Connect Freshdesk and Twilio to unlock the power of automation
- No credit card required
- Free forever for core features
- 14-day trial for premium features and apps
Set up your first integration
Quickly connect Freshdesk to Twilio with a Zapier template.
Our most popular template
How Zapier works
Zapier makes it easy to integrate Freshdesk with Twilio - no code necessary. See how you can get setup in minutes.
Choose a trigger
A trigger is the event that starts your Zap—like a "New Ticket" from Freshdesk.
Add your action
An action happens after the trigger—such as "Call Phone" in Twilio.
You’re connected!
Zapier seamlessly connects Freshdesk and Twilio, automating your workflow.
Supported triggers and actions
Zapier helps you create workflows that connect your apps to automate repetitive tasks. A trigger is an event that starts a workflow, and an action is an event a Zap performs.
- New Ticket
Triggers when there is a new ticket is created in Freshdesk.
Try ItTriggerInstant - New Ticket Note
Triggers when a Note is added to a Ticket.
Try ItTriggerInstant - Update Contact
Triggers when a user is updated.
Try ItTriggerInstant - NameRequired
- Description
- Notes
- Domains
ActionWrite
- New Contact
Triggers when a new customer is created.
Try ItTriggerInstant - Update Ticket
Triggers when a Ticket is updated.
Try ItTriggerInstant - Ticket NoRequired
- NotesRequired
- PrivateRequired
ActionWrite- Forum CategoryRequired
- NameRequired
- TypeRequired
- VisibilityRequired
- Description
ActionWrite
Zapier is the automation platform of choice for 87% of Forbes Cloud 100 companies in 2023
93%
Customers who say using Zapier has made them better at their job
25m
Customers have created over 25 million Zaps on the platform
6 mins
The average user takes less than 6 minutes to set up a Zap
Practical ways you can use Freshdesk and Twilio
Notify via SMS on new Freshdesk tickets
When a new customer ticket is created in Freshdesk, Zapier sends an SMS notification through Twilio to ensure the business owner is promptly updated. This helps in quicker response times and better customer satisfaction.
Business OwnerUpdate ticket with Twilio call details
When a call is finished on a Twilio number, Zapier adds a note to the relevant Freshdesk ticket. This consolidates communication details in one place, creating a smoother workflow and improving ticket resolution times.
Customer Support Ops
Alert via SMS for updated Freshdesk tickets
When a ticket is updated in Freshdesk, Zapier sends an SMS alert through Twilio to ensure IT is immediately informed. This minimizes downtime by enabling quicker action on updates or escalations.
ITLearn how to automate Freshdesk on the Zapier blog
Learn how to automate Twilio on the Zapier blog
Frequently Asked Questions about Freshdesk + Twilio integrations
New to automation with Zapier? You're not alone. Here are some answers to common questions about how Zapier works with Freshdesk and Twilio
How do I set up Freshdesk to work with Twilio?
To set up Freshdesk with Twilio, you'll need an account with both platforms. Start by logging into your Freshdesk account and navigating to the Admin section. Under 'Email & Telephone', select 'Phone' and choose the Twilio integration. Follow the instructions provided to enter your Twilio credentials and configure settings such as SMS notifications.
What triggers can I use when integrating Freshdesk with Twilio?
When integrating Freshdesk with Twilio, you can use triggers like 'New Ticket', 'Updated Ticket', or 'Closed Ticket'. These triggers enable specific actions on Twilio, such as sending an SMS to a customer or notifying agents via phone when certain ticket statuses change.
Can I customize the message content sent from Twilio using Freshdesk data?
Yes, you can customize messages in your integration between Freshdesk and Twilio by using ticket data fields. For instance, automatically include the ticket ID, customer name, or issue summary in the SMS content sent through Twilio.
What actions can be executed on Freshdesk when triggered by an event in Twilio?
Actions on Freshdesk triggered by a Twilio event might include creating a new ticket upon receiving an SMS or updating an existing ticket's status based on a customer's response. You can configure these actions to ensure seamless communication workflows.
How are customers notified of their support tickets via SMS?
Customers receive notifications about their support tickets via SMS through configured triggers in Freshdesk that leverage the Twilio integration. When a trigger event occurs, such as a new reply from support, an automated SMS is sent through Twilio detailing necessary information.
Is it possible to integrate voice calls within my help desk operations using this setup?
Certainly! Integrating voice calls is straightforward. With the help of our setup configurations, you can route incoming calls via Twilio directly to your support agents through Freshdesk’s interface or set up automated voice responses based on pre-defined conditions.
Are there any prerequisites before starting the integration of Freshdesk with Twilio?
Before starting integration of Freshdesk with Twilio, ensure both accounts are active and administrative privileges are available for configuration changes. Familiarity with both platform's interfaces will also streamline setup and customization processes.
