Freshdesk Contact Center
- 63 Topics
- 80 Replies
Bi-Directional Syn Google Contact - Fresh Contact
Fresh Contact isn’t bidirectional sync with Google Contact.This is a big problem.I receive all mi new contact by website, lead generation, ecc.I work for this new contact are mapping on the CRM.But when are mapping i can’t use by other external device on Iphone because the contact not exist on Google Contact and isn’t possibile sync.For me it’s a very big problem, i do insert 2 times the contact ????Please any have a solution? ThxLuigi
I am looking to start an answering service and need certain features.
Hello All, Nice to find a group to have a conversation with. I am in exploration mode looking for certain features in a cloud platform.If I am way off base please let me know. Blow are the features I need (big items) and I am sure there are more I am not thinking of.I am a home inspector and have a “Service “ answering my phones that is specific to my industry and booking my appointments. I want to start my own service doing the same. I think it can be done better. I need a platform that can service multiple companies each with their own phone number(s) and custom voicemail greeting. That is the big one. Then: Inbound and outbound calling / W Caller id CorrectCustom Voice mail messages per CustomerCall ReportingCall ReportingLocal office feelIntegrated Chat
API limit Error 429
Hi, We have been using azure data factory to retrieve data from freshdesk for the past few month, without any issue, Since since two day, we are getting this error “The HttpStatusCode 429 indicates failure. Request URL:“ Has there been any change in throttling down the API limits. What are the limits though, cant seem to find this information anywhere. I even tried retrieving data for just one day and it gives the same error. Can the API limit be increased /reset ?
Agent Offline Status when they RONA (redirect on no answer)
Hello CommunityWanted to know how many of the admin’s here would prefer Freshdesk Contact Center change the agent state to Offline when they RONA a call. Currently as it doesn't change the state on the dashboard supervisor’s see the agent as AVBL and wonder why the agent is not picking up the call, while the agent see’s themselves as AVBL and wonder why they are not getting the call. The fix is for the agent or supervisor to change the state manually (offline back to online).If the system puts the agent offline for missing the call, it would give an exact real time experience.RegardsART
restricting access to customer notes to certain teams
In preparation for starting fresh caller, I wondered if it were possible to restrict access to customer notes to certain teams? We have a helpline where calls are confidential, however we work closely with our customer service team who take some of our calls if our clinical staff are all in a call, however due to the nature of the calls we would not be able to use the notes function if everyone can view them and not just those in the specific clinical group. If we could restrict access to the notes areas for these callers, it would help with repeat callers.
Callers Stuck in Wait Queue Even Thought Agents are Available
I’m curious if anyone has struggled with callers getting stuck in the wait queue, even though there are available agents. Here’s my situation:Call comes into IVR; callers presses 2 to talk to agent Rings to all available agents (2-4 logged in at a time) for :60. If agents are available but don’t answer (because they’re working on another ticket), go to Rollover Call Queue Play Wait Queue Message, append position to wait message Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the “available” status. If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time. How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring
Purchasing Local, Toll Free, and Mobile Australian Numbers.
I’m currently on trial with Freshdesk Estate Omnichannel to move my entire business to the freshworks suite and going through the new setup. I am unable to purchase FreshCaller numbers. It says “Contact Support”. I made a case yesterday and have yet to hear back on a resolution for what I thought was a simple request; If this is how a trial goes for a simple number purchase, what other issues can we expect from FreshWorks? My case is: #8782302
cti_global_sidebar Padding issue
Hi,I am new to fresh works and trying to load an html design via cti_global_sidebar. I want to make some padding adjustments. There is a padding of padding: 20px for cti-widget-container.Is there any way to overwrite the fresh desk styles. Please reply as early as possible.Thanks !!
cti_global_sidebar height issue
Hi,I am new to fresh works and trying to load an html design via cti_global_sidebar. As there is only few text over there I want to reduce the height also want to make some padding adjustments. Is there any way to overwrite the fresh desk styles. Please reply as early as possible.Attaching the screenshot.Thanks !!
Say hello to searchable and automatic post-call transcripts!
Do you often miss details while taking call notes during a live call? Do you go back to your call recordings to find those details?We understand your pain! We know searching for details in lengthy call recordings is overwhelming and time-consuming.This is why we have introduced Freshdesk Contact Center's Post-call Transcription feature with search functionality. It lets you transcribe the call recordings and easily search for keywords in call transcripts in minutes. This helps your agents resolve customer queries faster and make conversations more contextual. Also, you can use this to enhance your call monitoring and training process.You can read more about this on our Website.Sounds interesting? Well, if you love this feature, please fill out this form to let us know your interest.
Incoming Calls - skip call queue message
We just setup Freshcaller so our Receptionist can answer incoming calls. It placed it in a default queue that plays a greeting before attempting to ring and connect wiht the agent. Is there a way to skip the queue and just have it ring the agent directly with no recorded greeting.
Frustrated at having to burn agent on admin account
I am a so-called solopreneur. As such, I consider even apparently small costs, since they all add up. I have just signed up to FreshCaller, with a single agent license. That license is supposed to be for a Virtual Assistant who handles phone-based customer support for me. I have just learned that my single agent license has to be used for my admin account. That makes no sense to me. I understand that I MAY wish to burn my agent license on my admin account (if I was actually making the calls), so that is a reasonable scenario. But being forced to use that agent account is not just frustrating but also a showstopper to me migrating over to FreshCaller. That said, I am hoping I have been misinformed and someone can tell me how to use my agent license for...well, an agent (not an admin).
Best Practices for Messages in IVR?
Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here’s my situation:Call goes into the queue Play wait queue for caller that says something like, “All agents are busy, please hold or press * to leave a voicemail.” Append queue position I’d like to enable callback so immediately after the queue position the Callback says something like, “Press 1 to remain in queue or press 2 to leave a voicemail.” If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.This means the customer experience goes something like this: “All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are bu
'Contact Support' keeps popping up when trying to buy a mobile number in Australia
I’m trying to purchase a mobile number in Australia, but the system keeps asking to me, ‘CONTACT’ SUPPORT’, and just leads me to an email page to email their support team.This is on FreshCaller Btw. And I’m currently on a paid Freshworks plan. Just wondering if I need to first buy credits first before before buying a number?
Phone solution for your work from home needs
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