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It would be good if Freshdesk could force the agent to add a phone call to a ticket or create a new ticket depending on the content of the call.
At the moment these calls are not where all other streams of contact are if an agent doesn't chose to create / merge with a ticket.
With the all new Freshcaller-Freshdesk integration, the agents can pick up calls from their Freshdesk account and upon completion, they can create new tickets or merge the call to an existing ticket.
Which is nice, but what I think is being suggested is to have all calls automatically create a ticket' good for accountability, coordination, etc.
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