FRESHWORKS ACADEMY

Freshcaller Freshdesk Integration

Register for Freshworks University

By clicking Submit, I accept the Freshworks Terms of Service and Privacy Notice. Already a member of the Freshworks Academy? Take the course here

As an agent using Freshcaller within Freshdesk to handle support queries, you'll want to ensure that you’re using all aspects of the integration correctly. To do this, you’ll need to be aware of all the features at your disposal and the best ways to use them. This course will help you accomplish that. We will take you through the capabilities of Freshcaller and highlight how they can be used in tandem with Freshdesk to solve customer problems with ease.

In this course, we will cover:

  • Activating Freshcaller within Freshdesk: Understand how to get started with your new or existing Freshcaller account

  • Login and Onboarding: Set your availability status and choose the phone number from which you wish to make and receive calls

  • In-call functions: Learn to use notes, call forwards, and notifications, in addition to basic features such as mute and speakerphone

  • Features for agent efficiency: Convert missed calls and voicemails to tickets and review call metrics

  • Self-assessment tools: Interpret reports and use the live dashboard to guide your workflows

  • Forums, IVR settings, and call queues to help your supervisor plan contact center operations

Take this course by creating an account with Freshworks Academy.