Phone widget appears at the bottom left corner of your browser after you purchase your phone number. The options available in the widget change with the activity taking place in your phone channel.


When there is no live call taking place in your account, your phone widget will have the following options:


A dialpad to make outgoing calls.





Recent calls shows the last 5 calls to and from your helpdesk.




When you receive a call, the widget allows you to see the contact, and options to accept or ignore the call. 



Add notes : Your agents do not need to have a pen and paper or a word document open when they are taking calls. They can add quick notes about the call in the notes section. Later, when the call ends, if they choose to convert the call to a new ticket or add to an existing ticket, these notes get added to the ticket.




Dialpad : The agents can make use of the dialpad when the outgoing calls reach an IVR.


Call transfer : The call transfer button comes in handy when you know that another agent can handle this problem better than you do or you might end up taking a call that is relevant to some other department. Agents can just transfer the call to other agents and other groups by clicking on the call transfer button and selecting the agent/group name from the list of all agents/groups available online. 





You can also transfer calls to an external number. This way, you can transfer calls to agents whose number is not updated in their profile, or to non-agents to whom the call is relevant. For example, when agents receive a call about job opportunity in the company, they can transfer it to a HR person who is not an agent in your helpdesk.


To do this, click on the dropdown on the top left of the transfer screen and select the dialpad option. Every agent will be able to see the recent external numbers to which they transferred calls. You can choose one of them or type a new number and click on it to forward the call.


The agent who attended the call first will now not be able to convert the call to ticket or add the call to other tickets.

Mute option : The agent side of conversation can be muted at any point during the call.


Timer : Keeps track of the time duration of the call.


End call option : Make sure you click this before you start bragging about how you successfully solved your customer problem to the agent next to you. When you click this button, you will be taken to the convert call to ticket page. 




Phone widget appears at the bottom left corner of your browser after you purchase your phone number. The options available in the widget change with the activity taking place in your phone channel.


When there is no live call taking place in your account, your phone widget will have the following options:


A dialpad to make outgoing calls.




Recent calls shows the last 5 calls to and from your helpdesk.






When you receive a call, the widget allows you to see the contact, and options to attend or cut the call. 






During the call, the widget changes and gives you the following options:




Add notes : Your agents do not need to have a pen and paper or a word document open when they are taking calls. They can add quick notes about the call by clicking on Add notes . Later, when the call ends, if they choose to convert the call to a new ticket or add to an existing ticket, these notes get added to the ticket as.. well, notes. 





Dialpad : The agents can make use of the dialpad when the outgoing calls reach an IVR.


Call transfer : The call transfer button comes in handy when you know that another agent can handle this problem better than you do or you might end up taking a call that is relevant to some other department. Agents can just transfer the call to other agents and other groups by clicking on the call transfer button and selecting the agent/group name from the list of all agents/groups available online. 



You can also transfer calls to an external number. This way, you can transfer calls to agents whose number is not updated in their profile, or to non-agents to whom the call is relevant. For example, when agents receive a call about job opportunity in the company, they can transfer it to a HR person who is not an agent in your helpdesk.


To do this, click on the dropdown on the top left of the transfer screen and select the dialpad option.




Every agent will be able to see the recent external numbers they transferred calls to. You can choose one of them or type a new number and click on it to forward the call.





The agent who attended the call first will not be able to convert the call to ticket or add the call to other tickets.

Mute option : The agent side of conversation can be muted at any point during the call.


Timer : Keeps track of the time duration of the call.


Customer informationYou can see all information about the customer who is on the call with you by hovering over the customer image. You can also see his recent tickets here, this will give you more context during the call.





End call option : Make sure you click this before you start bragging about how you successfully solved your customer problem to the agent next to you. When you click this button, you will be taken to the convert call to ticket page. 


Browser notification: You can enable browser notification while on a call to get notified when someone calls your helpdesk even when you are working in other tabs in your browser. You can do this by clicking on the bell icon in the widget, while on the call.




It works in Firefox, Chrome and Safari and Freshdesk must be open at least in one tab for the notifications to work.

Enabling the desktop notifications in phone channel automatically enables the same for Live chat. You can turn off the notifications for both through the browserHere is how to do it in Chrome, Safari and Firefox.