Freshdesk and Twilio Integration

Explore Triggers and Actions

New Contact

New event when a contact is created in Freshdesk.

New Ticket

New event when a ticket is created in Freshdesk.

Send Message

Send an SMS text with optional media files

Send SMS Verification

Send an SMS verification to a phone number

List Transcripts

Return a list of transcripts

Phone Number Lookup

Lookup information about a phone number

List Messages

Return a list of messages associated with your account

List Message Media

Return a list of media associated with your message

List Calls

Return a list of calls associated with your account

Get Transcripts

Retrieves full transcripts for the specified transcript SIDs

Get Message

Return details of a message

How it works

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Add your support channel as a trigger

Start with any customer-facing channel — WhatsApp, Email, Web Chat, or even Phone. When a new ticket, message, or call comes in, the workflow kicks off.

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Connect your apps

Set conditions like agent persona, customer type, query intent, or urgency. Then let your AI agent auto-respond, triage, summarize, or even escalate — just using natural language.

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Connect it to your tools

Sync with your CRM, Helpdesk, or internal systems. Automatically log tickets, update statuses, notify agents, send surveys or send summaries — your workflow, your way.

What can Ayudo do with Freshdesk and Twilio?

The Freshdesk and Twilio integration empowers your support team to engage customers through SMS, voice calls, and WhatsApp directly within Freshdesk. Automate notifications, manage conversations in one place, and deliver personalized, real-time support that boosts customer satisfaction and streamlines workflows.

Frequently asked questions

What features does the Freshdesk and Twilio integration offer?

This integration enables sending and receiving SMS, making voice calls, and managing WhatsApp messages directly from Freshdesk tickets. It also supports automated notifications and call logging to keep your support process efficient and centralized.

How do I set up the Freshdesk and Twilio integration?

To set up, connect your Twilio account within the Freshdesk admin panel, configure your preferred communication channels, and customize notification settings. Detailed step-by-step instructions are available in the integration documentation.

Can I use Twilio to send automated SMS alerts from Freshdesk?

Yes, you can configure automated SMS notifications for ticket updates, reminders, and alerts, ensuring your customers stay informed throughout the support process.

Is it possible to track call history and recordings within Freshdesk using this integration?

Absolutely. All calls made via Twilio are logged within Freshdesk tickets, and call recordings can be accessed directly from the ticket interface for quality assurance and record-keeping.

Does this integration support WhatsApp messaging through Freshdesk?

Yes, the integration includes WhatsApp messaging capabilities, allowing your support agents to communicate with customers on WhatsApp without leaving the Freshdesk platform.

Explore Triggers and Actions

How it works

Popular App Usecases

What can Ayudo do with Freshdesk and Twilio?

Frequently asked questions

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