Twilio + Freshservice Integration | Streamline IT Support & Communication

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 Ticket

Create a new ticket.

Create Solution Article

Create a solution article.

Delete Solution Article

Delete a solution article.

Get Solution Article

Get a solution article by ID.

List Solution Articles

List all solution articles.

Get Ticket

Get a ticket by ID.

List Solution Categories

List all solution categories.

Update Solution Article

Update a solution article.

Update Ticket

Update a ticket.

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 Freshservice?

The Twilio and Freshservice integration empowers your IT and support teams by combining Twilio’s robust messaging and voice APIs with Freshservice’s intuitive service management platform. This integration enables automatic ticket creation from calls and messages, real-time communication tracking, and streamlined incident resolution — all within Freshservice. Enhance agent productivity, improve customer satisfaction, and maintain clear communication logs effortlessly.

Frequently asked questions

What benefits does the Twilio and Freshservice integration provide?

This integration allows you to convert Twilio calls and messages directly into Freshservice tickets, enabling faster issue tracking and resolution. It also centralizes communication history, improving transparency and collaboration among support teams.

How do I set up the Twilio integration with Freshservice?

To set up, connect your Twilio account within Freshservice’s admin panel, configure the communication channels you want to sync, and customize ticket creation rules. Detailed step-by-step guides are available in the Freshservice documentation.

Can I track SMS and voice interactions within Freshservice?

Yes, all SMS and voice interactions routed through Twilio are logged automatically in Freshservice tickets, providing a complete communication history for each incident or request.

Is this integration suitable for both small and large organizations?

Absolutely. The integration scales with your needs, supporting everything from small teams handling basic support to large enterprises managing complex IT service workflows.

Does the integration support real-time notifications for incoming calls or messages?

Yes, agents receive real-time notifications within Freshservice when new calls or messages arrive via Twilio, ensuring timely responses and improved customer experience.

Twilio and Freshservice Integration

Explore Triggers and Actions

How it works

Popular App Usecases

What can Ayudo do with Twilio and Freshservice?

Frequently asked questions

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