Articles on: MyOperator

How do I integrate MyOperator with Freshdesk so every call automatically becomes a ticket?

⚡ Quick answer — The integration pushes every incoming or outgoing MyOperator call into Freshdesk as a ticket—complete with caller details, agent info, and a recording link—then auto-assigns it to the matching agent based on e-mail.


When should I use this guide?


Use it if you want to:


  • Track calls in Freshdesk automatically.
  • Eliminate manual ticket creation.



1. What is Freshdesk?


Freshdesk (by Freshworks) is a cloud helpdesk that centralises support across email, chat, phone, and social. It provides ticketing, SLAs, automations, and team collaboration in one place.



2. Why integrate MyOperator with Freshdesk?


Benefit

What you see in Freshdesk

Automatic ticket creation (inbound)

Every incoming call via MyOperator becomes a ticket automatically

Agent/Team assignment

Ticket routes to the right agent/group; fallback if no match

Detailed call logs

Activity/notes show status, start/end time, duration, agent/department, and a recording URL

Click-to-call (outbound)

Call buttons/phone icons dial via MyOperator (e.g., via Chrome extension)

Single pane of glass

Telephony + ticketing inside one dashboard



3. 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



4. 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



5. Step-by-step setup


  1. Enable After-Call webhook
  2. MyOperator → API & Webhooks → Calling webhooks → Add Webhook → After-Call.
  3. Method = POST, Content-Type = application/json.
  4. URL = your Freshdesk listener endpoint.


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



Alt text: Connect Freshdesk



Alt text: Enter required details


  1. Sync agents
  2. Click Sync Users. Confirm agent e-mails match exactly.


  1. Test
  2. Place a call. A ticket should appear in Freshdesk in ≤ 3s with the correct agent assigned.


Expected result: “Integration successful” toast + new Freshdesk ticket.



Alt text: Integration successful



6. Integration flow/logic at a glance


  • 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.



7. What fields does the MyOperator → Freshdesk integration add to new tickets?


Freshdesk field

Description

Subject

{Event} {Status} call from {caller}

Status

Open

Priority

Medium

Description

Caller, Agent, Department, Status, Event, Duration, UID, Recording, Start Time


Description field content:


  • 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}



8. What filters can I use in the MyOperator ↔ Freshdesk integration


Filter

Options

Default

Ticket Type

create_new

update_existing

Event Type

incoming

outgoing

Call Status

connected

missed

Department

all

Comma-separated list



Alt text - Filters in Freshdesk integration


8.1 Ticket Type


create_new


  • Always creates a new ticket, even if the caller already has an open one.


update_existing


  • Looks for the most recent Open or Pending ticket tied to the caller’s phone number.
  • If found, appends the call log to that ticket instead of making a duplicate.


8.2 Event Type


Setting

Result

incoming

Tickets only for inbound calls

outgoing

Tickets only for outbound calls

both

All calls create or update tickets


8.3 Call Status


Setting

Result

connected

Log successful calls only

missed

Log missed calls only

both

Log both outcomes


8.4 Department


You can leave this blank (all departments) or list multiple departments separated by commas



9. How are tickets assigned?


  • If Agent exists: Ticket is assigned to the responding agent.
  • If the Agent doesn’t exist: An unassigned ticket will be created.
  • For each new Incoming/Outgoing call, a new Freshdesk ticket will be created.



10. 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.


1. Fixing credential errors


  • In Freshdesk, regenerate the API key (Profile → Settings → API → Reset).



Alt text: Resetting API key


  • Copy the new key.
  • In MyOperator, open Integrations → Freshdesk → Edit and paste the key.
  • Press Test connection; expect “200 OK – Auth success.”


2. Verifying the After-Call webhook


  • Navigate to MyOperator → API & Webhooks → Calling Webhooks → After-Call.
  • Confirm:
  1. Method = POST
  2. Content-Type = application/json
  3. URL = your Freshdesk listener endpoint



Alt text: After-call webhook


3. Syncing & matching agents


  • In MyOperator, click Integrations → Freshdesk → Sync Users.
  • Refresh Freshdesk Admin → Agents; new agents should appear.
  • Ensure each agent’s e-mail is spelt identically (case-sensitive).
  • Place a test call; the ticket should auto-assign to the matching agent.



Alt text: Agent synchronisation



11. Escalation & support


Open a ticket at support@myoperator.com with:


Subject: Freshdesk-Integration-Issue
Company ID: cmp_203948
Call SID: abc123
Webhook delivery log (raw JSON + HTTP status)


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



Keywords- Freshdesk-MyOperator integration, After-Call webhook, API key, agent sync, ticket assignment, call tracking

Updated on: 12/01/2026