We have two new updates that'll make it easier to support customers on the phone.
1) Freshdesk can now associate variations of a phone number, with or without the country code, to the same contact. As an example, +44 8081 698 824, 8081 698 824, or +44(808) 1 698 824 are all identified as the same contact.
If you’d like this feature enabled, please go to Admin→ Phone and toggle on the option Map numbers to the right contact.
2) Associating a phone call to a different contact is now easier. This comes in handy if you have different customers use a common phone number to get in touch with you. Say, Anne from abc.com calls you but Freshcaller identifies it as a call from Bob( because he'd made a call to you earlier in the week). You can re-associate the phone call, and the corresponding ticket, to Anne's contact on your Freshdesk. This will make it easy for your team to continue working on Anne's issue.
Hope you find these updates useful. Let us know if you have any questions in the comments below.
Hi Durga, happy new Year too.Is this function only available for Freshcaller customers? Furthermore it would be a real improvement if you update the search algorithm if searching for phone numbers. If I do not know the country code but i have the remaining numbers of the phone number it also should show similar phone numbers with the same number sequence inside
Example: +01-555-66778899 is saved in the contact. I search for 55566778899. -> Today I do not get any results.
15 days ago
Hi Sven, this update is specific to Freshdesk's integration with Freshcaller.
That seems odd. You should be able to find a contact regardless of whether you search with or without the country code. I recommend getting in touch with the support team ( firstname.lastname@example.org) They'll help you get this fixed. :)