1. Option to control ticket creation for missed calls and abandoned calls:

Freshdesk automatically creates a ticket for any missed/abandoned call in your helpdesk. While this is useful for tracking purposes, there are times where you might feel overwhelmed. You can now choose to opt-out of ticket creation for missed/abandoned calls.
2. Automatically create tickets for all connected calls:

Admins can now choose to automatically create tickets for all connected calls and not worry about missing out on the system of record.

Agents will continue to see the options to create a new ticket/add to an existing ticket until the end of the call. If there's no ticket associated, Freshdesk will automatically create a new ticket at the end of the call.

3. Call tags in Freshdesk:

Call tags added using the widget will be carried over to the 'tags' field in the ticket.











4. A new way to create tickets:

Earlier, the new ticket option in the widget works like a quick create option (Ticket gets created with default information). There were a couple of downsides with this behavior - Agents had to move to the ticket page in case they'd like to add some information/fill ticket fields. Automations that run on ticket creation doesn't act on these tickets since they get created with the basic information.

We're introducing a 'new ticket slider' option to help agents to quickly fill in the right information on tickets that get created for the calls.



Cheers!