Freshdesk + ActiveLens
Turn a phone call into a Freshdesk ticket update, without retyping it.
ActiveLens looks up the caller, picks the open ticket the call is about or drafts a new one, and prepares its fields and a private note. Save after a review, or let it go through automatically.
Free trial · No credit card · An admin connects with an API key
What happens after every call
Caller and ticket matched
The lookup starts with the caller's phone number, then numbers said on the call, their name or company, and the call's topic. The AI weighs the caller's open tickets against the call and shows its confidence.
A draft ticket for a new issue
When no open ticket fits, ActiveLens drafts one with a subject and the caller as the requester, and sets its source to Phone. It goes to whoever took the call, unless your assignment rule says otherwise. You can also choose to write nothing.
Fields set from what was said
Priority and type start switched on. Any other field can join them, filled by the AI or set to a fixed value. A short rule tells the AI how to choose, for example when a ticket counts as urgent.
A private note from each call
On an existing ticket, the summary, key points, decisions, next steps and call link go in as a private note, or as a reply if you prefer. On a new ticket, the summary is its description.
Set up in minutes
An admin adds the API key
On Integrations → Freshdesk, a workspace admin enters your Freshdesk domain and an API key from Profile settings. ActiveLens checks the key before saving it. One key serves the whole workspace.
Set the rules
Phone calls of 30 seconds or more get a Freshdesk ticket action by default. You can change the length, add meetings or limit it to some teams. Then choose the fields, the matching and the note, with a live preview beside each section.
Pick Review first or Automatic
Review first holds each ticket on the call until someone presses "Do It Now". Automatic writes right after the call, and sends anything it's unsure of back for review.
From the call to Freshdesk
“We were charged twice on invoice 1001, and I need the second charge refunded.”
Customer, Thursday call
Ticket #67890: Sam Sample, Example Co
- Priority: High
- Status: Pending
- Private note: call summary, next steps and link to the call
You stay in control
How we protect your data- New workspaces start on Review first. People can change any value or the note, or pick another ticket, and nothing goes to Freshdesk before "Do It Now".
- Under Automatic, a ticket waits for a person when the match is unclear, or when it was found only by the caller's name or the call's topic. Empty required fields hold it too, and you can hold every new ticket. Sample calls, private calls and calls in Trash are never written automatically.
- ActiveLens reads contacts, companies, tickets and fields. It writes the fields you switched on, new tickets and contacts, the summary, tags and CCs. For 10 minutes, field changes can be undone. New tickets and notes stay.
- Disconnect on the Freshdesk page removes the key and these settings, and written tickets stay as they are. The key keeps working until you reset it under Profile settings in Freshdesk. Any other tool using it then needs the new key.
Works with everything else
Calls reach ActiveLens from your phone system and update Freshdesk from there. The same call can also update your CRM and create tasks.
Built for: Insurance Agencies · Government & Municipalities
Questions
What access does the API key give ActiveLens?
The same access as the person the key belongs to, so use an admin's key. Freshdesk connects with an API key only. OAuth and a separate sign-in for each user aren't supported. Enter your .freshdesk.com domain, even if your help desk has its own web address.
Can ActiveLens search the text of our Freshdesk tickets?
No. Freshdesk has no full-text ticket search for this. You can find a ticket by its number, or find a client by name, phone or email and see their tickets. To match by topic, ActiveLens searches client names, then reads those clients' open tickets.
Can it CC people, and does it show who opened a ticket?
CCs work on new tickets only, because Freshdesk takes them only when a ticket is opened. Notes are written as the Freshdesk agent of the person who took the call, or as the key's owner if they have none. A new ticket can't show who opened it, only its notes can.
Are custom and nested fields supported?
Yes. Custom text, paragraph, number, decimal, date, checkbox and drop-down fields work, and so do nested fields and encrypted text. Secure (PCI) fields don't, because Freshdesk's ticket API can't read or write them.
Does Freshdesk send anything back to ActiveLens?
Nothing syncs live, but ActiveLens reads Freshdesk on a schedule in two cases. If an admin switches it on, Ask Anything answers from your tickets. It keeps each ticket's details and a two-sentence summary, and switching it off deletes them. And for 30 days after a call, ActiveLens checks the tickets the call wrote to. When one is resolved, or a new comment says the problem is fixed, the call's owner gets a task to get back to the caller.
Do recordings or transcripts go to Freshdesk?
No. Freshdesk receives the field values, the summary and a link to the call. A short quote from the call is optional. The recording and the full transcript stay in ActiveLens.
Put Freshdesk to work on every call.
Free trial · No credit card · An admin connects with an API key
Freshdesk is a trademark of its respective owner.