Using Freshcaller

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?  

We use freshcaller for our business’s phone number and support line. When we make outbound calls we’d like for our business’s name to appear on the recipients caller ID screen instead of a random number. Is there a way to do this in freshcaller since we bought and use the number from freshcaller?

Hey everyone,I’m currently looking into better ways to streamline support operations for a small field service team that primarily uses iPhones while working off-site. We’re using Freshdesk for ticketing and communication, but I’ve noticed a few quirks with the mobile app experience — especially around notifications and real-time syncing.Has anyone here successfully optimized their Freshdesk setup for iPhone users? Are there any specific iOS settings, app integrations, or even third-party tools you'd recommend to improve workflow, battery usage, or overall usability?Really curious to hear how others are managing this — especially from teams where iPhones are the primary or only mobile device in the field. Open to any tips, hacks, or even things to avoid!

Hi, Can anyone assist with a question I have?I have an automation that extracts JSON data from a ticket in Freshdesk. I then parse this data into a JSON payload as shown below:{ "UPN": "Test@ExampleEmail.com", "Entra ID": "fjfhe43oh5oh4oth34tg43tg34", "Oracle Person Number": "0000"}I send this payload to Power Automate, but Power Automate only receives the value for UPN. The Entra ID and Oracle Person Number fields are coming through empty.Does anyone know why the values for these fields wouldn’t be passed correctly while the UPN value is? I’ve double-checked everything and don’t see any difference in how the UPN is set up compared to the other properties.Thanks in advance!

Hello, everyone!I'm new to working with Power BI and Freshservice, and I’m looking to connect the two in order to create a ticket analytics report/dashboard for senior leaders in our organization. Since I’m just starting out with this, I would greatly appreciate any guidance or advice on the steps I need to follow to achieve this integration.Additionally, I’m wondering if I would need any specific account permissions or roles in Freshservice to access the necessary data for this task. Any tips, resources, or insights would be incredibly helpful.Thank you in advance! 

We have been experiencing, for some time now, session expiration for Agents, sometimes mid-email, where it logs you out of Freshdesk. All of the help articles and answers refer back to the Freshworks Neo Admin Security page where you can change the value, like here:problem is we do not have any options in there at all, just a super basic User profile editor and link back to Freshdesk:This applies to all of our users, including everyone listed as a Freshdesk admin. What are we missing, if anything?

I am trying to have the data from Freshcaller to sync up with Freshsales but it is not allowing me to do it. It says the organization doesn’t exist or it is in another data center.

Good DayI am trying to configure the Azure Active Directory Provisioning (SCIM) app. This is a new installation, however i keep on receiving  a “Could not fetch custom fields. Please refresh the page and try again.” at the config page. Can you please advise is there a way to get this fixed  

We are a new Freshcaller customer and have been configuring the call queues. We’ve encountered an issue which is described well in a previous topic: Best Practices for Messages in IVR? | Freshworks CommunityWhen callers choose option 1 to remain in the wait queue (instead of option 2 for a callback), they hear the main message recording repeatedly until their call is answered, the max wait time has been reached, or they hang up out of frustration over the annoying and distracting message.In the previous topic from 3 years ago, it was advised the wait queue functionality was being enhanced and would be released in “Q2 of 2021.” The described enhancements should have resolved the issue we are seeing 3 years later. Was it never completed? 

Hello everyoneI am faced with the following challenge.I have two phone numbers (let's call them A and B) in the freshcaller and I would like that when phone number B is called, this call is prioritized over all other callers and there is a message, for example with a popup.do you know a possible solution or alternative?thanks

Hi all, we are trying to get our reporting set up and are running in to an issue of not being able to tag or set contacts as spam/robocalls. so these count towards missed calls for our agents. anyone have a good filter suggestion or way to eliminate spam contacts from reporting?  

Hey all,Something that is really puzzling me at the minute is, if there’s an ability to sign off agents in FreshCaller at the end of the day if they’ve left themselves logged in?For reference we track agent signed on time and which codes they use as a way to forecast and ensure we are resourced enough so it’s important we log the correct hours so when someone leaves their selves in a particular status overnight it affects our reporting.It seems like you’re able to if they still have an active tab but if they’ve made a dash for it which let’s face it most agents do when they’ve finished their shift and haven’t switched to offline it doesn’t seem possible in any way to sign them off from FreshCaller.Any help with this would be really gratefully received.Thanks! 

I have the following setup:4 support engineers assigned to a group called “Tech Support”, all with the role=Agent and all have access to ticket, phone and chat channels.I am  setup as account admin. I am not assigned the role of Agent and I am not part of the Tech Support group.When a caller calls our help desk number we see the following behavior across 3 scenarios related to the  FreshCaller Call config:when “Caller will be attended by”=specific agent, the specific agent gets the call, which is expected when “Caller will be attended by”=All Agents, all agents gets the call, I do not get the call which is expected as i do not have the role of agent in my profile When “Caller will be attended by”=Tech Group”, NONE of the Agents assigned to the group get the call, whereas I who is not assigned to it, actually do get the call! This is not expected! this is also the preferred scenario as we have agents assigned to other groups and they should not be getting calls targeted for tech support

Hi there,  Hoping I can make this make sense.  I work for a  organization that is moving over to Fresh Desk Contact Centre which we are very excited about. At the moment we are moving with one IVR with multiple menu options, however I am looking to move one of the options to have its own IVR ( this already has a  separate public number) .  This number will have its own messaging and menu options, however is it still possible to transfer to the second IVR or have calls over flow to it? Have included a visual of what I am talking about.  Any help with this would be great.Thank you. 

Hi everyone.For example we have 2 que.Support BillingOur customer pressed 2 and went to the Billing department. When the Billing agent wants to the transfer this call to Support que, they can’t. Because they allways have to select an agent. If there is no any available agents on the que, they can’t transfer.We need to transfer to selected que and after that, the que must distribute the calls with in rules.Is there any way to solve our problem? 

The call lifecycle feature captures each event that occurs during a call, for example, missed calls, wait queue time, call transfers, and etc, and lets you view the complete journey of a call.Now you will never miss a step or event that occurred during an inbound or outbound call.How is a call lifecycle useful? Easily get the complete context of a call Quickly identify the reasons for missed or ignored calls Effectively monitor agent productivity Click here to know more.

Hello all,We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.For us a call technically doesn’t count most of it’s metrics until it starts ringing in its queue or when it is in the wait queue.By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.I also find it is counting people who have rung before we are open and greeted by our closed IVR mean

Hello, I just new to freshworks.., I want to know about the customer feedback system like giving numbers to calling agents,. Is there any option to get feedback from customers..,RegardsMikal…,

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

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