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Unlink Ticket from Freshcaller Call

Related products:Freshcaller
  • July 23, 2021
  • 6 replies
  • 100 views
danwrite
Contributor

I am using freshdesk omnichannel with freshcaller and freshchat.  I am able to link calls to tickets right in the phone widget in Freshdesk.  Awesome.  Unfortunately, it does not work both ways and I am unable to remove the link once created.  My team has gotten in the situation where a call has been incorrectly linked to a ticket for a different customer.

 

We can delete the note effectively removing the call from the ticket, however since the link is not broken in freshcaller, we cannot assign the call to the correct ticket.

 

My suggestion is to expand the API integration to allow unlinking of call from tickets in freshcaller, or even better, if the note containing the call attachment is deleted from a ticket, remove the link in freshcaller automatically as well.

6 replies

H
Community Debut
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Hey Dan,

Thanks for sharing the use case you’re trying to achieve and it would definitely be nice to be able to unlink/unmerge calls merged with the incorrect ticket when using “add to existing ticket” during the call. 

However, one point to note here is that in this case, two different tickets are not being merged incorrectly and rather a call is linked to an existing ticket → meaning just the private note with call notes, call recording would be present and even if the option to unlink the call from the ticket is present, it would not result in that call being split into an entirely new ticket. I would like to understand what action you would want to take place in case there is an option to unlink the call from the ticket?

As a workaround, probably, the agents could delete the note and create a new ticket manually with the requester email address and merge it with the right ticket.

 

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danwrite
Contributor
  • danwrite
  • Author
  • Contributor
  • August 3, 2021

Hello.  In my experience this does not work.  If I remove the private note from the freshdesk ticket, the call is still associated with the ticket in freshcaller.

L
Contributor
  • lucinda
  • Contributor
  • August 3, 2021

@danwrite I have run into this too and agree that it would be nice to be able to unlink the call so we can add it to a different ticket, primarily in cases where it has been added into the wrong existing ticket. 

 

@harshaa.sridhar the only way to “fix” the situation as I’ve stated above is to download the recording and add that to the correct ticket. The call will remain linked to the incorrect ticket in Freshcaller because we cannot unlink it there. If the call was saved as a NEW ticket, one can simply change the contact the ticket is assigned to in Freshdesk, no issue. In my mind the issue here is specifically related to adding the call to the wrong existing ticket and not being able to correct that.

    danwrite
    Contributor
    • danwrite
    • Author
    • Contributor
    • August 3, 2021

    Yes, to clarify my request here, the unlinking would happen on the freshcaller side @harshaa.sridhar .

      Aazir
      Active Contributor
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      • Aazir
      • Active Contributor
      • August 18, 2021

      This is a issue for us as well. Agents can accidently link the call to a wrong ticket. In this case it just makes sense to have the ability to unlink the ticket.

      jesse carrillo

      This is a issue for us as well. Agents can accidently link the call to a wrong ticket. In this case it just makes sense to have the ability to unlink the ticket

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