Freshdesk AI voice agent integration.
Phone conversations that end up as tickets.

Calls become tickets

When a support call ends, use the webhook's outcome, captured fields such as order number, and transcript to create a Freshdesk ticket.

Notes on open tickets

Callbacks about an existing ticket can add a note and change its status, based on what the customer said.

Ticket events start calls

A Freshdesk automation that triggers a webhook, or a Zapier or Make step, can ask Kallix to call a customer when a ticket is resolved or waiting on them.

A person when it's needed

If the caller asks for a person or the issue needs one, the agent transfers the call to your support team.

• Answer support callsHandle order status, policies and common questions from your knowledge base, and log every call to Freshdesk.Use case
• Feedback after resolutionCall customers once a ticket closes, ask for a score and a reason, and flag low scores for a manager.Use case
• Replace press-1 menusLet callers say what they need in their own words, then answer, route or raise a ticket.Use case

1. 1

   Build the agent and its knowledge

   Create a support agent in the studio and build its knowledge base from your help centre URL or your policy documents. Test it from the browser.

2. 2

   Route your support number

   Point a Kallix number at the agent so it answers support calls, with transfer rules for when a person should take over.

3. 3

   Create tickets from calls

   Send Kallix's call webhooks to Zapier, Make or your server, and create or update the Freshdesk ticket from there. Press the test button first.

4. 4

   Start calls from Freshdesk

   Optionally, add a Freshdesk automation or a Zapier or Make step that puts customers into a Kallix campaign through the API.

Building something custom? Read about webhooks and the REST API.

• Zendesk
• SeServiceNow