Freshcaller integration enhancements
Hi, how can I follow up for this feature? Like a web to show what is upcoming and when it will be released
HI, we really want to use asap the option to create ticket or not for abandoned calls. When will that be available for us ? Thx
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Aravind Sundararajan
@Eric, We'll put up a notice here when we're close to the launch. We'll see if we can get a demo video to be posted here.
@Dirk, Yes. We're coming up with an option to control ticket creation for abandoned and missed calls with this release.
Cheers!
Can we please see customer tickets in Freshcaller. Way too often do phone only agents need to quickly see tickets and have to go into freshdesk and search that customer and find the ticket.
Hi, how can I follow up for this feature? when it will be released?
Hi! Can you pls add an option / default behavior NOT TO create a ticket when a call note is added in Freshdesk caller widget?
Now the system always creates ticket even if the agent does not click "new ticket" in the caller widget. This is counterintuitive as one would assume that ticket gets created only when requested. Or is this a bug? If calls are being taken in Freshcaller side, this doesn't happen, but we want to keep calls within Freshdesk user interface (OC setup).
Hi! That sounds very interesting. When will it be released?
Yes, it is very interesting.
Aravind Sundararajan
Folks,
The support for call tags is live now. Call tags added via the widget will get ported over to the tickets automatically.
p.s: Other features mentioned in this post will be released soon (1~2 weeks).
Cheers!
Aravind Sundararajan
Update: Call tags feature is live now. Other features (automatic ticket creation, new ticket slider) will be launched soon.
1. Option to control ticket creation for missed calls and abandoned calls:
2. Automatically create tickets for all connected 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.
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!
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