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3CX + Freshdesk
3CX and Freshdesk for support teams that still answer the phone
Email and chat are easy to track; phone calls are the ones that vanish. With 3CX connected to Freshdesk, callers are matched to contacts, their tickets open as the phone rings, and the call is logged against the ticket — so the phone is a channel like any other.
- Contacts matched as calls ring
- Tickets pop for known callers
- Calls logged against tickets
- Click-to-dial from Freshdesk
What it does
3CX and Freshdesk, call by call
Contact lookup
Inbound numbers are matched against Freshdesk contacts and shown on every 3CX device.
Ticket pop
The caller's tickets open in the browser as the call rings; agents see the history before they answer.
Logged to tickets
Calls are logged as notes on the ticket — or as a new ticket — with direction, duration and the agent.
Click-to-dial
Numbers on tickets and contacts become dial links through the browser extension.
New contacts
Unknown callers can be created as Freshdesk contacts automatically.
Native template
3CX ships a Freshdesk template; we configure and support it.
Setup
An API key from a Freshdesk agent with the right role, connected to 3CX. We agree the logging rules and roll out per agent. Usually live within a day.
How it is set up
Four steps, usually inside a day
You keep the keys. We do the mapping, the rollout and the looking-after.
API key
From a scoped Freshdesk agent account.
Rules
Lookup, ticket creation and logging behaviour.
Roll out
Browser extension per agent.
Support
Monitored and maintained by us.
Common questions about the Freshdesk integration
Does it work with Freshservice?
Freshservice is a different product with a different API. It can be integrated, but it is scoped separately — tell us which you run.
Can calls create tickets?
Yes. A call with no open ticket can create one against the contact.
Still have questions? Talk to a local specialist — no call centre, no scripts. Contact us
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Caller ID from HubSpot contacts, calls logged as HubSpot call activities, click-to-dial — without paying for HubSpot calling minutes.
3CX + HubSpotSalesforce
Leads, contacts and accounts looked up as calls ring, calls logged as Salesforce tasks, click-to-dial from Lightning.
3CX + SalesforceZoho CRM
Contacts and leads matched from Zoho CRM, calls logged to the Calls module, click-to-dial — including Zoho One and Bigin.
3CX + Zoho CRMGet a quote
Ready to connect Freshdesk to 3CX?
Tell us which edition you run and what should happen when the phone rings. We will confirm whether it is a template, middleware or custom work, and quote it.
Prefer to talk?
1300 718 857Monday to Friday, 8:30am – 5:30pm ACST. 24/7 support for managed customers. Existing customer with a fault? Go to support.
- Written, itemised quote within one business day
- No obligation — we will say if you should stay put
- Titanium 3CX Partner, one of six in Australia