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Solution home How to Setup Apps and Integrations Extending Freshservice with Integrations

Freshservice integration with Amazon Connect CTI

Modified on: Fri, 21 Nov, 2025 at 12:23 PM

The Freshservice integration with the Amazon Connect CTI App offers an all-in-one solution for efficient call management, ensuring every employee interaction is logged and accessible within Freshservice. 


Please follow the steps below to install and use Amazon Connect within the Freshservice dashboard.


TABLE OF CONTENTS


Prerequisites


The following are the prerequisites for installing Amazon Connect CTI integration with Freshservice:

  • Admin level access for the Freshservice account.
  • Active Amazon Connect account license and login details.
  • Whitelist your Freshservice account URL and the following domain URL ‘https://d3h0owdjgzys62.cloudfront.net’ by adding them to the Approved Origins list within Amazon Connect to enable access from Freshservice. Here are the steps to whitelist the URLs on Amazon Connect.


Configuration and installation

  1. Go to Settings > Admin and search for Apps. Click on the Apps section. 

  2. Once the marketplace opens, search for Amazon Connect. Click on it to open the app details page. Click Install. It will take you to the configuration section.

  3. Enter your Freshservice Domain URL and  API key to connect to authenticate your Freshservice account.
    Note: To locate the Admin API key, click on the profile icon in the top-right corner of your Freshservice account and go to profile settings.

  4.  Go to Connect Amazon Connect tab and enter Amazon Connect Instance URL and AWS region.

  5. In the Call recording section, enter values for the following fields.
  • S3 bucket URL :
    a. Go to Amazon console > click Amazon Connect > and select the required instance.
    b. Go to External Voice Systems > Data storage > under Call recordings section > copy the S3 bucket url.
  • Access key ID and Secret access key:
    a. Go to Amazon console > click IAM > Access management > Users and select the required users.
    b. In the Access key section, you can find existing access key or create a new one.
    Note: You can't retrieve the Secret Access Key for an existing access key

6. In the Settings tab, the Subject, Status and Priority field are auto-populated when the ticket is created.

7. Select the required workspace and groups that can access the app.

8. Click Save to install the app.


Activating the Amazon Connect widget

  1. Click on the app icon from the sidebar. This will appear below the settings icon.

  2. Once you click on the Amazon Connect icon listed there, the app widget will appear. If you haven't logged in, click on the

  3. The login screen for Amazon Connect will appear as a separate window. Please note that this will not appear within the widget on the dashboard.

  4. Enter your Amazon Connect Username and Password to login

  5. Once logged in, Amazon Connect will be activated and appear within the widget on your dashboard.


How to make an outbound call

  1. To make an outbound call open the widget, from the available options, click Number Pad to dial a number or input any phone number. Click Call. You can also access saved contacts through the Quick Contacts option.
    Once the call is connected, call options will appear on the screen.


How to attend an inbound call

Whenever there is an inbound call, the call will flash on the Amazon Connect widget within the dashboard. The agent can click on the call to attend it.


Call capabilities

The following are the call capabilities available for an agent when they are managing a call. An agent can:

  • Mute the call

  • Disconnect the call

  • Put the call on hold


How to create a ticket and associate it with a call

  1. Once you are on a call, click the plus icon. 
  2. In the Associate ticket window, select Create ticket or Link existing ticket. 
  3. Select the workspace in which the tickets need to be created.
  4. If you are creating a ticket, enter all the necessary details to create the ticket.

The associated ticket is displayed on the upper right corner. 


How to update an existing ticket based on the call

  1. After ending the call, the Association ticket pane opens, click Link existing tickets.
  2. Search for the required ticket or select from the list of tickets displayed.
  3. You can update the ticket details and click Update ticket to sync the changes.


Conversation summary with call recording


Whenever a new ticket is created or an existing ticket is updated after a call, a conversation summary and recording is added to the ticket. The conversation summary contains the call direction, from and to details, and the agent's name.