Twilio and Freshdesk Integration

Explore Triggers and Actions

New Transcript Created

Emit new event when a new call transcript is created

New Incoming SMS (Instant)

Emit new event every time an SMS is sent to the phone number set

New Call (Instant)

Emit new event each time a call to the phone number is completed

New Recording

Emit new event when a new call recording is created

New Phone Number

Emit new event when you add a new phone number to your account

Create Note

Create a note for a specific ticket in Freshdesk

Set Ticket Status

Set a Freshdesk ticket's status to a specific value

Update Ticket

Update an existing ticket with new information

Create Contact

Create a new contact in Freshdesk

List All Tickets

Retrieve a list of all tickets from Freshdesk

Get Ticket Details

Retrieve details of a specific ticket

Create Ticket

Create a new ticket in Freshdesk

Assign Ticket to Group

Assign a Freshdesk ticket to a specific group

Assign Ticket to Agent

Assign a Freshdesk ticket to a specific agent

How it works

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.

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.

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 Twilio and Freshdesk?

The Twilio and Freshdesk integration empowers your support team to manage all customer interactions from a single interface. Leverage Twilio’s programmable voice, SMS, and chat capabilities directly within Freshdesk to streamline communication, automate workflows, and enhance customer engagement. This integration ensures faster response times, improved ticket management, and a unified view of every customer conversation across channels.

Frequently asked questions

What features does the Twilio and Freshdesk integration offer?

This integration enables voice calls, SMS messaging, and chat support within Freshdesk, allowing agents to handle all communications without switching platforms. It also supports automated ticket creation from Twilio interactions and provides detailed call and message logs for better tracking.

How do I set up the Twilio integration in Freshdesk?

To set up, navigate to the Freshdesk Admin panel, select 'Apps,' search for the Twilio integration, and follow the step-by-step configuration guide. You’ll need your Twilio account credentials and API keys to connect the two platforms securely.

Can I automate ticket creation from incoming Twilio calls or messages?

Yes, the integration automatically creates support tickets in Freshdesk for incoming calls and SMS, ensuring no customer query goes unnoticed and enabling timely follow-up by your support team.

Is it possible to track call recordings and message history within Freshdesk?

Absolutely. All call recordings, transcripts, and message histories from Twilio are accessible within the corresponding Freshdesk tickets, providing complete context for your support agents.

Does this integration support multi-channel communication?

Yes, it supports multiple communication channels including voice calls, SMS, and chat, allowing your team to engage customers through their preferred method seamlessly within Freshdesk.

Explore Triggers and Actions

How it works

Popular App Usecases

What can Ayudo do with Twilio and Freshdesk?

Frequently asked questions

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