All Features Call Center Setup


Use the Freshdesk Contact Center voicemail system to ensure you do not miss any customer calls. Customize your greeting texts to create a smooth voicemail transition for customers.

Business Hours

Create rules around your business operating hours. Customize your call flows depending on your business hours.

Multi-Level IVR

Make your incoming call-receiving system feel professional to your customers using IVR. Customize your IVR call flow in Freshdesk Contact Center and prevent time-wastage through manual routing.

Shared Lines

Teams across geographies, functions can attend or initiate calls using shared number. Shared phone lines help you maintain a lean team while achieving greater First Call Resolution.

Call Center App

The Freshdesk Contact Center mobile app enables your agents to move around without worrying about missing an important call. It sticks to all the rules you set up on the web as well. You can enable push notifications and do much more.

Additional features

Route to Groups

Your incoming calls are routed to specific teams or agents depending on your preferences.

Custom Greetings

Craft your unique call queue experience for your callers using our customizable call queues.


All your incoming calls will be attended by Freshdesk Contact Center and routed to the right teams.

Wait Queues

Improve the waiting experience of your callers by announcing their position in the queue regularly.

Information Extensions

Play specific messages for specific caller scenarios.

Call Failover

Automatically forward calls to designated backup numbers in case of emergencies or local outages.

Call Blocking

Ensure your phone system is available always for your customers and block unwanted spam calls.

Real-Time Phone Provisioning

Buy a number and make a call immediately - No need to waste a single moment.