Connect Freshworks (formerly Freshdesk) to Dial800's AI Voice Agents and every support call gets answered instantly — nights, weekends, and lunch rushes included. The AI recognizes the caller, files a complete ticket, reads back status, adds comments to existing threads, and can optionally resolve tickets it fully handles. A Freshworks AI phone agent, connected with nothing more than an API key.
The full tier-zero toolkit — five tools, each individually allow-listable per agent.
The agent matches the phone number to the requester (find_caller), so existing customers get continuity, not a fresh interrogation.
The AI collects the issue step by step and files it (create_support_ticket) with everything your team needs to act — no half-empty tickets, no lost voicemails.
Status calls answer themselves (check_ticket_status). Callers hear where their ticket stands without pulling a human off the queue.
Follow-up details go onto the original ticket (add_ticket_comment) — one conversation, one thread, no duplicates.
When the AI fully resolves the caller's question, it can mark the ticket solved (resolve_ticket) — only if you've explicitly enabled that tool for the agent.
A hypothetical weekend support call. The caller gets an immediate, competent response — and Monday morning, your team finds a triaged, fully documented ticket instead of a voicemail backlog.
Tier-zero AI support doesn't replace your help desk team; it protects their time by absorbing the intake, status, and follow-up calls that fill their day.
“I was charged twice this month and I need it fixed.”
find_caller matches the number. “I've found your account. Let me open a billing ticket for you right now.”
Which charges, which dates, which card ending — the details a billing team actually needs to act on day one.
create_support_ticket files it with priority set, and the caller gets the reference number on the call.
When the caller checks in, check_ticket_status reads back the progress and add_ticket_comment captures anything new.
The simplest connection in the lineup: one API key, per-tool control, any agent.
Grab an agent API key from your Freshworks account and paste it into the Dial800 dashboard. That's the whole authorization step.
Enable only the tools you want per agent — and leave resolve_ticket off until you're ready to opt in.
Attach Freshworks to your after-hours line, your overflow queue, or every agent you run — each with its own tool set.
Your Freshworks credentials are stored with Dial800 and resolved server-side at our MCP gateway — they are never sent to the AI model. Read about Dial800 security →
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Connect Freshworks with a single API key and let tier-zero AI support file perfect tickets around the clock.