Adding a phone channel to your helpdesk
Modified on: Tue, 5 Dec, 2017 at 6:48 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
Freshdesk provides a phone channel within helpdesk that is powered by Freshcaller.
To get started, go to Admin > Phone and click on the "Create a Freshcaller account" button. An account will be automatically created for you and linked to your Freshdesk account.
Now, you can click on "Manager settings in Freshcaller" to get started on your free 14-day trial of Freshcaller and buy a phone number. For call rates for specific numbers, look up your numbers here.
Once you purchase a number, you will see the phone widget inside Freshdesk, where you can make and receive calls.
You can set up all your call center workflows in Freshcaller, and it will reflect in your phone widget in Freshdesk. You can also add agents to your Freshcaller account directly from Freshdesk by clicking on the 'Freshcaller Agent' toggle, provided you have agent licenses available in Freshcaller.
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