Freshdesk + Twilio Integration

Integrate Freshdesk to Twilio in one click, or tell Integrately AI how you want each ticket handled. Trigger SMS alerts, log call records, update support workflows, and notify your team automatically.

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1.
  • Freshdesk
    Ticket is updated in Freshdesk
  • Freshdesk
    Ticket note is created in Freshdesk
  • Freshdesk
    Ticket is created in Freshdesk
  • Twilio
    Message is received in Twilio Instant
  • Twilio
    SMS is received/sent in Twilio
  • Twilio
    Recording is available in Twilio
  • Twilio
    Call status is changed in Twilio
  • Twilio
    Call is finished in Twilio
  • Twilio
    Phone number is added in Twilio
  • Twilio
    Transcription is available in Twilio
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2.
  • Freshdesk
    Get ticket time entries by Id in Freshdesk
  • Freshdesk
    Search ticket in Freshdesk
  • Freshdesk
    Create Ticket in Freshdesk
  • Freshdesk
    Add Notes to a Ticket in Freshdesk
  • Freshdesk
    Update ticket in Freshdesk
  • Freshdesk
    Get ticket by Id in Freshdesk
  • Freshdesk
    Create Contact in Freshdesk
  • Freshdesk
    Update contact in Freshdesk
  • Freshdesk
    Create Company in Freshdesk
  • Freshdesk
    Search company in Freshdesk
  • Freshdesk
    Search contact in Freshdesk
  • Freshdesk
    Create Forum in Freshdesk
  • Freshdesk
    Create Forum Category in Freshdesk
  • Freshdesk
    Get group by Id in Freshdesk
  • Freshdesk
    Get agent by Id in Freshdesk
  • Freshdesk
    Create a forum topic in Freshdesk
  • Twilio
    Get message media by id in Twilio
  • Twilio
    Get message medias in Twilio
  • Twilio
    Send WhatsApp template message in Twilio
  • Twilio
    Send SMS in Twilio
  • Twilio
    Send WhatsApp message in Twilio
  • Twilio
    Call phone in Twilio
  • Twilio
    Get call details by id in Twilio

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Ready Workflows Ready Workflows for Freshdesk + Twilio Integration

Send customer notifications, route support updates, trigger instant SMS alerts, and keep records synced, all in just one click.

Most popular automationmost-popular-automations
Freshdesk + Twilio Integration

Send Twilio sms for new Freshdesk ticket

It's easy to stay on top of your support tickets with automatic notifications using this Freshdesk - Twilio integration. Whenever a new ticket is created in Freshdesk, you will immediately receive a sms in Twilio notifying you. This way, you can jump on the issue right away and provide the support your customers need.

Plus, since the sms includes the ticket number, you can quickly and easily access all the pertinent information. So go ahead and set up automatic Twilio smss for new Freshdesk tickets today - your customers will appreciate it!
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Connect more apps to your Freshdesk + Twilio flow

Route support updates to your team channels, log interactions in your CRM, and sync customer data across your entire tech stack. Pick a combination and activate it in one click.

Freshdesk
Twilio
+
SlackSlack (5)
+
SalesforceSalesforce (5)
+
Jira Software CloudJira Software Cloud (5)
+
Google WorkspaceGoogle Workspace (5)
+
ZoomZoom (5)
+
MailchimpMailchimp (5)
F
T
S
When a new Freshdesk ticket is created, send a Twilio SMS and post a notification in Slack
New support tickets instantly trigger a Twilio SMS notification while alerting your support channel in Slack, keeping your entire team aligned.
T
F
S
When a Twilio call is finished, update the matching Freshdesk ticket and announce it in Slack
Call records from Twilio automatically update your Freshdesk tickets and notify your support team in Slack without manual data entry.
F
T
S
If a Freshdesk ticket note is created, send a Twilio WhatsApp message and alert your team in Slack
Internal ticket notes in Freshdesk trigger automated Twilio WhatsApp messages and team updates in Slack instantly.
F
T
S
Use ChatGPT to summarise every new Freshdesk ticket, send a Twilio SMS update, and notify Slack
AI summarises new Freshdesk tickets before sending a Twilio SMS alert and posting the brief to your Slack channel.
T
F
S
When a Twilio transcription is available, update the Freshdesk ticket and create a follow-up task in Slack
Voice transcriptions from Twilio enrich your Freshdesk tickets and trigger team task alerts in Slack.

Supported triggers and actions for Freshdesk and Twilio

Mix and match to build the exact automation you need

Freshdesk
Freshdesk Triggers & Actions
Ticket is updated in Freshdesk
Triggers the automation when a ticket is modified
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Ticket note is created in Freshdesk
Triggers the automation when a new note is added to any ticket
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Ticket is created in Freshdesk
Triggers the automation when a new ticket is created
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Get ticket time entries by Id in Freshdesk
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Search ticket in Freshdesk
Finds and retrieves ticket information
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Create Ticket in Freshdesk
Generates a new ticket
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Add Notes to a Ticket in Freshdesk
Adds notes to a ticket for streamlined communication and record keeping
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Update ticket in Freshdesk
Updates ticket information
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Get ticket by Id in Freshdesk
Retrieves a ticket by its id
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Create Contact in Freshdesk
Adds a new contact to the database
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Update contact in Freshdesk
Updates contact information with new details
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Create Company in Freshdesk
Generates a new company profile with given details
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Search company in Freshdesk
Finds information about a company
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Search contact in Freshdesk
Finds and retrieves contact information
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Create Forum in Freshdesk
Creates a new forum
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Create Forum Category in Freshdesk
Creates a new category within a forum
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Get group by Id in Freshdesk
Retrieves the group information based on the provided group id
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Get agent by Id in Freshdesk
Retrieves agent information based on id
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Create a forum topic in Freshdesk
Creates a new topic within a forum category
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Twilio
Twilio Triggers & Actions
Instant
Message is received in Twilio
Triggers the automation when a new message (SMS/MMS) is received
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SMS is received/sent in Twilio
Triggers the automation when a new text message is received/sent
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Recording is available in Twilio
Triggers the automation when a recording is available
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Call status is changed in Twilio
Triggers the automation when call details are modified
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Call is finished in Twilio
Triggers the automation when a call is finished
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Phone number is added in Twilio
Triggers the automation when a phone number is added
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Transcription is available in Twilio
Triggers the automation when a transcription is available
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Get message media by id in Twilio
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Get message medias in Twilio
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Send WhatsApp template message in Twilio
Sends a message using a predefined template on WhatsApp
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Send SMS in Twilio
Sends a text message to particular recipients
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Send WhatsApp message in Twilio
Sends a message via whatsapp
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Call phone in Twilio
Initiates a phone call to a phone number
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Get call details by id in Twilio
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What can you automate with Freshdesk + Twilio?

Streamline customer communication, synchronize support records, and eliminate manual data entry between Freshdesk and Twilio.

What you can automate?
📨
Send SMS alerts for new support tickets
Automatically dispatch a Twilio SMS message to customers or team members the moment a new ticket is created in Freshdesk. Eliminate manual notification delays entirely.
📝
Capture every ticket note and field detail
Map complete Freshdesk ticket attributes, internal notes, and custom fields directly into your Twilio communication workflows and connected databases.
🔔
Notify the right team member instantly
Trigger instant team alerts in Slack or via SMS whenever high-priority support tickets or customer messages arrive in Freshdesk and Twilio.
🔀
Route communications based on ticket priority
Send urgent tickets through priority Twilio SMS channels while standard enquiries follow routine messaging paths, ensuring efficient resource allocation.
🔄
Keep support tickets updated in real time
Automatically update Freshdesk ticket statuses, add notes, and log interactions whenever Twilio calls finish or SMS responses are received.
🔍
Search and update existing contacts without duplicates
Automatically search for existing contacts and companies in Freshdesk before creating new records, keeping your support database clean and organized.
📞
Log call recordings and transcriptions automatically
Capture Twilio call recordings, call durations, and voice transcriptions directly inside your corresponding Freshdesk support tickets for complete history.
🚀
Extend your workflow to Slack and CRMs
Connect your Freshdesk and Twilio automation flow with Slack, Salesforce, or Google Sheets to build powerful multi-app support pipelines.
And much more...

Who is Freshdesk + Twilio integration for?

Support teams, operations managers, and customer success leaders rely on seamless communication between Freshdesk tickets and Twilio messages to keep customers informed and resolve issues faster.

Support Operations Managers
Support Operations Managers
Customer Support Leads
Customer Support Leads
Client Success Executives
Client Success Executives
High-Volume Support Teams
High-Volume Support Teams
Technical Escalation Specialists
Technical Escalation Specialists
Quality Assurance Auditors
Quality Assurance Auditors
📈
Support Operations Managers
You're overseeing customer response metrics but your reports only update when someone manually exports ticket logs, so the resolution times you're reviewing are always a few hours behind — with this integration, every new ticket lands in your tracking sheets instantly and your data stays current.
⚡
Customer Support Leads
You manage urgent inbound issues that require immediate phone or SMS dispatch, but manual coordination causes costly delays in team response times — automating both apps means every high-priority ticket triggers instant Twilio communications and your team acts without delay.
🤝
Client Success Executives
You answer to key accounts who expect real-time updates on their support requests, but manual status checks leave clients waiting for answers — connecting these apps means every ticket update automatically dispatches a Twilio SMS alert so clients always know their issue status.
📊
High-Volume Support Teams
You handle hundreds of daily customer queries across multiple channels, but manual data entry between your helpdesk and communication tools creates severe bottlenecks — this integration means every support ticket syncs with Twilio messaging instantly and your workflow runs smoothly.
🔄
Technical Escalation Specialists
You depend on frontline support agents to hand over complete customer details before you can investigate bugs, but incomplete ticket notes stall your troubleshooting — automating both apps means structured ticket data and Twilio call records reach your queue instantly.
🗂️
Quality Assurance Auditors
You need a reliable audit trail of all customer communications for compliance reviews, but fragmented logs leave frustrating gaps in your history — connecting these apps means every Freshdesk ticket and Twilio call record is archived reliably.
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Why choose Integrately to automate Freshdesk + Twilio

Build and manage your Freshdesk + Twilio automations with ready-made flows, AI assistance, 24x5 reliable human support, and enterprise-grade security.

1,500+ apps connected
1,500+ apps connected
Connect Freshdesk + Twilio with email, CRM, messaging, finance, support, and other tools whenever your process needs another step.
20M+ Ready Automations
20M+ Ready Automations
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AI that builds your automations
AI that builds your automations
Describe your workflow in plain English. Integrately AI builds it, maps fields, adds conditions, and even lets you edit it through chat.
24x5 Live Chat Support
24x5 Live Chat Support
Chat with a real person and get reply within 2-5 minutes. No bots, no tickets, no waiting — just real help, right when you need it.
Free done-for-you setup
Free done-for-you setup
Tell our team what you need and we will help set up the automation in your account at no extra cost on any plan.
Secure by design
Secure by design
SOC 2 Type II and ISO 27001:2022 certified, with GDPR-compliant data practices. Your data and credentials are handled using recognised security and privacy standards.
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Frequently Asked Questions

How do I connect Freshdesk to Twilio?
Frequently Asked Questions
You can connect Freshdesk to Twilio instantly using ready-made templates or ask Integrately AI to build your automation in one click alongside apps like Slack and Salesforce.
Can I automatically send a Twilio SMS when a new Freshdesk ticket is created?
Frequently Asked Questions
Can I connect Freshdesk, Twilio, and Slack?
Frequently Asked Questions
What is a good Zapier alternative for Freshdesk and Twilio?
Frequently Asked Questions
How does Freshdesk handle ticket updates in this integration?
Frequently Asked Questions
How are Twilio call recordings and messages handled?
Frequently Asked Questions
Do I need coding skills to automate Freshdesk and Twilio?
Frequently Asked Questions
Is the Freshdesk and Twilio integration free?
Frequently Asked Questions
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