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The Freshdesk integration lets your OpenMic agents create support tickets from live calls, automatically capturing caller details and issue descriptions.

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Prerequisites

  1. An active Freshdesk account.
  2. An OpenMic account with at least one agent created.
  3. Access to the OpenMic Dashboard.

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Step 1: Connect Your Freshdesk Account

  1. Go to Integrations in your OpenMic Dashboard.
  2. Locate the Freshdesk card.
  3. Click Connect Freshdesk.
  4. Enter your Freshdesk credentials and approve access.

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Step 2: Add Freshdesk Tools to an Agent

  1. Navigate to Dashboard → Simple Agents.
  2. Select or create an agent.
  3. Open the Custom Functions tab.
  4. Click Add Function and select:
    • Freshdesk Ticket Create — Create a new support ticket
Configuration options:
  • Add caller phone and email to the ticket description — Automatically includes contact details (enabled by default)
  • Ask for best phone before creating a ticket — Prompts the caller for their preferred phone number
  • Ask caller for their name before creating a ticket — Collects the caller’s name (if disabled, the caller’s phone number is used as the contact name)

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Step 3: Configure Your System Prompt

You are a support agent for [Your Company Name]. You help callers with their issues and create tickets in Freshdesk.

Today's date and time is {{now.est}}.

Your Approach:
Listen to the caller's issue carefully. Collect their name and email if needed. Once you understand the problem, create a support ticket with `create_freshdesk_ticket` including a clear description of the issue.

Key Rules:
- Get a clear understanding of the issue before creating the ticket
- Include enough detail in the ticket for the support team to act on it
- Confirm with the caller that you've captured their issue correctly
Always include today’s date in your system prompt when your agent handles time-sensitive information. See Dynamic Variables for all timezone options.

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Available Tools

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Freshdesk Ticket Create

Create a new support ticket in Freshdesk. Collected from caller: Issue description, subject, and optionally name, email, and phone number (based on configuration).