Hi,
we need to automatically escalate tickets from Freshdesk to a phone number during certain conditions:
Is it possible to have Freshdesk call a phone number automatically with some pregenerated message? What we need is something like PagerDuty, but we still need the HelpDesk functionality that Freshdesk provides.
Has there been any more consideration of this feature request since 2 years ago?
We have a workaround, but it requires us to use another agent.
A faux agent that is only used for a mobile phone number when the agent's main profile contains their work number.
For one agent, we are required to have two agent profiles.
Is that still the case or is there a better way to implement alerts by phone?
You add an occasional agent.
Set the agent's email address to the phone_number@carrier_domain.net, where phone_number is the mobile number to alert and carrier_domain.net is the domain for that carrier. Do a Google search to find out what the domains are for sending texts to a mobile number.
Setup Dispatch'r rule with conditions for the situation you want to be alerted about.
For instance, in our case, we had two conditions.
1) Subject must contain the word "URGENT"
2) Created during non-business hours, where non-business hours are defined in the Business Hours settings.
Define the action to send an email to the agent you defined with the mobile number.
There are probably better ways to do this, but this is how my company did it.
Probably a webhook trigger would be a better way to go.
Using Webhooks
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