developer Settings
CRM.
Select Freshdesk as the Agent Platform.
In the Freshdesk subdomain field, enter the subdomain for your
Freshdesk CRM (i.e., subdomain.freshdesk.com).
Paste the API key from Freshdesk in the API Key field.
Use the Phone Number Format drop-down to select the format used
for phone number lookups and how the phone number is formatted in
the Freshdesk record. Available options are:
Select the Attach session metadata files to CRM records option
to include the session metadata file as part of the record in
Freshdesk.
The session metadata file includes detailed information about a
session and is sent approximately 15 minutes after the session is
ended as a JSON file.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe Contact Center AI Platform (CCAI Platform) integrates with Freshdesk CRM, enabling automatic updates to CRM records through real-time data exchange, reducing agent handle times and post-call work.\u003c/p\u003e\n"],["\u003cp\u003eCCAI Platform supports features like SmartActions, CSAT by IVR, Custom Callback Number, User Segment DAP, API DAP, Chat transcription attachment, Default Admin User, and Flexible Outbound Calling within the Freshdesk integration.\u003c/p\u003e\n"],["\u003cp\u003eAgents can access CCAI Platform call and chat adapters, which provide support for smart actions, user authentication, screenshots, parallel SMS messaging, and real-time multimedia sharing when logged into the CCAI Platform portal.\u003c/p\u003e\n"],["\u003cp\u003eTo connect CCAI Platform with Freshdesk, you'll need your Freshdesk API Key and administrator access to both Freshdesk and the CCAI Platform portal to configure the settings.\u003c/p\u003e\n"],["\u003cp\u003eThe integration supports attaching session metadata files, containing detailed session information, to CRM records, and phone number format configuration for lookups and record formatting.\u003c/p\u003e\n"]]],[],null,["# Freshdesk\n\nThe Contact Center AI Platform (CCAI Platform) is able to integrate with Freshdesk CRM Customer\nEngagement Center.\n\n- Automatic CRM record updates through seamless real-time data exchange, which\n significantly reduces handle times and post-call work for agents.\n\n- Call records, chat transcripts, consumer uploaded media files, and\n any pass through custom data.\n\n- CCAI Platform agent call and chat adapters are available when signed\n in to the CCAI Platform portal. This includes support of the smart actions feature for\n IVR and mobile calls, and features user authentication, screenshots, parallel\n SMS messaging, and real-time multimedia sharing.\n\nFeature availability\n--------------------\n\nRetrieve your Freshdesk API Key\n-------------------------------\n\nIn this section, we will guide you to set up an initial connection between\nCCAI Platform and Freshdesk by finding the required subdomain\ninformation and adding it into the CCAI Platform portal developer settings.\n\n### Prerequisites\n\n- Account with Administrator access in Freshdesk\n\n1. Log into Freshdesk using an account with Administrator permissions.\n\n2. Click your profile picture in the upper right and select\n **Profile Settings** from the drop-down.\n\n3. The **Your API Key** field is displayed near the\n **Profile Settings** screen.\n\n4. Copy the API Key.\n\nCCAI Platform configuration of Freshdesk\n----------------------------------------\n\nThis section provides guidance on the configuration of Freshdesk with\nCCAI Platform.\n\n### Prerequisites\n\n- Your API Key from Freshdesk\n\n- User with Admin role assigned in the CCAI Platform portal to access Developer\n Settings\n\n### Configuration steps\n\n1. Sign in to the CCAI Platform portal, go to **Settings** \\\u003e **Developer Settings**\n\n \u003e **CRM**.\n2. Select **Freshdesk** as the **Agent Platform**.\n\n3. In the Freshdesk subdomain field, enter the subdomain for your\n Freshdesk CRM (i.e., subdomain.freshdesk.com).\n\n4. Paste the API key from Freshdesk in the **API Key field**.\n\n5. Use the **Phone Number Format** drop-down to select the format used\n for phone number lookups and how the phone number is formatted in\n the Freshdesk record. Available options are:\n\n Automatic: Create: +1 222 333 4444, Search: \\*222\\*333\\*4444\n\n E.164: +12223334444\n\n US Local: 2223334444\n\n US local standard: (111) 222-3333\n\n International: +1 222 333 4444\n6. Select the **Attach session metadata files to CRM records option**\n to include the session metadata file as part of the record in\n Freshdesk.\n\n7. The session metadata file includes detailed information about a\n session and is sent approximately 15 minutes after the session is\n ended as a JSON file.\n\n8. For more information, refer to [Session Metadata File](/contact-center/ccai-platform/docs/crm-session-metadata).\n\n9. Click **Save**."]]
