Guided setup.
Our team connects it with you, usually within 1-2 business days. Connect opens a short form: what you want it to do, the
best time to reach you, and who your Freshdesk admin is. We schedule the setup with you, test it
on your account, and then turn it on for callers.
Setup steps
- Choose Connect. A short guided-setup form opens, and our team takes it from there.
- Tell us which events should open tickets, and the group or type they should get.
- On a short call we build the Zap with you, signed in to your own Zapier and Freshdesk accounts.
- We leave a test voicemail, check the ticket, and confirm on your ticket with us.
What the AI can do
- Nothing changes on the call: Freshdesk gets the details after the call or voicemail.
- Each ticket carries the caller's number, the time and, for voicemail, the transcript.
What it can't do, and limits
- Guided setup: our team connects it with you and tests it on your account before callers rely on it.
- We connect Freshdesk through Zapier, using the same signed events as our webhooks. Your Zapier plan's task limits apply.
- Tickets are created after the call; Freshdesk doesn't show the caller while the phone rings with this setup.
Troubleshooting
Will the caller get an email from Freshdesk?
Only if your Freshdesk automations email new requesters. We can create the ticket so they don't.
Does it work on the Phone package?
Yes. Tickets only need our call events, which every package has.
Disconnecting, and the data we keep
An owner or admin can disconnect at any time from Phone, then Connectors, in the app. Disconnecting stops TimberSwitch using Freshdesk straight away.
- The Zapier subscription that feeds Freshdesk, stored like any webhook.
- A delivery log for each event: time, event type and response code.
- Turning the Zap off stops new tickets straight away.
Still stuck?
Get help: it opens an Integration support ticket. Include the time of the call and what you expected to happen.
Freshworks Inc. is a trademark of its owner; TimberSwitch is not affiliated.