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Connect and configure Freshdesk with GoTo Connect

Integrate GoTo Connect with Freshdesk to share messages, call logs, voicemail transcriptions, contacts, and inbox history from GoTo Connect to Freshdesk.

Important: A Super Admin must purchase the integrations bundle from your sales rep before setting up the integration using the steps below. Customer Engagement accounts have the integration bundle already included.
The following browsers are best for the sync. All major browsers are supported when third-party cookies are enabled, though some browsers disable third-party cookies by default.
  • Google Chrome
  • Apple Safari
  • Microsoft Edge
  • Mozilla Firefox when third-party cookies are enabled.

Connect Freshdesk to GoTo Connect for the first time
Before you begin:
  • You must be assigned the Super Admin role to perform this task.
  • You must be assigned as an admin on your organization’s Freshdesk account to perform this task.
  1. Sign in to GoTo Admin.
  2. Select Home from the left navigation menu, select Integrations and then select Enable integrations.
  3. Select Freshdesk.
  4. Enter your Freshdesk API key and Helpdesk name.
  5. Select Connect.

    Result: Your Freshdesk account is now connected to GoTo Connect.

  6. Optional: To add a second instance of Freshdesk, select Add new account from the top right and enter the above information again. All settings are unique to the connection that it was set up in.

Enable workflows
Before you begin: You must be assigned the Admin role to perform this task.
  1. Sign in to GoTo Admin.
  2. Select Home from the left navigation menu and then select Integrations.
  3. Select Freshdesk.
  4. From the Workflows tab, enable any of the following workflows.
    • Messaging History: When enabled, notes are created for each contact containing all messages sent and received that day.
    • Call Log: When enabled, phone call records will be created for incoming or outgoing calls and associated with a contact. Call logs will be created when there is a contact match and the call will be assigned to that matching contact.
      • Filter Call Logs by User Groups: When enabled (enable the toggle, choose a user group from Search, and then select Add), only call data from GoTo users within the chosen user group(s) that were assigned to a call will be collected in your call logs. If Filter Call Logs by User Groups is enabled but no user groups have been added, the call log will be empty. Missed calls will not be recorded in the call logs.
      Note: If your account is subscribed to AI features and Call Log with AI is enabled, then topics, flags, sentiment analysis, and summaries will be added as well.
    • Voicemail Transcript: When enabled, voicemails that a Freshdesk contact leaves on your GoTo Connect number will be transcribed and added as a note to the contact in Freshdesk. Only voicemail boxes that have voicemail transcription enabled by an admin will receive voicemail transcriptions.
      Note: Voicemail transcriptions will not be saved to Freshdesk if the voicemail was deleted before the transcription was created.
    • Contact Sync: When enabled, contacts from Freshdesk will be imported into GoTo Connect.
    • Inbox history: When enabled, notes are created for each contact containing all closed shared inbox conversations through SMS and WhatsApp.
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