Connect Freshdesk (helpdesk)

If you use Freshdesk for customer support, you can connect it to Telenoa. Then every call Noa takes becomes a ticket in Freshdesk:

• The caller is the requester. Telenoa finds the contact by phone number — if there is none, it creates one with name and number.
• The subject says who called and what Noa did (e.g. "Opkald fra Anne Berg: Tog en besked").
• The description holds a summary of the call and what the customer wants, plus an excerpt of the caller's own words.
• The source is Phone. Calls Noa handled herself (a booking or a transfer) are created as Resolved; the rest as Open.

On the phone, Noa can also tell the caller whether their ticket is open. This is read-only: Noa sees ticket number, subject and status — never the content — and only once the caller has said their ticket number or email (caller ID can be spoofed).

It's free, and only an administrator can set it up. You find it under Forbindelser → Freshdesk ("Connections → Freshdesk").

1. Find your API keyCopy Anchor Link

2. Paste it into TelenoaCopy Anchor Link

In Forbindelser → Freshdesk, type your Freshdesk address (e.g. company.freshdesk.com), paste the API key and press Tjek og forbind ("Check and connect"). Telenoa checks it with Freshdesk right away and stores it encrypted.

Once connected, you can switch two things on and off:

• Create a ticket after every call (on by default)
• Noa may look up the caller's open tickets on the phone (off by default)

3. Test the connectionCopy Anchor Link

Press Test forbindelsen ("Test the connection"). The test confirms the key and tries the contact search by phone number. It creates no contact and no ticket.

Good to knowCopy Anchor Link

• Noa never deletes or changes anything in Freshdesk. She creates contacts and tickets — nothing else.
• If you disconnect, Telenoa deletes the key. To be completely sure, you can reset the key in Freshdesk afterwards.
• Freshdesk limits API calls per minute based on your plan. One call typically uses 2–4 API calls.