The Dialpad x Freshservice app delivers a seamless telephony integration designed to enhance agent productivity and streamline customer support operations. This user-friendly widget brings the power of Dialpad’s cloud-based communication platform directly into Freshservice, enabling agents to manage calls and tickets from a single interface. Key Features: Unified Call Handling - Manage both inbound and outbound calls effortlessly from within the widget—no switching between tools required. Live Ticket View - On every connected call, agents instantly see all tickets assigned to them along with their statuses, providing context at a glance. Smart Ticket Management - Create new tickets during the call. One-click navigation to any ticket for fast resolution. Real-Time Notes - Add or update notes on existing tickets in real time, ensuring complete and accurate call records. Contact Management - Quickly add new requesters or contacts to Freshservice without leaving the call screen. End Call Summary - After each interaction, agents can log essential details, notes, and a call recording URL for future reference. Recent Call Logs - Gain immediate access to recent call history for convenient follow‑ups and quick insights. Voicemail Integration - When a call is missed, the system automatically creates a ticket and attaches the voicemail to the created Ticket. Call Recording - All calls are recorded, with the recording URL easily accessible in the end‑call summary.