What gets synced between your Freshdesk and Freshcaller account on integration?

Once you’ve integrated your Freshdesk account with Freshcaller, you can configure it according to your business needs.

In your Freshcaller account, you can,

View all call logs: Every call made and received (in both Freshdesk and Freshcaller) for a given contact, is synced and listed as call logs under the Call Metrics tab in Freshcaller.

Here, your calls can be monitored on metrics like wait time, handle time, call cost and much more.

Based on this monitoring, you can tweak your number rules, call queues, IVR set up and much more from within Freshcaller.

In your Freshdesk account, you can,

1. Grant access: By default, you can start using the phone widget. To grant access to those support agents who handle phone calls,

   • Go to Admin > Team > Agents.

   • Choose the agent whose access you want to edit. In the edit overlay, scroll down to the Phone Channel section.

   • Turn on the Freshcaller Agent toggle.

This would come in handy if you have a dedicated set of folks handling calls and ones who take care of tickets only via chat and email.

Note: Make sure that you add your existing Freshcaller agents into Freshdesk for them to be able to make calls from Freshdesk. 

2. Set agent availability: Agents can choose to take the calls via browser or mobile. Also, they can go offline when they are unavailable to take calls from within the widget.

3. Access recent calls: On clicking the call widget, all recent calls(including ones made from Freshcaller) are listed for quick reference. To call a specific number or contact, use the widget’s search bar.

4. Link call to a ticket: You can see the recent tickets related to the contact you are trying to call from within the widget. 

Also, you can either link the call to one of the existing tickets or create new tickets from here.