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Freshdesk

Empower your FreshDesk experience with GoTo Connect’s integration experience utilizing workflows to stay connected and informed. Maintain comprehensive Messaging history, Contact sync, Call details with AI summary, and Voicemail transcripts.
Overview How To Install
Freshdesk logo.

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Integration Category

  • Collaboration,
  • Sales and Marketing,
  • Integrations Platform,
  • Customer Support

Used With

Import contacts into GoTo, Click-to-Call, Screen Pop and post interaction details directly into FreshDesk.

  1. Call Logging

    When a phone call is made or received, the GoTo Connect FreshDesk integration will automatically record details such as call start, call end, Caller, Callee, Outcome, and Direction. This information will be associated with the customer's contact record on a newly created ticket for future reference and resolution of the customer’s issue. Can also include AI Summary, sentiment, and topics.

  2. SMS Logging

    Messaging interactions will be compiled and logged in FreshDesk on a ticket associated with the appropriate contact, includes message content, sender and timestamps. GoTo Connect will aggregate messaging data for each contact daily, providing a consolidated history of text communications in the customer's record.

  3. Voicemail Transcript

    When a voicemail is left for a GoTo Connect phone number, the FreshDesk Integration will capture the voicemail transcript, create a ticket and, associate it with the contact record along with the date and time of the voicemail.

  4. Contact Sync

    Contacts will be imported into GoTo Connect from FreshDesk, as the contact record is updated in FreshDesk GoTo will also be updated. Maintaining accurate and up-to-date customer information across both platforms.

  5. Click to Call

    When using the GoTo Connect web or desktop application Click-to-Call can be enabled and allows for a more seamless one click calling experience.

  6. Screen pop

    Within the GoTo Connect web or desktop application the FreshDesk contact details can be opened as a phone call is received or answered by a GoTo Connect user. Allowing for full contact information to be conveniently available to GoTo Connect users.

  • Purchase the Integrations bundle.
  • Navigate to the GoTo Admin portal under Home > Integrations to view a full list of the integrations included in the integrations bundle.
  • Click on FreshDesk.
  • On the account Information tab click Connect.
  • Navigate through Authorizing GoTo to integrate with FreshDesk.
  • Move to the Workflows tab and activate any desired workflows.
  • Your FreshDesk Integration is now ready to use.