Connect and configure Freshservice with GoTo Connect

Integrate GoTo Connect with Freshservice to share message history and call logs from GoTo Connect to Freshservice.

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.

Connect Freshservice 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 Freshservice account to perform this task.

Sign in to GoTo Admin.
Select Home from the left navigation menu, and then select Integrations > Enable integrations.
Select Freshservice.
Enter your Freshservice account Helpdesk and API Key.
Select Connect.
Result: Your Freshservice account is now connected to GoTo Connect.

Enable workflows

Before you begin: You must be assigned the Admin role to perform this task.

Sign in to GoTo Admin.
Select Home from the left navigation menu and then select Integrations.
Select Freshservice.
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.
  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.
- Contact Sync: When enabled, contacts from Freshservice will be imported into GoTo Connect.
- Voicemail Transcript: When enabled, voicemails that a Freshservice contact leaves on your GoTo Connect number will be transcribed and added as a note to the contact in Freshservice. Only voicemail boxes that have voicemail transcription enabled by an admin will receive voicemail transcriptions.
  Note: Voicemail transcriptions will not be saved to Freshservice if the voicemail was deleted before the transcription was created.

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