How do I integrate MyOperator with Freshdesk and manage the Freshdesk API key safely?

How do I integrate MyOperator with Freshdesk and manage the Freshdesk API key safely?

⚡ Quick answer -

The integration pushes every incoming or outgoing MyOperator call into Freshdesk as a ticket—complete with caller details, agent information, and a recording link—then auto-assigns it to the matching agent (via email match).To set it up, you need:

  1. Your MyOperator Company ID and an After-Call webhook (POST JSON).
  2. Freshdesk domain and API key (found in Profile → Settings).
  3. Matching agent e-mails in both tools.
  4. One-time user sync, then test: answered call → assigned to agent; missed call → unassigned or fallback.

When should I use this guide?

Use it to automatically track calls in Freshdesk, eliminate manual ticket creation, or rotate an API key without breaking the MyOperator connection.

What this integration does

• Automatic ticket creation (inbound): Every incoming call via MyOperator becomes a ticket automatically.

• Click-to-call (outbound): Call buttons in Freshdesk dial via MyOperator; outcome & recording log back to the ticket.

• Agent/team assignment: Ticket routes to the right agent/group; fallback if no match.

• Detailed call logs: Activity shows status, start/end time, duration, department, and recording URL.

Prerequisite checklist

Item

Where to find it

Required?

MyOperator Company ID

MyOperator → Manage → API

Yes

Freshdesk domain

Browser URL

Yes

Freshdesk API key

Profile → Settings → API

Yes

After-Call webhook ON

MyOperator → API & Webhook → Calling Webhooks

Yes

Matching agent e-mails

Freshdesk Agents ↔ MyOperator Users

Yes

Find & secure your Freshdesk API key

Mint UI (most accounts)

  1. Sign in: https://<yourdomain>.freshdesk.com

Alt text: Login to the Freshdesk CRM using superadmin access

  1. Click your avatar (top-right) → Profile Settings.

Alt text: Click on the profile icon at the top right side of the screen and select Profile settings option from drop down

  1. In “Your API Key” panel, click Show → Copy. 

Alt text: Click on the View API option on the screen as shown in the screenshot

Alt text: After that API key will show on the screen, just copy the same and use it accordingly

Classic UI (older accounts) 

Avatar (top-right) → Your Profile → API Key panel → Show → Copy.

Security & rotation best practices:

• Treat the key like a password; store it in a password manager.

• Rotate the key if it was ever shared in chat or email.

• After rotation, update all integrations that used the old key.

Architecture at a glance

Flow

Trigger

Where configured

Result in Freshdesk

Inbound

Customer calls your MyOperator number

MyOperator → Freshdesk connector/webhook

New ticket with call metadata + optional recording URL

Outbound

Agent clicks to call from Freshdesk

Freshdesk UI/extension → MyOperator

Call placed; outcome/recording logged back to ticket

Step-by-step setup

  1. Enable After-Call webhookMyOperator → API & Webhooks → Calling Webhooks → Add Webhook → After-Call.
    1. Method = POST 
    2. Content-Type = application/json
    3. URL = your Freshdesk listener.

image.png

Alt text: After call webhook

  1. Connect Freshdesk -
    1. MyOperator → Integrations → Freshdesk → Connect. Enter Company ID, Freshdesk domain, API key, and optional filters.
  2. Sync agents.
    1. Click Sync Users and confirm agent e-mails match exactly.
  3. TestPlace a call.
    1. A ticket should appear in Freshdesk in ≤ 3 s with the correct agent assigned. Expected toast: “Integration successful.”

image.png

Alt text: Connect Freshdesk

image.png

Alt text: Enter required details

image.png

Alt text: Integration successful

Integration flow logic

• Validate Freshdesk domain + API key.

• Sync agents from Freshdesk → MyOperator.

image.png

Alt text: Agent synchronisation

• MyOperator sends After-Call webhook (POST JSON).

• Freshdesk API creates a ticket.

• Auto-assignment engine matches agent e-mail; ticket routed.

• Agent works the ticket; call log and recording remain attached.

Ticket fields created

Freshdesk field

Description

Subject

{Event} {Status} call from {caller}

Status

Open

Priority

Medium

Description

-Caller: {Caller Number}

-Agent: {Agent Name}

-Department: {Department Name}

-Status: {Status of call}

-Event: {Event of call}

-Duration: {Duration of Call}

-UID: {UID of call}

-Recording: {Recording Link}

-Start Time: {Start Time of Call}

Filter options

Filter

Options

Default

Ticket Type

create_new · update_existing

create_new

Event Type

incoming · outgoing · both

incoming

Call Status

connected · missed · both

connected

Department

all · comma-separated list

all

image.png

Alt text: Filters in Freshdesk integration

How tickets are assigned

• If Agent exists: Ticket is assigned to the responding agent.

• If the Agent doesn’t exist: An unassigned ticket is created.

• For each new Incoming/Outgoing call, a new Freshdesk ticket is created (unless update_existing is set).

Edge cases & limitations — when does it NOT work?

• Webhook disabled: No ticket created.

• Duplicate webhooks: Multiple tickets created.

• Agent e-mail mismatch: Ticket remains Unassigned.

• API key expired: 401 errors until regenerated and updated.

• Rate limits: Large exports or syncs may hit Freshdesk API limits; stagger your requests.

• Sandbox vs. production: Keys are workspace-specific; ensure you’re in the right portal.

Troubleshooting

Scenario

Outcome

Fix

Agent e-mail mismatch

Ticket stays Unassigned

Sync users or correct e-mail

Webhook disabled

No ticket created

Enable After-Call webhook

Duplicate tickets

Multiple webhooks active

Keep only one active webhook

API key expired

401 errors

Regenerate key, update integration

Wrong domain

401 errors

Use https://<yourdomain>.freshdesk.com

CAN’T SEE THE API KEY:

• Ensure you’re viewing your own profile (not another user’s page).

• Ask an admin if API access is restricted by policy/plan.

Escalation & support

Open a ticket at support@myoperator.com with:

  1. Subject: Freshdesk-Integration-Issue
  2. Company ID (e.g., cmp_203948)
  3. Call SID (e.g., abc123)
  4. Webhook delivery log (raw JSON + HTTP status)

SLA: first response in 2 business hrs; resolution target < 8 hrs.

Keywords: Freshdesk-MyOperator integration, After-Call webhook, API key, agent sync, ticket assignment, call tracking, create_new, update_existing, incoming vs outgoing