Every call and SMS logged on a ticket in Freshdesk
Allo connects your support lines to Freshdesk, so every call and SMS lands on a Phone ticket with a private note: the AI summary, the transcript and the recording. No more logging by hand.
Or talk it through with our team
Allo
1You hang up in AlloThe AI writes the summary while you say goodbye.
Freshdesk
2It's a private note in FreshdeskOn a Phone ticket, with the summary, the transcript and the recording. Nobody types it.
Freshdesk context
on every call
Your Freshdesk contacts and companies are in Allo, so you know who's calling before you answer. Texts with the same customer land in the call's ticket.
Contacts with a phone number and their companies come over from Freshdesk, and edits follow every hour.
A caller shows up with their Freshdesk name and company, matched on the Work phone and Mobile phone fields.
An SMS within an hour of the call joins its ticket as a new private note, and the ticket is renamed after what it holds.
Search contacts
What syncs
with Freshdesk
Contacts and companies come from Freshdesk. Every call and SMS goes back to Freshdesk.
From Freshdesk
ContactsWith a phone number, edits included
CompaniesName, website and industry
Contacts and companies sync every hour. Contacts without a phone number are not imported, and Allo never changes an existing Freshdesk contact. Only calls and SMS on your support lines are sent. Tickets are not synced back to Allo.
Written to Freshdesk
New contactsFor unknown callers, if you turn it on
CallsA private note on a Phone ticket
SMSA private note on a Phone ticket
AI summariesIn the private note
TranscriptsIn the private note
RecordingsLinked in the private note
Tagsallo, plus allo-call or allo-sms
Logging by hand
vs logging with Allo
Support calls off the record
Phone calls that never become a Freshdesk ticket- Agents retyping what was said after the call
- Email tickets in Freshdesk, calls and texts somewhere else
- Missed calls nobody calls back
With Allo
Every call and SMS on a Freshdesk Phone ticket- AI summary, transcript and recording in a private note
- Every call and SMS in an Open ticket in your queue
- Follow-ups grouped in one ticket for an hour
Allo is an AI phone system,
not just an integration
The Freshdesk sync is one part. Allo is the phone your team calls, texts and gets coached from every day.
See all features
AI receptionistAllo answers when you can't, qualifies the caller and books the meeting, 24/7, so no lead slips away.
Explore this featureCall recording and AI summariesEvery call is recorded, transcribed and summarized, so the key points and next steps are captured without taking notes.
Explore this feature
Run Allo from your AI assistantConnect Allo to Claude, ChatGPT and more through the Allo MCP, and pull call data or trigger actions just by asking.
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Business texting built inText customers from your Allo number and keep calls and messages together in one place.
Explore this feature
Power dialerCall through a list back to back with no manual dialing, so your reps spend their time talking, not clicking.
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Call analyticsSee call volume, outcomes and team activity at a glance, and coach from real conversations.
Explore this featureFreshdesk integration FAQ
An Allo agent picks up and puts you through to sales or support. It is the fastest demo on this page.
888-298-ALLOFirst, a Freshdesk admin turns on API key access for the agent who will connect Allo, in Admin > Agents. That agent copies their API key from Profile settings > View API Key. Then, in Allo, go to Settings > Integrations, find Freshdesk in the Support section, enter your Freshdesk domain and the API key, and click Save & Connect. Only Allo admins and managers can connect integrations.
The Freshdesk integration is included from the Business plan up. CRM integrations aren't part of Solo. On the Freshdesk side, you need the Growth, Pro or Enterprise plan, or the Freshdesk trial: the Free plan has no API access.
Each call or SMS on a support line becomes a Freshdesk ticket with the source Phone, the priority Low and the tags allo and allo-call or allo-sms. The title carries the call details, for example "Allo Inbound Call to US Support (+18885550100) - Answered - Leo (2m 03s)", and the description is one line. The details are in a private note: direction and result, start time in UTC, duration, the from and to numbers, the Allo line and user, the call tags, the AI summary, the transcript and a link to the recording.
Open. Every Allo ticket is Open, for answered calls, missed calls, voicemails and SMS, so your team sees each phone conversation in its queue. Allo never resolves or closes a ticket: your agents do. Allo creates tickets without emailing your customer. Once a ticket is resolved or closed, the next call or SMS opens a new one.
A call or SMS with the same contact within 1 hour of the ticket's last update joins that ticket as a new private note. The ticket is then renamed after what it holds, for example "Allo calls and SMS with Maya Cole on US Support (+15550100100)".
To the Freshdesk agent whose email matches the Allo user's email. If no active agent has that email, the ticket stays unassigned.
By default, every call and SMS. You can choose support lines in Settings > Integrations > Freshdesk, and then only calls and SMS on those lines are sent. With Create unknown callers in Freshdesk on, a caller who isn't a Freshdesk contact yet is created as one; with it off, their calls and SMS are not sent.
Contacts that have a phone or mobile number, and companies, come from Freshdesk into Allo every hour, edits included. A contact deleted in Freshdesk is removed from Allo. Contacts without a phone number are not imported, and Allo never changes an existing Freshdesk contact. Calls and SMS go from Allo to Freshdesk. Tickets are not synced back to Allo.
No, click-to-call is not available for this integration. Call from the Allo app: every call on a support line is still logged in Freshdesk.
Check that the call was on one of your support lines, and that the caller is a Freshdesk contact with the number in the Work phone or Mobile phone field, in national or international format. Custom phone fields are not checked. If API key access was turned off for the agent or the key was regenerated, disconnect Freshdesk in Allo and connect again with the current key.