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Hi,

we are using Freshdesk with Freshcaller, before we had a separate Ticket system and VoIP system.
We mostly use headsets from Jabra which work fine with Teams & Avaya Agent / Workplace.

But the issue with Freshcaller is that it is webbased and it is not recognized by any headset or can use the buttons/function of a headset.
Therefore you cannot accept a call by picking up the headset, pressing the button on the headset or lowering the boom arm.

We are not a classical Call Center and our agents work with different software and also perform work away from the laptop. This results in abandoned calls as the agent needs to hear the ring, click on the browser, the correct tab and on the accept button.
Before they just pick up the call with the functionality of the headset.

Is there a solution to this problem or is there a plan to release a Windows Application? 

 

That's a very common and frustrating issue when shifting to a browser-based VoIP system from a dedicated software client. The core problem is that web browsers have limited access to your computer's hardware, preventing Freshcaller from recognizing the physical buttons and functions on your Jabra headset. The most effective solution would be a native Windows application from Freshdesk that can properly integrate with peripherals, so it's worth checking their official product roadmap or support forums for any announcements on this front.

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