Placetel AI Voice Agent to Freshdesk Webhook Automation (n8n)

Turn Placetel voice calls into instant Freshdesk actions with an n8n AI Voice Agent workflow

This n8n automation connects your Placetel AI Voice Agent to Freshdesk through a webhook. It lets the caller’s phone number trigger operations like customer lookup, contact/ticket creation, call logging, ticket status/priority updates—and returns a ready-to-read “speech” response for the voice agent.

What this workflow does

• Receives webhook events from Placetel: a POST request includes an operation plus caller/request details.
• Normalizes caller numbers: converts the phone number to a canonical +49 format and generates multiple phone variants to improve matching accuracy.
• Routes by operation: directs the request to the matching Freshdesk action, including:
  • Check customer
  • Create contact
  • Create callback ticket / create ticket
  • Log call
  • List tickets (summarize open requester items)
  • Get ticket status
  • Resolve / reopen ticket
  • Set ticket priority
• Finds customers by phone: searches Freshdesk contacts using both phone and mobile across all candidate number formats and returns the first match.
• Responds with voice-ready JSON to Placetel, including a short speech string (or a fallback message for unknown operations).

Use cases

• When someone calls, your AI agent identifies the caller in Freshdesk and explains the current ticket status.
• Create a contact and open a “callback” ticket automatically when the request can’t be matched.
• After resolving or reopening a case, the workflow updates Freshdesk and returns the spoken confirmation to the caller.

Technical details

• n8n nodes: Code, Merge, Switch, Webhook, Freshdesk, Sticky Note.
• Freshdesk integration: configure a Freshdesk credential (domain + API key) and select it on every Freshdesk node.
• Webhook setup: activate the workflow, copy the Placetel Webhook production URL, and configure Placetel to send POST requests to it.