Freshdesk integration for Microsoft Teams
Recognize Freshdesk tickets and requesters during your Teams call.
uContactManager connects Microsoft Teams to Freshdesk. When a customer calls, Teams immediately shows the requester with open tickets, priority and SLA status — as an Adaptive Card, without searching in Freshdesk.
Service desk context from Freshdesk in Teams
On an incoming call uContactManager looks the caller up in Freshdesk and shows the contact with active tickets, priority and the assigned agent. Your support team answers with full context and shorter handling times.
What the integration does
Requester recognized instantly
The phone number is matched to the Freshdesk contact via the Freshdesk API.
Open tickets and SLA
See active tickets, their status, priority and SLA right as the call comes in.
Open or update a ticket
Open the ticket in Freshdesk, add an internal note or start a new ticket — straight from the call.
See it in action
This is how the customer context appears in Microsoft Teams.
More integrations
uContactManager connects to more systems
See how uContactManager also works with your other CRM, service desk and ERP applications.
All integrationsReady to connect Freshdesk to Teams?
Discover how uContactManager surfaces your customers' Freshdesk context live in Microsoft Teams.
Frequently asked questions
uContactManager recognizes the requester in Freshdesk and shows open tickets with subject, priority, status and SLA — as an Adaptive Card in Microsoft Teams, without searching in Freshdesk.
Yes. With the 'Add note' popup you add an internal note to the ticket or start a new ticket, straight from the call — ideal for follow-up and time tracking.
No. The integration runs via the Freshdesk API and everything appears in the standard Microsoft Teams client. Universal Cloud handles the secure configuration.
Want the technical detail?
Download the technical datasheet with the full way of working, the access required and all security measures — intended for your IT and security teams.
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