> ## Documentation Index > Fetch the complete documentation index at: https://help.withallo.com/llms.txt > Use this file to discover all available pages before exploring further. # Freshdesk > Log every Allo call and SMS in Freshdesk as a private note on a Phone ticket for the matching contact, and sync your Freshdesk contacts and companies to Allo The Freshdesk integration logs each Allo call and SMS on a Freshdesk ticket for the caller, with the source **Phone**. The call details, the AI summary, the transcript and a link to the recording go in a private note that only your agents see. A call and the SMS around it stay in the same ticket. Your Freshdesk contacts and companies sync to Allo, edits included, so callers show up with their Freshdesk name and company. ## How to connect The Freshdesk integration connects with your Freshdesk domain and a Freshdesk API key. You need an Allo admin or manager to connect the integration. > [!NOTE] > > The Freshdesk API is available on the Growth, Pro and Enterprise plans and during the Freshdesk trial. The Freshdesk Free plan has no API access, so it cannot connect to Allo. ### How to get your Freshdesk API key The API key belongs to one Freshdesk agent. Allo writes tickets and notes as that agent, unless the call is assigned to another agent (see [How calls are synced](#how-calls-are-synced)). **1. Enable API key access for the agent (admin, once per agent)** API key access is off by default for every agent. A Freshdesk admin goes to **Admin** > **Agents**, opens the agent who will connect Allo, turns on **API key access** and clicks **Save**. Until then, the agent's profile shows "Your API Key is disabled". **2. Open your profile settings** In Freshdesk, click your profile picture in the top right corner, then click **Profile settings**. **3. View the API key** In the right column, click **View API Key** and complete the "I'm not a robot" check. **4. Copy the API key** Copy the API key. It starts with `fwapi_`. You paste it into Allo in the next step. Your Freshdesk domain is the part before `.freshdesk.com` in your helpdesk address. For `yourcompany.freshdesk.com`, the domain is `yourcompany`. Use the `freshdesk.com` address even if your help center uses a custom domain: the Freshdesk API only answers on `freshdesk.com`. ### Connect in Allo **1. Go to Integrations** In Allo, go to **Settings** > **Integrations**. **2. Find Freshdesk** Find **Freshdesk** in the **Support** section and click **Connect**. **3. Enter your domain and API key** Enter your Freshdesk domain in the **Freshdesk domain** field and paste the API key in the **API key** field. **4. Save and connect** Click **Save & Connect**. Allo checks the API key with Freshdesk and connects the integration. **5. Wait for the contact import** Allo imports your Freshdesk contacts and companies. The integration shows the import in progress until the first sync finishes. ### Choose your support lines (optional) Support lines decide which Allo lines send calls and SMS to Freshdesk. Only calls and SMS on the selected lines are sent. Calls and SMS on any other line are not sent at all, so sales or personal conversations never reach your support queue. To send every call and SMS, leave the selection on **All lines**. To choose support lines, go to **Settings** > **Integrations** > **Freshdesk**, open **Support lines**, select the lines and click **Save**. > [!NOTE] > > For an inbound call or SMS, the line is the number the customer dialed or texted. For an outbound call or SMS, the line is the number shown to the customer. Call back or reply from a support line if you want it logged in Freshdesk. ### Create unknown callers in Freshdesk (optional) The **Create unknown callers in Freshdesk** setting decides what happens when a caller or SMS sender is not a Freshdesk contact yet. * **On:** Allo creates the caller as a new Freshdesk contact and logs the call or SMS on that contact. The new contact is named after the Allo contact, or after the phone number if the Allo contact has no name. * **Off:** calls and SMS from numbers that are not Freshdesk contacts are not sent to Freshdesk. ## What syncs **From Freshdesk to Allo:** * Contacts that have a phone or mobile number, with their name, email, phone and mobile numbers, job title and company name * Companies, with their name, website (from the first domain), industry, description and notes **From Allo to Freshdesk:** * Calls and SMS, logged as private notes on Phone tickets of the matching Freshdesk contact * New contacts, when **Create unknown callers in Freshdesk** is on **Sync direction:** Two-way. Calls and SMS are sent to Freshdesk as they happen. The first sync imports all your Freshdesk contacts and companies. After that, Allo checks every hour for contacts and companies created or changed in Freshdesk, so edits made in Freshdesk reach Allo. A contact deleted in Freshdesk is removed from Allo at the next sync. A contact whose last phone number is removed in Freshdesk is removed from Allo too. A company deleted in Freshdesk stays in Allo. Freshdesk contacts without a phone number are not imported, because Allo cannot match them to a call or SMS. Allo never changes an existing Freshdesk contact. Allo matches the Freshdesk contact by phone number, on the **Work phone** and **Mobile phone** fields. National and international formats of the same number match, so a contact saved with `(415) 555-1234` or `06 12 34 56 78` is found for a call from `+14155551234` or `+33612345678`. Custom phone fields are not checked. ## How calls are synced After each call on a support line, Allo creates a Freshdesk ticket for the matching contact, or adds the call to the contact's recent Allo ticket (see [How follow-up calls and SMS are grouped in one ticket](#how-follow-up-calls-and-sms-are-grouped-in-one-ticket)). The ticket has: * The source **Phone** and the priority **Low** * The tags `allo` and `allo-call` * A title with the call details, for example `Allo Inbound Call to US Support (+18885550100) - Answered - Leo (2m 03s)` * A one-line description: `Phone call with US Support (+18885550100) on Nov 6, 2026, 16:35 UTC (logged by Allo)` The call itself goes in a **private note** on the ticket. The private note contains: * The call direction and result, the start time (UTC), the duration, and the from and to numbers * The Allo line and the Allo user who handled the call, and the call tags * The AI summary * The call transcript, with speaker names when available * A link to the call recording The ticket is assigned to the Freshdesk agent whose email matches the Allo user's email, and the private note is written as that agent. If no active Freshdesk agent has that email, the ticket stays unassigned and the note is written as the agent who connected Allo. Freshdesk dates tickets and notes to when Allo writes them, so the private note shows the real start time of the call. ### Ticket status Every Allo ticket is **Open**, for answered calls, missed calls and voicemails alike, so your team sees each phone conversation in its queue. Allo never resolves or closes a ticket: that stays with your agents. > [!NOTE] > > Allo creates tickets Open without sending any email to your customer, and private notes are never emailed. Your customer only receives an email if your own Freshdesk automations or email notification settings send one (see [Troubleshooting](#troubleshooting)). ### How follow-up calls and SMS are grouped in one ticket Calls and SMS with the same contact share one ticket. A new call or SMS joins the contact's Allo ticket when that ticket is Open or Pending and was last updated less than 1 hour before it. This covers the customer calling or texting again, and your team calling back or replying. When a call or SMS joins an existing ticket: * Allo adds it as a new private note. * Allo renames the ticket after what it holds: `Allo calls with on ()`, `Allo SMS with …` or `Allo calls and SMS with …`. * Allo adds the `allo-call` or `allo-sms` tag if the ticket does not carry it yet. Tags already on the ticket are kept. * The 1-hour window restarts from that call or SMS. Once an agent resolves or closes the ticket, the next call or SMS opens a new ticket. Allo only adds calls and SMS to tickets that carry the `allo-call` or `allo-sms` tag. Allo never adds them to a ticket that came from another channel, such as an email. > [!WARNING] > > Do not remove the `allo-call` and `allo-sms` tags from Allo tickets. Without them, every call and SMS opens a new ticket. Use the `allo`, `allo-call` and `allo-sms` tags to filter Allo tickets in Freshdesk views and automations. ## How SMS are synced After each SMS sent or received on a support line, Allo creates a Freshdesk ticket for the matching contact, or adds the SMS to the contact's recent Allo ticket. The ticket has the source **Phone** (Freshdesk has no SMS source), the tags `allo` and `allo-sms`, and a title such as `Allo Inbound SMS to US Support (+18885550100) - Leo`. The SMS goes in a private note that contains: * The SMS direction, the time it was sent (UTC), and the from and to numbers * The Allo line and the Allo user who sent or received it * The message text The ticket is **Open**, for inbound and outbound SMS alike. Nothing is texted or emailed to your customer from Freshdesk. ## Click-to-call Click-to-call is not available for this integration. ## Troubleshooting Check the sync status of any call from the **call list on [web.withallo.com](https://web.withallo.com)**. Each call has an integration indicator showing its sync state. > [accordion] I cannot connect my integration > > Only **admins** and **managers** of an Allo workspace can connect integrations. If you don't see the option, ask your workspace admin or manager to set it up. > > If Allo rejects your Freshdesk details, check these causes: > > * **API key access is disabled for the agent.** It is off by default. A Freshdesk admin turns it on in **Admin** > **Agents** > the agent > **API key access**, then the agent copies the API key again. > * **The domain is wrong.** Enter only the part before `.freshdesk.com`, for example `yourcompany`, not your custom help center domain. > * **The API key was regenerated.** A new API key replaces the old one. Copy the current API key from **Profile settings** > **View API Key**. > * **Your Freshdesk plan has no API access.** The Free plan cannot connect. Growth, Pro, Enterprise and the trial can. > [accordion] Call or SMS not synced to Freshdesk > > Check these causes, in this order: > > * **The call or SMS was not on a support line.** Only calls and SMS on your selected support lines are sent to Freshdesk. Check **Settings** > **Integrations** > **Freshdesk** > **Support lines**, or select **All lines** to send everything. > * **The contact is not a Freshdesk contact.** With **Create unknown callers in Freshdesk** off, calls and SMS from unknown numbers are not sent. Add the phone number to the Freshdesk contact, or turn the setting on. > * **The phone number is in a custom field.** Allo matches on the **Work phone** and **Mobile phone** fields only. > * **The API key stopped working.** If API key access was turned off for the agent, or the API key was regenerated, Allo still appears connected but requests fail. Disconnect Freshdesk in Allo and connect again with the current API key. > * **Freshdesk rate limits.** Freshdesk limits API calls per minute for the whole account (100 per minute on Growth). Nango retries rate-limited requests a few times. If the limit is still reached, the call or SMS is not synced: wait a minute and sync it again from the call list. > [accordion] A Freshdesk contact does not appear in Allo > > Check these causes: > > * **The contact has no phone or mobile number in Freshdesk.** Allo only imports contacts with a phone number. Add the number in Freshdesk; Allo imports the contact at the next hourly sync. > * **The sync has not run yet.** Allo checks Freshdesk every hour. A contact created or changed in Freshdesk appears in Allo after the next sync. > * **The first import is still running.** On a large Freshdesk account, the first import can take several minutes. The integration shows the import in progress until it finishes. > [accordion] Duplicate contacts > > With **Create unknown callers in Freshdesk** on, Allo first looks for an existing Freshdesk contact by email, then by phone number, and only creates a contact when it finds none. A duplicate appears when the same person is saved in Freshdesk with a different email and a number in a custom phone field. Merge the contacts in Freshdesk. > [accordion] A follow-up call or SMS opened a new ticket > > A follow-up call or SMS joins an existing ticket only when all three conditions are true: > > * The ticket was created by Allo and still carries the `allo-call` or `allo-sms` tag. > * The ticket is Open or Pending, not Resolved or Closed. > * The ticket was last updated less than 1 hour before the new call or SMS. > > If one of these conditions is false, Allo opens a new ticket. > [accordion] My customer received an email about an Allo ticket > > Allo creates tickets so that Freshdesk sends no email to your customer, and private notes are never emailed. An email comes from your own Freshdesk setup. Check: > > * **Automations** in **Admin** > **Automations** that send an email or reply on new or updated tickets. Exclude tickets tagged `allo`. > * **Requester notifications** in **Admin** > **Email notifications**, such as **Agent closes the ticket** or **New ticket created**, if your account changed the defaults. > [accordion] The ticket is unassigned > > Allo assigns the ticket to the Freshdesk agent whose email matches the Allo user's email. If the emails differ, or the agent is deactivated, the ticket stays unassigned. Use the same email in Allo and Freshdesk, or assign Allo tickets with a Freshdesk automation on the `allo-call` or `allo-sms` tag. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.