Availability of Agents

Your agents can have complete flexibility as to when and where they want to take calls. Availability of agent will be shown on the top right corner of the helpdesk, next to agent's profile picture.

Availability	How it looks
Agent is unavailable to take calls
Agent is available to take calls in browser
Agent is available to take calls in mobile

Your agents are available to take calls on browser by default when they log into the helpdesk during the call hours customized for that number. An agent can become “Unavailable” by clicking on the Availability toggle.

Availability on phone and browser

When your agents are away from the browser during call hours and if they still want to be able to take calls, they can use the “Take calls on mobile” option. This setting redirects the call to the agent phone number. It is present on the phone widget. The agent phone number (along with the country code) should be listed on the agent profile for the “Take calls on mobile” to work. 

To add your phone number so you can take calls from your phone,

• Click on "Take calls on mobile" option
• Update your phone number in the input box that appears and save

Your agents can have complete flexibility as to when and where they want to take calls. Availability of agent will be shown on the top right corner of the helpdesk, next to agent's profile picture.

Availability	How it looks
Agent is unavailable to take calls
Agent is available to take calls in browser
Agent is available to take calls in mobile

Your agents are available to take calls on browser by default when they log into the helpdesk during the call hours customized for that number. An agent can become “Unavailable” by clicking on the Availability toggle.

Availability on phone and browser

When your agents are away from the browser during call hours and if they still want to be able to take calls, they can use the “Available on the phone” option. This setting redirects the call to the agent phone number. It is present on the phone widget. The agent phone number (along with the country code) should be listed on the agent profile for the “Available on phone” to work. 

To update your phone number in your profile,

• Click on your profile picture in the top right corner of Freshdesk.
• Choose Profile settings from the drop down.
• In the edit profile page, update your phone number. Make sure that you include your country code in front of your phone number in the format + <country code>. For example, if you're in the US, enter your phone number as +1 555 555 5555.
• Hit the Save Changes button to take calls from your mobile.