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# What filters can I use in the MyOperator ↔ Freshdesk integration and how do I configure them?

# Quick answer

You can control which calls become Freshdesk tickets (and how) with four filters: Ticket Type, Event Type, Call Status, and Department. Each filter has options, and all can be combined for precise routing.

## When should I use this guide?

* Limit tickets to certain call types (e.g., only missed inbound calls).
* Append new calls to an open ticket instead of creating duplicates.
* Route tickets only to specific departments like "Sales" or "L2 Support."

---

## Table of Contents

1. [Filter matrix at a glance](#2-1-filter-matrix-at-a-glance)
2. [Prerequisites & where to edit filters](#2-2-prerequisites-where-to-edit-filters)
3. [Detailed behaviour of each filter](#2-3-detailed-behaviour-of-each-filter)
    1. [Ticket Type](#3-31-ticket-type)
    2. [Event Type](#3-32-event-type)
    3. [Call Status](#3-33-call-status)
    4. [Department](#3-34-department)
4. [Combining filters—worked examples](#2-4-combining-filters-worked-examples)
5. [Edge cases & when filters do NOT work](#2-5-edge-cases-when-filters-do-not-work)
6. [Troubleshooting & escalation](#2-6-troubleshooting-escalation)
7. [Related articles](#2-related-articles)

---

## 1. Filter matrix at a glance

| Filter      | Options                           | Default |
|---|---|---|
| Ticket Type | create_new, update_existing       | create_new |
| Event Type  | incoming, outgoing, both          | both |
| Call Status | connected, missed, both           | both |
| Department  | all, comma-separated list         | all |

![](https://content.api.getguru.com/files/view/8a858b2a-e9dc-42d7-a9f0-0fb1420e76dc)

_Alt text - Filters in Freshdesk integration_

[Back to top](#1-quick-answer)

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## 2. Prerequisites & where to edit filters

| Requirement | Where to find it | Notes |
|---|---|---|
| Company ID | MyOperator → Manage → API Integration | Needed once |
| Freshdesk API key | Freshdesk Profile → Settings → API | Paste into the integration form |
| After-Call webhook ON | MyOperator → API & Webhooks | Must be enabled for filters to apply |
| Automatic ticket assignment | Freshdesk Admin → Workflows | Should be ON |

Open MyOperator → Integrations → Freshdesk → Edit Filters to update any option.

[Back to top](#1-quick-answer)

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## 3. Detailed behaviour of each filter

### 3.1 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.

### 3.2 Event Type

| Setting  | Result |
|---|---|
| incoming | Tickets only for inbound calls |
| outgoing | Tickets only for outbound calls |
| both     | All calls create or update tickets |

### 3.3 Call Status

| Setting  | Result |
|---|---|
| connected | Log successful calls only |
| missed    | Log missed calls only |
| both      | Log both outcomes |

### 3.4 Department

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

```
Sales,Support,L2
```

If the listed department doesn't exist in Freshdesk, the ticket lands in the Default Group instead.

[Back to top](#1-quick-answer)

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## 4. Combining filters—worked examples

![](https://content.api.getguru.com/files/view/c3b1ec4c-c115-4e6e-8e9b-1953bbf7137e)

_Alt-text: Decision tree showing Event → Status → Department checks before ticket creation._

[Back to top](#1-quick-answer)

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## 5. Edge cases & when filters do NOT work

* Leaving _all_ filters blank = no ticket is created.
* Department names are case-sensitive ("Sales" ≠ "sales").
* Changing Event Type to _outgoing_ won’t affect calls made from the mobile app—only desk dials are counted.
* If Ticket Type = _update_existing_ but no open ticket exists, a new ticket is created.

[Back to top](#1-quick-answer)

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## 6. Troubleshooting & escalation

* Tickets for missed calls not appearing → Call Status set to _connected_ → Switch to _both_ or _missed_.
* Tickets hitting the wrong group → Department spelling error → Re-enter exact department names.
* Duplicate tickets → Ticket Type set to _create_new_ → Change to _update_existing_.

Need help? Email [support@myoperator.com](mailto:support@myoperator.com) with Company ID, sample call UID, and current filter JSON.

[Back to top](#1-quick-answer)

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## Related articles

* [What fields does the MyOperator → Freshdesk integration add to new tickets?](https://app.getguru.com/card/cBrMEX9i/What-fields-does-the-MyOperator-Freshdesk-integration-add-to-new-tickets)
* [How do I find my Freshdesk API key (and use it safely)?](https://app.getguru.com/card/TLrMoM5c/How-do-I-find-my-Freshdesk-API-key-and-use-it-safely)
* [How do I add and test an After-Call Webhook in MyOperator?](https://app.getguru.com/card/izgBRryT/How-do-I-add-and-test-an-AfterCall-Webhook-in-MyOperator)

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Keywords - Freshdesk filters, MyOperator integration, Ticket Type, Event Type, Call Status, Department filter, ticket creation rules