How to Integrate Your Freshservice Account with KrispCall?

Switching between your telephony tool and service desk platform can disrupt workflows and slow down ticket resolutions.

By integrating KrispCall with Freshservice, a leading employee service management platform, your IT and HR teams can manage calls, voicemails, and tickets in one place. The integration logs call activities, syncs contacts, and attaches recordings to tickets for complete interaction visibility.

In this guide, you’ll learn how to connect Freshservice with KrispCall and understand what benefits it provides to enhance your team’s service management experience.

Benefits of integrating Freshservice with KrispCall

Bringing KrispCall and Freshservice together changes the way businesses simplify support and manage IT assets. Let's look at some of its key benefits: 

1. Centralized employee support

Integrating KrispCall with Freshservice allows you to manage your calls, tickets, and employee requests within one platform. Every interaction, whether a call, voicemail, or update, connects to the relevant ticket.

This unified setup gives IT, HR, and Finance teams complete visibility into employee issues. It reduces context switching, improves tracking, and ensures no request goes unnoticed or unresolved.

2. Faster issue resolution

When employees call in with IT issues or service needs, KrispCall instantly logs those calls into Freshservice. IT agents can instantly access related tickets, making it easier to act on real-time updates.

This direct connection minimizes delays caused by manual updates or fragmented tools. Teams can act quickly, shortening resolution times and improving the overall service experience. 

3. Complete interaction history

Every inbound and outbound call is record and stored in Freshservice tickets. Important voicemails, call summaries, and follow-ups stay organized and accessible for future reference, giving agents full visibility into previous interactions with any employee or department.

With this history at hand, your team can maintain continuity across conversations, reduce repeated explanations, and provide more informed support on every call. It promotes transparency, builds consistency, and trust in internal service delivery.

4. Enhanced team productivity

The integration removes repetitive steps like manual call entry or contact syncing. IT agents or HR can focus on resolving requests instead of spending time on administrative tasks, which makes workflows simpler and more organized.

With KrispCall integrated into Freshservice, teams can handle higher ticket volumes efficiently while maintaining accuracy in their updates. This balance boosts productivity without increasing workload pressure.

5.  Data-driven service insights

The integration provides a complete view of how employees engage with your support teams across calls, messages, and tickets. This visibility helps you identify recurring issues or service gaps.

These insights help improve team performance, and with a clearer understanding of needs, teams can adjust priorities, enhance the quality of service, and ensure a more consistent internal support experience.

How to integrate your Freshservice account with KrispCall?

Follow these steps to connect your Freshservice account with KrispCall and start managing calls and tickets seamlessly:

Step 1: Log in to the KrispCall account and navigate to “Settings.”

Step 2: Under APP SETTINGS, click on “Integrations.”

Step 3: In the integration list, you’ll find different automation tools and CRMs. Search for “Freshservice” and click the “Connect” button below it.

Step 4: A pop-up window will appear asking for your Freshservice URL, Email, API Key, and Link Name.

Step 5: To retrieve all those necessary details, log in to Freshservice and enable API permission

Step 6: After that, navigate to Admin > Agent > Agent Profile > Permissions

Step 7: Now, go to your “Profile Settings” to find the API key on the right-hand side.

Step 8: For “Link Name,” copy only the subdomain part of your Freshservice URL. 

Example: If your Freshservice URL is 12345helpdesk.freshservice.com, enter 12345helpdesk as the Link Name.

Step 9: Copy your Email, API Key, and Link Name into the KrispCall pop-up window.

Step 10: Click “Connect Now.” Once the integration is successful, a confirmation message will appear, and Freshservice will be listed under your Active Integrations.

Manage member integration settings by the admin/owner

1. Ensure every member has an integrated Freshservice account.
2. The admins/owners can see which members have integrated Freshservice accounts and make changes to their integration settings as needed.
3. Members cannot view the integration settings of admins or owners.
4. Changes made by a member do not affect the admin/owner’s settings.
5. Admin/Owners settings changes also don’t affect any member’s settings.

Integration settings

After successful integration of Freshservice with KrispCall, users can enable, disable, edit, or delete integration settings.

1. Delete integration: Click the three-dot menu (...) next to Freshservice and select Delete. A confirmation pop-up will appear to confirm the action.

2. Edit integration: Click the three-dot menu (...) and select Edit. The edit option provides multiple settings that can be adjusted according to your workflow requirements.

General settings

The General Settings section contains three key toggle options, all of which are enabled by default:

• Create new contacts for calls: When enabled, new contacts created in KrispCall get synced to Freshservice. If disabled, new contacts will not be synced.
• Contacts 2-way sync: Enables two-way synchronization. Contacts created in Freshservice will sync to KrispCall and vice versa. This also performs an initial sync for existing contacts in either platform.
• Notes logging: Syncs notes created, edited, or deleted from calls or conversation boxes to Freshservice. Disabling this toggle prevents notes from being synced.

Workflow settings

The Workflow Settings allow you to control how calls, SMS, and voicemails are logged in Freshservice. By default, all options are set to Calls (Engagements). Users can adjust each option individually.

• Log outgoing answered calls as Call (Engagements)/Disabled: Enabling the settings as Call (Engagements) will sync the outgoing answered calls to the calls of Freshservice. Settings as Disabled will not sync the outgoing answered calls to Freshservice.
• Log outgoing unanswered calls as Call (Engagements)/Disabled: Enabling the settings as Call (Engagements) will sync the outgoing unanswered calls to the calls of Freshservice. Settings as Disabled will not sync the outgoing unanswered calls to Freshservice.
• Log incoming answered calls as Call (Engagements)/Disabled: Enabling the settings as Call (Engagements) will sync the incoming answered calls to the calls of Freshservice. Settings as Disabled will not sync the incoming answered calls to Freshservice.
• Log incoming unanswered calls as Call (Engagements)/Disabled: Enabling the settings as Call (Engagements) will sync the incoming unanswered calls to the calls of Freshservice. Settings as Disabled will not sync the incoming unanswered calls to Freshservice.
• Log voicemail as Call (Engagements)/Disabled: Enabling the settings as Call (Engagements) will sync the voicemail log to the voicemail log of Freshservice. Setting as Disabled, the voicemail log will not be synced to Freshservice.
• Log outgoing SMS as Notes/Disabled: Enabling the setting as Notes will sync the outgoing SMS to Notes of Freshservice. Disabling it will not sync to Freshservice.
• Log outgoing SMS as Notes/Disabled: Enabling the setting as Notes will sync the outgoing SMS to Notes of Freshservice. Disabling it will not sync to Freshservice.

Connected Number

The Connected Numbers setting ensures call and SMS logs are tied to the correct phone numbers. 

• Log phone calls for these phone numbers: By default, all numbers available in the channel at integration are selected. New numbers purchased after integration must be added manually. 
• Log sms for these phone numbers: By default, the list of numbers available in the channel will be selected at the time of integration. This setting is used to ensure the log of sms for the selected numbers is synced at Freshservice.

If the user purchases the number after integration, then they need to add the number manually to the connected numbers.

Note: If there are no selected numbers, then the call logs/SMS will not be synced in Freshservice.

Updated on: 16/10/2025