What filters can I use in the MyOperator ↔ Freshdesk integration and how do I configure them?
⚡Quick answer -
You can control which calls become Freshdesk tickets (and how) with four filters: Ticket Type, Event Type, Call Status, and Department. Each filter has three options, and all can be combined for precise routing.
When should I use this guide?
Read on if you need to:
• Limit tickets to certain call types (e.g., only missed inbound calls).
• Append new calls to an open ticket instead of creating duplicates.
• Route tickets only to specific departments like “Sales” or “L2 Support.”
📑 Table of Contents
- Filter matrix at a glance
- Prerequisites & where to edit filters
- Detailed behaviour of each filter
- Combining filters—worked examples
- Edge cases & when filters do NOT work
- Troubleshooting & escalation
- Related articles
1. Filter matrix at a glance
Filter | Options | Default | Example use-case |
Ticket Type | create_new | update_existing | create_new |
Event Type | incoming | outgoing | both |
Call Status | connected | missed | both |
Department | all | Comma-separated list | all |
Alt text - Filters in Freshdesk integration
2. Prerequisites & where to edit filters
Requirement | Where to find it | Notes |
Company ID | MyOperator → Manage → API Integration | Needed once |
Freshdesk API key | Freshdesk Profile → Settings → API | Paste into the integration form |
After-Call webhook ON | MyOperator → API & Webhooks | Must be enabled for filters to apply |
“Automatic ticket assignment” | Freshdesk Admin → Workflows | Should be ON |
Open MyOperator → Integrations → Freshdesk → Edit Filters to update any option.
3. Detailed behaviour of each filter
3.1 Ticket Type
create_new
• Always creates a new ticket, even if the caller already has an open one.
update_existing
• Looks for the most recent Open or Pending ticket tied to the caller’s phone number.• If found, appends the call log to that ticket instead of making a duplicate.
3.2 Event Type
Setting | Result |
incoming | Tickets only for inbound calls |
outgoing | Tickets only for outbound calls |
both | All calls create or update tickets |
3.3 Call Status
Setting | Result |
connected | Log successful calls only |
missed | Log missed calls only |
both | Log both outcomes |
3.4 Department
You can leave this blank (all departments) or list multiple departments separated by commas:
Sales,Support,L2If the listed department doesn’t exist in Freshdesk, the ticket lands in the Default Group instead.
4. Combining filters—worked examples
Alt-text: Decision tree showing Event → Status → Department checks before ticket creation.
5. Edge cases & when filters do NOT work
• Leaving all filters blank = no ticket is created.
• Department names are case-sensitive (“Sales” ≠ “sales”).
• Changing Event Type to outgoing won’t affect calls made from the mobile app—only desk dials are counted.
• If Ticket Type = update_existing but no open ticket exists, a new ticket is created.
6. Troubleshooting & escalation
Problem → Cause → Fix
• Tickets for missed calls not appearing → Call Status set to connected → Switch to both or missed.
• Tickets hitting the wrong group → Department spelling error → Re-enter exact department names.
• Duplicate tickets → Ticket Type set to create_new → Change to update_existing.
Need help? Email support@myoperator.com with Company ID, sample call UID, and current filter JSON.
Related articles
• What fields does the MyOperator → Freshdesk integration add to new tickets?
• How do I find my Freshdesk API key (and use it safely)?
• How do I add and test an After-Call Webhook in MyOperator?
Keywords - Freshdesk filters, MyOperator integration, Ticket Type, Event Type, Call Status, Department filter, ticket creation rules
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