Helpdesk & ITSM
Voice in the helpdesk you already use.
Thirdlane Connect plugs into Freshdesk, Zendesk, ServiceNow, and other ticketing platforms as a contact source. Agents see the ticket on inbound match, click-to-call from a record, and call activity logs back to the ticket — no separate dialer, no double data entry.
Supported helpdesks
Freshdesk
Inbound caller match against Freshdesk contacts. Click-to-call from a ticket. Call activity logged back to the ticket with disposition, duration, and recording link. Thirdlane uses Freshdesk for its own customer support; the integration is operating in production.
Zendesk
Click-to-call from any Zendesk record. Screen pop on inbound match. Call logging with the same disposition / recording-link surface used elsewhere in Connect.
ServiceNow
CTI integration via Connect’s contact-source plugin model — inbound match, click-to-call, and activity logging against ServiceNow records.
Generic / custom helpdesk
Custom systems plug in via the same contact-source plugin pattern as the named integrations. Configurable lookup endpoints, no source code changes required.
What agents get
Caller match on inbound
When a ticket-system contact calls in, the agent gets the ticket / contact record automatically — no copy-paste from the phone display.
Click-to-call from tickets
One-click outbound from any ticket; outbound CLI is set per tenant so the customer sees the right number.
Activity logging
Disposition, duration, recording link, and AI-generated summary land back on the ticket without manual entry.
Cross-platform routing
Tickets that arrive via voice route through the same queues, IVRs, and skill rules as your other channels — agents pick from one inbox, not three.
Routing & queue patterns
Skills + helpdesk pairing
Route inbound calls to agents based on their skills and ticket-system role/group. The agent receives both the call and the matching ticket in their helpdesk view.
Callback queueing
Customers waiting in queue can opt for a callback; the platform calls them back when an agent is free, then resumes the ticket flow on connect.
SLA-aware routing
Use ticket priority as input to the dial-plan: priority customers can hit a different queue, IVR path, or after-hours rule.
Built on the same plugin model as CRM
The helpdesk integrations use the same contact-source plugin architecture as our CRM integrations — Salesforce, Zoho, HubSpot, Zendesk, and Freshdesk all share the same lookup, screen-pop, and logging surface. That means: consistent agent experience across systems, configurable per tenant, and a documented API for adding internal/custom helpdesks.
See it in your helpdesk.
Walk through the inbound match, click-to-call, and call-logging surface in your ticketing platform of choice.