Freshservice + Twilio Integration

Integrate Freshservice to Twilio in one click, or tell Integrately AI how you want each ticket handled. Notify agents, send text messages, update customer details, and trigger follow-ups automatically.

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1.
  • Freshservice
    Ticket is created in Freshservice
  • Freshservice
    Ticket is updated in Freshservice
  • Freshservice
    Requester is created in Freshservice
  • Freshservice
    Requester is updated in Freshservice
  • 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.
  • Freshservice
    Create ticket in Freshservice
  • Freshservice
    Create requester in Freshservice
  • Freshservice
    Get requester by ID in Freshservice
  • Freshservice
    Get agent by ID in Freshservice
  • Freshservice
    Get group by ID in Freshservice
  • 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 Freshservice + Twilio Integration

Send text messages for new tickets, update contact records, log support activity, alert your team, and trigger follow-ups, all in just one click.

Most popular automationmost-popular-automations
Freshservice + Twilio Integration

Send Twilio sms for new Freshservice ticket

It's easy to stay on top of your support tickets with automatic notifications using this Freshservice - Twilio integration. Whenever a new ticket is created in Freshservice, 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 Freshservice tickets today - your customers will appreciate it!
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Connect more apps to your Freshservice + Twilio flow

Teams often want to log support tickets in spreadsheets, notify teams on chat, and create tasks for follow-up work after communications go out. Pick a combination and activate it in one click.

Freshservice
Twilio
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SlackSlack (8)
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Jira Software CloudJira Software Cloud (8)
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HubSpotHubSpot (8)
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Google SheetsGoogle Sheets (8)
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Google DriveGoogle Drive (8)
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Microsoft OutlookMicrosoft Outlook (8)
F
T
S
Send a Twilio SMS when a Freshservice ticket is created, and notify your support team instantly in Slack.
New support tickets trigger an instant text via Twilio and an update in Slack so your team stays informed immediately.
F
T
S
Send a welcome message via Twilio when a new Freshservice requester is added, and announce it in Slack.
New Freshservice requesters receive a greeting via Twilio while Slack alerts your team about the new profile.
F
T
S
When a Freshservice ticket is updated, send a status update via Twilio and post the change in Slack.
Ticket modifications trigger a status text via Twilio and an update post in Slack.
F
T
S
Retrieve the Freshservice group details when a ticket is created, send a Twilio SMS, and alert the team in Slack.
Group assignments in Freshservice trigger a Twilio text and a Slack team alert.
F
T
S
If a Freshservice ticket priority is high, send an urgent Twilio SMS and post a priority alert in Slack.
High-priority tickets trigger urgent Twilio notifications and highlighted Slack alerts.
F
T
S
When a Freshservice requester is updated, send a confirmation via Twilio and notify your support channel in Slack.
Requester profile updates trigger a confirmation text via Twilio and a Slack channel update.
F
T
S
Use ChatGPT to summarise new Freshservice tickets, send the summary via Twilio, and post the brief in Slack.
AI summarises support tickets so concise briefs can be sent via Twilio and posted in Slack.
F
T
S
G
Create a Freshservice ticket, send a Twilio SMS, post in Slack, and log the details in Google Sheets.
A four-step pipeline logs Freshservice tickets, texts via Twilio, alerts Slack, and saves data in Google Sheets.

Supported triggers and actions for Freshservice and Twilio

Mix and match to build the exact automation you need

Freshservice
Freshservice Triggers & Actions
Ticket is created in Freshservice
Triggers the automation when a new ticket is created
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Ticket is updated in Freshservice
Triggers the automation when a ticket is modified
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Requester is created in Freshservice
Triggers the automation when a new requester is created
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Requester is updated in Freshservice
Triggers the automation when a requester is updated
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Create ticket in Freshservice
Generates a new ticket
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Create requester in Freshservice
Generates new requester profiles with particular parameters
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Get requester by ID in Freshservice
Retrieves a requester's information using their unique id
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Get agent by ID in Freshservice
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Get group by ID in Freshservice
Retrieves a group by its id
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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 Freshservice + Twilio?

Streamline your IT support communications by connecting helpdesk tickets to automated text messaging workflows.

What you can automate?
🚀
Send SMS alerts for every new helpdesk ticket
Trigger automated text messages via Twilio the moment a ticket is created in Freshservice. Ensure clients and agents receive instant notifications without manual sending.
📝
Capture every submitted support field
Map complete ticket details and requester information into your communication flows instead of basic notifications. Your messaging becomes much more informative for recipients.
🔔
Alert the right person as soon as tickets arrive
Dispatch SMS alerts to specific agents or client phone numbers instantly upon ticket logging. Remove manual routing delays and accelerate support response times.
🔀
Route communications based on ticket priority
Send urgent SMS notifications for high-priority tickets while routing standard requests through regular channels. Tailor your communication flow to match ticket severity.
🔄
Keep message records updated as tickets change
Synchronize status updates between Freshservice and Twilio automatically whenever ticket details are modified. Ensure all outgoing communications reflect current ticket states.
👤
Create requester profiles without duplicates
Manage requester records efficiently by checking existing profiles before triggering new Twilio communications. Prevent redundant messages and keep data clean.
🏁
Handle later status changes and ticket closures
Trigger completion texts or resolution summaries automatically when a Freshservice ticket is closed. Keep clients informed throughout the entire support lifecycle.
🔗
Extend your workflow to team chat apps
Connect Freshservice and Twilio to Slack to notify your internal team whenever automated customer texts go out. Combine external messaging with internal collaboration.
And much more...

Who is Freshservice + Twilio integration for?

IT support teams and operations managers need instant communication channels, but manual status updates leave stakeholders waiting hours for critical ticket notifications.

IT Support Analysts
IT Support Analysts
Incident Response Teams
Incident Response Teams
Support Managers
Support Managers
Helpdesk Coordinators
Helpdesk Coordinators
Service Desk Agents
Service Desk Agents
Operations Auditors
Operations Auditors
📈
IT Support Analysts
You're tracking helpdesk activity across multiple queues, but your reporting sheet only updates when someone manually exports ticket data, so the resolution metrics you're reviewing are always a few hours behind — this integration means every new ticket record syncs instantly and your data stays current.
⚡
Incident Response Teams
You need to act fast on critical IT failures, but finding out about priority tickets too late delays your triage process and extends downtime — automating both apps means high-priority alerts reach your mobile devices the moment an incident is logged.
📋
Support Managers
You answer to stakeholders who want to see active ticket progress, but compiling manual status reports takes hours away from team leadership — connecting these apps means automated texts and log updates keep everyone informed without manual effort.
🔄
Helpdesk Coordinators
The volume of inbound support requests is too high for anyone to keep up by hand, leading to missed client notifications and frustrated users — integrating these apps means every ticket creation triggers immediate automated text messaging.
👥
Service Desk Agents
You own the next troubleshooting step and depend on someone upstream to hand over ticket details, but manual handoffs cause communication gaps — with this integration, complete request details arrive in your hands instantly.
🗂️
Operations Auditors
You need a reliable communication history for compliance reviews, but keep finding gaps where manual text notifications were forgotten — automating both apps means every interaction is logged and transmitted without exception.
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Why choose Integrately to automate Freshservice + Twilio

Build and manage your Freshservice + 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 Freshservice + Twilio with email, CRM, messaging, finance, support, and other tools whenever your process needs another step.
20M+ Ready Automations
20M+ Ready Automations
Start with 20 million+ proven automation templates instead of building everything from scratch. Pick the closest flow, connect your accounts, and automate in minutes.
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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How Integrately Works?

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Frequently Asked Questions

How do I connect Freshservice to Twilio?
Frequently Asked Questions
You can connect Freshservice to Twilio using 1-click automations on Integrately. Pick a ready-made template or ask Integrately AI to build the integration and map the fields across your support apps.
Can I send an SMS via Twilio automatically when a Freshservice ticket is created?
Frequently Asked Questions
Can I connect Freshservice, Twilio, and Slack?
Frequently Asked Questions
What is a good Zapier alternative for Freshservice and Twilio?
Frequently Asked Questions
How does Freshservice handle ticket data during automation?
Frequently Asked Questions
Can Twilio trigger actions based on message and call statuses?
Frequently Asked Questions
Do I need coding skills to automate Freshservice and Twilio?
Frequently Asked Questions
Is the Freshservice and Twilio integration free?
Frequently Asked Questions
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