Handle phone calls from within Freshdesk
Incoming call notifications pop up right inside your helpdesk, so you can accept and take calls easily. You can also use the phone widget on the bottom left to make calls.
Incoming call notifications pop up right inside your helpdesk, so you can accept and take calls easily. You can also use the phone widget on the bottom left to make calls.
You can automatically convert your voicemails and missed calls into tickets. You can also choose to create tickets for calls you take, or add the calls to existing tickets.
Retain context about customers and issues by having access to entire customer interaction history and all previous tickets and notes right where you need them.
Set up your own custom Interactive Voice Response (IVR) system to help callers easily navigate options in your call center and reach the right agent or team.
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Protect the identity of callers by generating temporary numbers with call masking that is well suited for both your incoming and outgoing calls.
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With your phone teams distributed across different time zones, a time-based routing rule helps you run a truly global call center.
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Monitor calls to listen in on the agent-customer conversations and step in to provide assistance to agents when necessary.
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Collaborate with other agents by adding them to an ongoing call so you can prevent escalations and solve customer issues on the spot.
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Call center agents can focus on completing mandatory tasks and action items after every call before becoming available again.
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