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The phone channel in Freshdesk is powered by Freshdesk Contact Center. With the phone channel, you can make and receive calls within Freshdesk and effectively manage your phone conversations with customers.


This article gives you details on setting up and managing a phone channel in Omnichannel and standalone Freshdesk support desk.


Managing your phone channel in an Omnichannel Account

If you are on the Freshdesk Omnichannel plans, your Freshdesk and Freshdesk Contact Center accounts are integrated by default.

  1. On your Omnichannel account, go to Admin > Channels > Phone.
  2. To start using the phone channel, do the following:
    • Buy your number: Click on this link to buy phone numbers to make and receive calls. Freshdesk Contact Center provides phone numbers from around 90 countries. 
    • Set up call queues: Click on this link to create call queues and route customer calls to the right team.
    • Set up IVR: Click on this link to set up IVR and route calls based on customer inputs.
    • Map Numbers to the right contact: Enable this option to ensure that a phone number, with or without the country code, is mapped to the same contact.

      For example, let's say you saved your contact Annes' phone number as 8081 698 824 (without country code). If you get a call from Anne, identified as +44 8081 698 824, the call will be associated with Anne. However, if you disable this option, the phone number with the country code will be associated with a different contact.

      Note: when you click on the above links, you will be redirected to your integrated Freshdesk Contact Center, where you can configure all the admin settings. You can also use the Manage Settings option to view the admin settings on the Freshdesk Contact Center account.
  3. Select your preference for automatic ticket creation.
    When you make/recive calls in Freshdesk, they are automatically converted to tickets by default. However, you can control the automatic ticket creation for each call type.
    • Abandoned calls: Select this option to create tickets for each abandoned call automatically. When a caller disconnects a call before any conversation is initiated is called an abandoned call.
    • Missed call/voicemails: Select this option to create tickets for each missed call or voicemail automatically.
    • Completed call: Select this option to create tickets for each completed call automatically.

Note: You can also disable automatic ticket creation and let your agents manually create tickets after each call is completed. For details, check Converting phone calls to tickets


Setting up a phone channel on your Freshdesk account

If you are not on Omnichannel plans and have a standalone Freshdesk support desk account, you can add a phone channel by integrating a Freshdesk Contact Center account. 

To know more about the functionalities that get synced between the integrated accounts, check this article.

  1. On your Freshdesk account, go to Admin > Channels > Phone.
  2. You can choose to create a new Freshdesk Contact Center account or add an existing account.
  3. To add a new Freshdesk Contact Center account as your phone channel, click Create a new Freshdesk Contact Center account
    You will see that an account is automatically created and enabled. 
  4. Click on the Manage Account option to go to your integrated Freshdesk Contact Center account. Here, you can view and manage your phone channel's admin settings.
  5. Alternatively, you can connect your existing Freshdesk Contact Center account. For this, click on Connect a different account. Add your Freshdesk Contact Center's domain URL, email id, and password.
  6. Click Connect
    You can now see your existing Freshdesk Contact Center account connected to your Freshdesk account.


Managing Freshdesk Contact Center settings on Freshdesk

Once you integrate and connect a phone channel on your standalone Freshdesk Support Desk account, you can do the following:

  1. Associate agents
    Choose the list of agents to allow them to use the phone widget within Freshdesk. These agents can then see the phone widget within their Freshdesk account and make/receive calls easily.
  2. Enable automatic ticket creation
    When you make/receive from Freshdesk, they are converted to tickets automatically. However, you can control the automatic ticket creation for each call type.
    • Abandoned calls: Select this option to create tickets for each abandoned call automatically. When a caller disconnects a call before any conversation is initiated is called an abandoned call.
    • Missed call/voicemails: Select this option to create tickets for each missed call or voicemail automatically.
    • Completed call: Select this option to create tickets for each completed call automatically.
  3. Map Numbers to the right contact: Enable this option to ensure that a phone number, with or without the country code, is mapped to the same contact.

    For example, let's say you saved your contact Annes' phone number as 8081 698 824 (without country code). If you get a call from Anne, identified as +44 8081 698 824, the call will be associated with Anne. However, if you disable this option, the phone number with the country code will be associated with a different contact.