Getting started with

Freshcaller in Freshdesk

An agent’s guide
 CONTENTS

1. Getting Started 02

2. Understanding the Freshcaller Widget 05

3. Making or Receiving Calls 09

4. Basic Functions in the Freshcaller Widget 15

5. Converting your Calls to Tickets 24

6. Exploring the Freshcaller Interface 28

7. Accessing Integrated Marketplace Apps 41

Freshcaller is a modern-day reimagining of our everyday phone system
for customer support teams. With its cloud-based architecture,
Freshcaller brings together the best of legacy features like IVR and
advanced capabilities like Smart Escalations to help you provide
excellent customer experience.

Simple and quick to onboard

Easily customizable

Intuitive call center metrics

Real-time call center insights

Contextual conversations

01
 Getting Started
As a Freshdesk agent, you can easily access the Freshcaller widget

from within your Freshdesk account.

#1 Log In

Once your manager adds you as a Freshcaller agent to the Freshdesk

account, you can start using Freshcaller to make and receive calls.
Log in to your Freshdesk account using the Freshdesk email address and
password.

Click here to login

You can use your Freshdesk login credentials to log in to both

your Freshcaller and Freshdesk accounts.

03
#2 Click on the call icon

A successful login takes you to your Freshdesk account.

Go to the bottom left corner of your screen and click on the Freshcaller
call icon.

Click the call icon to open

the Freshcaller widget to
make and recieve calls.

From now, you can manage all your calls from here.

04
 Understanding The
Freshcaller Widget
The Freshcaller widget provides all the required options that help

you make/receive call without leaving your freshdesk account.

05
#3 Know your Freshcaller widget

When you click on the call icon, the widget expands to show you the
recent calls, your current number in use and other functionalities.

Freshcaller widget inside

your Freshdesk account

With this widget, you can now handle calls without having to move to a
new tab.

06
#4 Set your availability

Sometimes, when you travel or have other emergencies, you may be

unavailable to take calls. In such situations, you can set your most
convenient availability status. This helps in routing calls to other
available agents.

Click this status button

to set your availability

You can see your current status on the top-right corner of the widget. To
change your status, click on the status icon and select the required
status. You can also choose to forward the calls to your mobile phone.

To update your mobile number, click on your profile picture and

go to your profile settings.

07
#5 Choose your phone number

You can choose a preferred number from the list of Freshcaller numbers
available to you.
The phone number displayed on the top left corner of the widget
indicates the current number in use
To change the number, click on the arrow and select the
preferred number from the list

Choose from the list of

numbers available to
make calls.

These numbers are added to your account by your Admin. If you

want to use a different number, contact your admin.

08
Making/Receiving Calls
Before you make the first call, test your connection and make sure

to grant access to your browser to use your computer’s

microphone.
#1 Search for a contact

You can search for a contact in two ways:

Search bar: Enter the contact name or phone number in the
search bar. If you search for a saved contact, the name gets listed
automatically.
Dialer: Click on the dialer available at the bottom of the widget
and enter the number you want to search.

Search for your contact

with contact name or
phone number.

You can also use

the dialer.

10
#2 View your recent calls

The Recent calls section displays the list of recent calls made. This can
also include the missed calls. To redial a number, hover over the number
and click on the call icon visible next to the number.

Click the dropdown and

select Recent calls.

This list of Recent calls help

you view the agents who last
spoke to the caller.

11
#3 Make a call

To dial a number, you can either use the call icon present in the search
bar or the search result.

Click on any of the call icons

to make a call.

You can see the status of your call connection in the widget.

Trying to connect you with

your contact

12
Once the customer attends the call, the widget expands and you can see
the duration of the call at the top of the widget.

The live timer indicates that your call is in progress.

Call is in progress

13
#4 Receive a call

When you receive a call, the widget opens up with the name of the
contact (if saved) and the number.

To answer the call, click Answer. Click Ignore to decline the call.

All declined calls will be routed according to the call flows that your
manager has set up.

To receive calls just click the

Answer button.

14
#5 View recent tickets

Once you answer the call, use the Recent ticket option to update yourself
with details related to the caller like the previous tickets and the queries.

While on the call, you can

view the list of tickets
associated with the contact.

15
#6 View missed calls

Each missed call or a voicemail is automatically created as a new ticket

in your Freshdesk account.

This helps you reduce the instance of missing out on calls. You can easily
return the call or respond to the voicemail once you are active to make
calls.

Every missed call is automatically

created as a new ticket.

16
 Basic Functions in
Freshcaller Widget
The Freshcaller widget provides various options that help you have

an effective and productive on-call experience.

#1 Use basic on-call functions

The Freshcaller widget provides basic functions and options that you can
use within your Freshdesk account, which you can use during an ongoing
call.
The options are:
Transfering calls to other agents or external number
Placing the call on hold
Muting/unmuting your microphone
Taking call notes

Basic functions that you can

use while on a call

18
#2 Add call notes

Call notes help you record the summary and highlights of a call. With
notes, you can set a clear context of the call.
You can use call notes:
For your own reference
As a reference for other agents when you transfer the call

Click on this icon to add

your notes. You can refer to
the notes later from your
call logs.

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#3 Transfer calls to agents/teams

During an ongoing call, you may sometimes feel that another agent in
your team can answer your customer queries better or the customer may
want to talk to a specific agent.

In such scenarios, you can transfer the call to any specific agent, an
entire team, supervisor, or to an external number.

Click on this to see the list

of available agents to
transfer calls.

20
You can initiate two types of transfer calls:

Warm Transfer: Use this to have a quick discussion with another

agent before transferring the call. You can provide all the necessary
details and continue to stay or disconnect once the call is
transferred.
Cold Transfer: Transfers the call to another agent immediately.
Unlike warm transfer, you cannot have any brief conversation
before transferring the call.

Click on this to initiate a

cold transfer.

Click on this to initiate a warm

transfer.

A warm transfer can be initiated only to individual agents within a

team. Click on the arrow next to the team name and then select
the agent.

21
In addition to transferring calls, you can initiate a conference call by
adding another agent to your ongoing call.

Add the agent on

conference if you want to
be part of the call too

Or just click here to transfer the

call to a specific agent

Also, you can get to know if your transferred/conference call was picked
up or not.

You can check the status of your

transferred call from here.

22
If the other agent declines or does not attend the call, you can resume
the call and try to transfer it to another agent.

When the agent declines or

is not attending the call, you
can immediately resume the
call.

You will also be notified if no agent is online to attend the transferred

call.

If no agent or team is online

you’ll see this message.

23
 Converting your calls
to tickets
You can now instantly convert your calls to freshdesk tickets from

within the Freshcaller widget.

#1 Convert calls to Freshdesk tickets

In addition to viewing the recent tickets and calls, you can also convert
your current call into a new ticket or add it to an existing ticket.

This will come in handy for a prompt follow up and keeping a collated
record of your customer’s journey.

Click the ‘+’ icon to convert your

current call into a new ticket or
add it to an existing ticket.

25
#2 Create a new ticket

You can see the new ticket created under the Recent tickets view.

A green tick indicates a successful creation of a ticket.

The current call is created as

a new ticket.

26
You can click on the newly created ticket and modify the fields based on
the caller's needs. You can do all this in real-time.
Once you click the ticket in the widget, the ticket’s details page
opens up.
You can also edit the contact’s details, add notes, or other ticket
details from here.

Click the ticket in the

widget to open the ticket’s
detail page

Fill in the contact’s

details here.

27
 Exploring the
Freshcaller Interface
This section provides information about the various options you

can explore inside the Freshcaller interface.

#1 Access the Freshcaller interface

You can access the Freshcaller interface in two ways:

Using the View all option under Recent Calls
Using the the Freshworks switcher icon

Click View all to open

the Call Metrics
section inside your
Freshcaller Interface.
In addition, you can
view other available
options and features.

Click the switcher and

select your Freshcaller
account.

29
#2 View advanced features in Freshcaller

The Freshcaller interface provides access to advanced features and

options that are not available within the Freshdesk widget.
The options/features are:
Agent Dashboard: Monitor your daily and monthly performance
Customer: Import and add customers
Call Metrics: View the complete list of call logs in your account
Voicemail drop: Create custom voicemail messages that can
be used during outgoing calls

Agent Dashboard

Customers

Call Metrics

Voicemail drop

30
#3 View agent dashboard

The agent dashboard provides visibility into the number of calls you
attended on a daily/monthly basis. Here, you can see:

The total number of incoming/outgoing calls made to your number

Number of incoming/outgoing missed calls
Number of incoming/outgoing transferred calls
Number of incoming/outgoing answered calls

Click on the home

button.

Click on the drop-down

to switch to monthly
view.

Check your daily/

monthly performance.

See details such as

customer name, call
recording, and call
timestamp.

Use this as a self-evaluation tool and keep a tab on your performance.

31
#4 View call metrics

Each call you attend provides multiple opportunities to understand and

improve your business. It can be a potential lead to upsell, or may help
you understand the most pressing issue in your product.

Freshcaller call logs help you get all this from a single screen.

Click to view details of

child calls (transferred
or callback)

Call type:
incoming, outgoing, Call recording
missed or voicemail Indicate that the call has
associated call notes,
voicemail transcripts,
or third-party
integration details

32
Tap anywhere on the call metrics table to open the call details section.
Here you can see:

Basic call details: Caller’s name, call type (inbound or outbound),

call timestamp, agent’s name, and the call timestamp
Call Summary: Gives you the complete summary of a call
record
App integrations: Details about the integrated apps

Basic call details

Third-party app
integrations

Detailed Call summary

33
When you have a huge list of call records in your account, finding the
right data can sometimes be challenging and overwhelming.

The filter options in the Call Metrics section lets you narrow down your
search results. For example, to see all the incoming calls on a particular
day, you can use the Time Period and Call Direction filters.

Click on the Filter

option

Select the required fields

and click Export

34
You can also select and export call metrics in CSV or Excel formats.

Click on the Export

option

Select the required

fields and click Export

35
#5 View/import customer

Use this tab to save the contact details of customers. Here, you can see
the list of recently dialed or received calls in your account.

You can also do the following:

Create a new contact
Bulk import the list of contacts in a CSV file

Click on the
customers icon.

Hover over a
number and click
the edit icon to open
the contact details.

Though your Freshcaller and Freshdesk accounts are integrated,

you may still have to import and add your customer list to
Freshcaller account.
This ensures a seamless integration between both your accounts.

36
Create a New contact

Click Add a contact to open the Add new Contact form

Fill the details and save the form

Click Add a
Contact

Enter contact name,

phone number, and
email address and save
the details.

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Import Contact List

Click Import Contact List

Choose and upload the csv file. You can also download the
readily available template and fill the details

Click Import
Contact List

Upload the csv

file with contact
list

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#6 Drop voicemail messages

The Freshcaller interface allows you to record custom voicemail

messages and use when an outgoing call you make goes unanswered.

Click on the
Click on New
Voicemail drop
voicemail drop
icon
option.

Fill the details

and click on Add
Voicemail.

39
You can view and use the recorded voicemail message when you make an
outgoing call within the Freshdesk widget.

Click here to see the list

of recorded messages.

Select the message from

the list and click Send.

40
 Accessing Integrated
Marketplace Apps
The Freshcaller Marketplace integrations allow you to easily access

and manage customer data available in other third-party

integrated apps.
#1 View third-party app details

When you dial or receive a call, the customer details are automatically
fetched from the third-party app, integrated on your Freshcaller account.
You can see the customer’s basic details in the incoming call notification.

View customer’s basic

details such as contact
name, recent order/
ticket id from the
integrated app.

If the customer information is not available in the app, you will

not see any details.

42
Once the call is connected, you can view detailed information about the
customer from the app within the widget.

You can modify the customer details or create new details. When you
click on the hyperlinked options, you will be redirected to the app’s
interface where you can update the change.

Click on the hyperlinked

options to modify the
details directly on the
integrated app.

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 Write to us:

support@freshcaller.com