Hi,

Our Freshworks stack is FreshSales and FreshDesk. We use Twilio for backend, and the two services share the same phone number I am surprised to discover that while outbound SMS works via both tools. It appears only SMS only comes inbound into FreshDesk. 

Has anyone else encountered this unintuitive UX/fuctionality issue? I’m debating what I need to propose (do we have to use two distinct phone numbers? Or is there another solution I haven’t thought of?)