Articles on: MyOperator

How do I integrate MyOperator with Freshdesk and manage the Freshdesk API key safely?

Tip

The integration pushes every incoming or outgoing MyOperator call into Freshdesk as a ticket—complete with caller details, agent information, and a recording link—then auto-assigns it to the matching agent (via email match). To set it up, you need:

  1. Your MyOperator Company ID and an After-Call webhook (POST JSON).
  2. Freshdesk domain and API key (found in Profile → Settings).
  3. Matching agent e-mails in both tools.
  4. One-time user sync, then test: answered call → assigned to agent; missed call → unassigned or fallback.


When should I use this guide?


Use it to automatically track calls in Freshdesk, eliminate manual ticket creation, or rotate an API key without breaking the MyOperator connection.



What this integration does


  • Automatic ticket creation (inbound): Every incoming call via MyOperator becomes a ticket automatically.
  • Click-to-call (outbound): Call buttons in Freshdesk dial via MyOperator; outcome and recording log back to the ticket.
  • Agent/team assignment: Ticket routes to the right agent/group; fallback if no match.
  • Detailed call logs: Activity shows status, start/end time, duration, department, and recording URL.



Prerequisite checklist


Item

Where to find it

Required?

MyOperator Company ID

MyOperator → Manage → API

Yes

Freshdesk domain

Browser URL

Yes

Freshdesk API key

Profile → Settings → API

Yes

After-Call webhook ON

MyOperator → API & Webhook → Calling Webhooks

Yes

Matching agent e-mails

Freshdesk Agents ↔ MyOperator Users

Yes



Find & secure your Freshdesk API key


Mint UI (most accounts)


  1. Sign in: https://yourdomain.freshdesk.com



  1. Click your avatar (top-right) → Profile Settings.



  1. In “Your API Key” panel, click Show → Copy.




Classic UI (older accounts)


Avatar (top-right) → Your Profile → API Key panel → Show → Copy.


Security and rotation best practices:


  • Treat the key like a password; store it in a password manager.
  • Rotate the key if it was ever shared in chat or email.
  • After rotation, update all integrations that used the old key.



Architecture at a glance


Flow

Trigger

Where configured

Result in Freshdesk

Inbound

Customer calls your MyOperator number

MyOperator → Freshdesk connector/webhook

New ticket with call metadata + optional recording URL

Outbound

Agent clicks to call from Freshdesk

Freshdesk UI/extension → MyOperator

Call placed; outcome/recording logged back to ticket



Step-by-step setup


  1. Enable After-Call webhook
  • MyOperator → API & Webhooks → Calling Webhooks → Add Webhook → After-Call.
  • Method: POST
  • Content-Type: application/json
  • URL: your Freshdesk listener



  1. Connect Freshdesk
  • MyOperator → Integrations → Freshdesk → Connect. Enter Company ID, Freshdesk domain, API key, and optional filters.





  1. Sync agents
  • Click Sync Users and confirm agent e-mails match exactly.


  1. Test
  • Place a call.
  • A ticket should appear in Freshdesk in ≤ 3 s with the correct agent assigned. Expected toast: “Integration successful.”



Integration flow logic


  • Validate Freshdesk domain + API key.
  • Sync agents from Freshdesk → MyOperator.



  • MyOperator sends After-Call webhook (POST JSON).
  • Freshdesk API creates a ticket.
  • Auto-assignment engine matches agent e-mail; ticket routed.
  • Agent works the ticket; call log and recording remain attached.



Ticket fields created


Freshdesk field

Description

Subject

{Event} {Status} call from {caller}

Status

Open

Priority

Medium

Description

Caller: {Caller Number} · Agent: {Agent Name} · Department: {Department Name} · Status: {Status of call} · Event: {Event of call} · Duration: {Duration of Call} · UID: {UID of call} · Recording: {Recording Link} · Start Time: {Start Time of Call}



Filter options


Filter

Options

Default

Ticket Type

create_new · update_existing

create_new

Event Type

incoming · outgoing · both

incoming

Call Status

connected · missed · both

connected

Department

all · comma-separated list

all




How tickets are assigned


  • If Agent exists: Ticket is assigned to the responding agent.
  • If the Agent doesn’t exist: An unassigned ticket is created.
  • For each new incoming/outgoing call, a new Freshdesk ticket is created (unless update_existing is set).



Edge cases and limitations — when does it NOT work?


  • Webhook disabled: No ticket created.
  • Duplicate webhooks: Multiple tickets created.
  • Agent e-mail mismatch: Ticket remains Unassigned.
  • API key expired: 401 errors until regenerated and updated.
  • Rate limits: Large exports or syncs may hit Freshdesk API limits; stagger your requests.
  • Sandbox vs. production: Keys are workspace-specific; ensure you’re in the right portal.



Troubleshooting


Scenario

Outcome

Fix

Agent e-mail mismatch

Ticket stays Unassigned

Sync users or correct e-mail

Webhook disabled

No ticket created

Enable After-Call webhook

Duplicate tickets

Multiple webhooks active

Keep only one active webhook

API key expired

401 errors

Regenerate key, update integration

Wrong domain

401 errors

Use https://yourdomain.freshdesk.com


CAN’T SEE THE API KEY:


  • Ensure you’re viewing your own profile (not another user’s page).
  • Ask an admin if API access is restricted by policy/plan.



Escalation and support


Open a ticket at support@myoperator.com with:

  1. Subject: Freshdesk-Integration-Issue
  2. Company ID (e.g., cmp_203948)
  3. Call SID (e.g., abc123)
  4. Webhook delivery log (raw JSON + HTTP status)


SLA: first response in 2 business hrs; resolution target under 8 hrs.



Keywords: Freshdesk-MyOperator integration, After-Call webhook, API key, agent sync, ticket assignment, call tracking, create_new, update_existing, incoming vs outgoing

Updated on: 13/01/2026