Seth can create a Freshdesk ticket for your phone calls. Your customers call, Seth handles the conversation, and the calls that need your team land in Freshdesk with a summary, the full transcript and a link to the call in Ringly.

Freshdesk is in beta. If something doesn't work the way this article says, message us from the chat in Ringly and we'll fix it.

You're a Shopify brand that uses Freshdesk for customer support, and you want phone calls in the same place as your email and chat tickets.

If something is wrong, the popup says what, for example We couldn't find that Freshdesk account or That API key didn't work. Nothing is saved until both are right.

The key belongs to that agent, and Seth creates tickets as that agent. Use the key of an agent who can create tickets and contacts. Your own admin key works. A separate agent just for Seth is also fine, but in Freshdesk that agent is a paid seat.

By default, only calls that need a person get a ticket: a caller asked for a person, or asked to cancel an order. Seth creates these as open tickets.

On the Freshdesk row of the Integrations tab, you can turn on Create a ticket for every call. Then the calls Seth resolved arrive too, as closed tickets, so they don't fill your queue. Escalations and cancellations still arrive open.

This setting belongs to the Freshdesk account, so it applies to every Seth that sends tickets there.

A call that needs your team. The ticket is open. The subject reads Phone call follow-up - followed by the caller's number. For a cancellation it reads Cancellation request - order followed by the order number. The first message is a short summary that is safe for the shopper to read. Below it, a private note for your team holds the full details: the summary, the caller's number, the call time, the transcript and a link to the call in Ringly.

A call Seth resolved (only with Create a ticket for every call on). A closed ticket with the details in the ticket itself. Seth files it under a contact with no email address, named after the caller, so Freshdesk has nobody to email.

Freshdesk shows the channel of every ticket as Phone.

For open tickets, Freshdesk's own Ticket Received email may go to your customer, the same as for any new ticket in Freshdesk. It follows your own Freshdesk notification settings. Closed tickets never email the customer.

If you don't want customers to get the Ticket Received email, you have two options:

Seth stops creating tickets in Freshdesk right away. Tickets already in Freshdesk stay there.

If the agent resets their API key, or the key stops working, the Freshdesk row on the Integrations tab shows Reconnect, and the owner of the Ringly account gets an email. Until you reconnect, calls that need a person go to your email instead of Freshdesk. Click Reconnect, paste the new key and click Connect. Your address is already filled in.

You can connect more than one help desk, for example Freshdesk and Zendesk or Gorgias. Connecting one never disconnects another.

Each Seth sends its tickets to one help desk at a time. To switch, click Send this Seth's tickets here on the help desk you want. If you have more than one Seth, each one picks its own.

Running several brands, each with its own Seth? They can all send tickets to the same Freshdesk account, and you only connect Freshdesk once.

The Create a ticket for every call setting belongs to the Freshdesk account, so it applies to every Seth that sends tickets there.

Every ticket also gets a tag with your store name, which is the company name set on that Seth. Freshdesk tags can't contain commas or emoji, and they can be 32 characters at most. So Seth drops commas and emoji from the name and cuts it to 32 characters. Tickets from your Wild West Hardware Seth carry the tag Wild West Hardware.

The Freshdesk row on the Integrations tab shows the exact tag for this Seth. Click the copy icon next to it to copy it.

Seth saves the tag with its first ticket. If you rename your store after that, the tag stays the same, so your rules keep working. Want a new tag? Send us a message.

In Freshdesk, create a ticket creation automation rule with the condition Tags set to your store tag. Then add an action, for example assign the ticket to a group, to give each store its own queue.

If one of your brands has its own Freshdesk account, you can connect both. Each Seth picks the account that gets its tickets.

That Seth's tickets now go to the new account. Your other Seths keep sending tickets where they did.

Does this cost extra?
No, the Freshdesk integration is included in Ringly. You need your own paid Freshdesk plan (Growth, Pro or Enterprise). Tickets Seth creates don't cost extra in Freshdesk: it charges per agent and has no ticket limit.

Does Seth read or change my existing tickets?
No. It works one way: Seth creates new tickets for its own calls. It can't read, edit, close or reply to your team's tickets, and replies don't sync back to Ringly.

Does Seth change anything else in my Freshdesk?
No. Ringly doesn't create agents, rules or fields in your Freshdesk.

Will I still get escalation emails?
Once Freshdesk is connected, escalations arrive as Freshdesk tickets instead of emails. If a ticket can't be created, for example because Freshdesk is down or the key was revoked, Seth sends the escalation email to your support address instead, so no call that needs your team gets lost.

Ringly says it can't connect.
Read the message in the popup. We couldn't find that Freshdesk account or That isn't a Freshdesk address: type the address you sign in to Freshdesk with, like yourstore, not a custom support domain. That API key didn't work: copy it again from Profile settings, View API key. Freshdesk didn't accept this key: the key is right, but the account is suspended, on the Free plan (no API), or the agent can't create tickets and contacts.

Calls aren't showing up as tickets.
Check that the Freshdesk row on the Integrations tab doesn't show Reconnect. By default only calls that need a person get a ticket, so turn on Create a ticket for every call if you want every call. To test, call your Seth number from a phone. If tickets still don't show up, disconnect Freshdesk, connect it again and let us know.

My customer got a "Ticket Received" email.
That email comes from Freshdesk, not from Ringly, and it can go out for open tickets. To stop it, see the section on customer emails above.

Ringly shows Reconnect.
The agent's API key was reset or revoked. Get the new key from Profile settings, View API key, click Reconnect and paste it.