Freshdesk Contact Center (formerly Freshcaller) inside your Freshservice account

Any business that relies on computers or any tech tool eventually faces maintenance cramps and unforeseen computer blank outs over time. And the immediate reflex to such incidents is frantically calling up the IT service desk of your company. The Freshservice-Freshdesk Contact Center integration helps you tackle such situations better with the virtue of a clear and detailed phone call.


Freshservice admin settings | Freshdesk Contact Center Freshservice integration

What does your team gain out of this integration?

As your business scales, there will always be a certain challenge that you’ll need to solve. And creating a work environment where your employees feel heard and have confidence in your IT team for any issue they face matters a lot in the long run. With the Freshdesk Contact Center-Freshservice integration, you can make sure that you manage your internal support requests better, and provide your IT team, a system to improve the whole experience of IT support within your organization.

Benefits of Freshservice integration

Handle service requests over a more accessible channel

When your service desk is all about supporting employees’ requests, solving an unexpected techcrunch and ensuring that their systems are up and running 24/7, your IT team needs to be available to every employee all through the day. With business hours-based routing and call queues, you can ensure all-day support. Also, with a phone channel in place, your IT agents can understand the context of the request, the priority of the issue and the magnitude of the problem from the tone and urgency of caller within the first few seconds of a call. This way an employee can access your IT team with any time-sensitive issue, get it sorted then and there and use the ticketing system for the ones that can wait a day or two.

Freshservice ticket thread with call details

Ensure your global employees can reach out to your central IT team

Even if your business expands to multiple locations and you still have a centrally located IT team, your team should still be able to deliver consistent support to all. You should be no less accessible to an employee who is miles away and does not have the option of walking to your desk, as compared to someone in the same office. With an integrated phone system in place along with Freshservice, an overseas employee can reach out to you over a phone call as much as a local employee. Also, since every call gets automatically logged with the tickets related to a specific employee, your IT team can look at every employees’ problem history and other details from a single system and immediately relate to it when an employee calls.

Phone system for IT teams

Stay in sync even if your IT team is spread all over the world

A huge challenge for IT teams that are based out of multiple locations is accessibility and a channel to communicate instantly with your fellow IT teams from other branches. With an integration in place, you can customize your phone system to smartly escalate calls to the right department, set an IVR menu to reduce handle time and help your agents attend the right calls. Even after all this, if an employee needs to be directed to another support agent or department, you can transfer your calls manually as well. An added advantage of this integration is that you’re not just equipped to transfer calls with Freshdesk Contact Center, but also the context of the calls by being able to transfer call notes too.

Phone system for IT teams

Access all voicemails and missed calls as saved tickets

An employee calls your IT service desk when they are in dire need of a quick solution. But given the nature of a support job, the possibility of being tied up with a huge volume of tickets makes it impossible to pick every call that comes their way. Also, they could easily miss out on these calls and voicemails amongst the huge pile of tickets. With Freshdesk Contact Center, all these voicemails and missed calls are automatically converted into tickets so that your IT team can attend to them as soon as they have enough bandwidth. This way, they not only get to do their job well, and never miss out on calls anymore, but also come by as a reliable and responsible support team amongst the callers.

Missed calls and voicemails saved as tickets

Quicken every follow-up by adding your call to an existing ticket

One of the most irresponsible falters from an IT team’s end is not following up on a call as promised. For an employee, a lot of work and productivity would be at stake if the issue is not rectified as promised. The best way to make sure that your agents don’t accidentally miss out on follow-ups, is to convert your calls to tickets or add them to an existing ticket. All this is possible from within the Freshdesk Contact Center widget inside your Freshservice account. This way every employee’s issue is accounted for and builds your credibility amongst the employees.

Convert calls to a ticket

Implement smart work around over a pre-recorded message

Annoying downtimes and badly timed software blackouts aren’t new to a business. And this situation turns out to be a dreaded nightmare for the IT support team with too many calls coming in from every direction and from every other employee in the company. Instead of having to individually answer every call and explain the same scenario to your employees, setting up a pre-recorded message over an IVR can be a time-saving work around in such scenarios. With an integration in play, you can easily set-up an IVR menu where the welcome message is a common announcement of the down time and an ETA of when they can expect things to get back to normal.

Pre recorded message

Freshdesk Contact Center (formerly Freshcaller) from within Freshservice — How to make the best use of a phone system for your IT needs

Access recent calls with ease

With the three most recent calls listed right within the Freshdesk Contact Center widget inside Freshservice, you can connect with your recently contacted employees in just one click.

Transfer call notes

While on a call, note down all the important details that would help you or your colleagues to have most effective conversations with a given employee in the future too.

Set agent availability status

Based on if or not an agent is available to pick calls, set the status — available on browser, available on mobile or offline from within the widget. Leverage this to help route calls smartly.

Transfer calls to your colleagues

Distribute calls to the most relevant team or agent and reduce hold time for the caller. Help them to reach specific agents or teams quickly and with ease.

View recent tickets of an employee

Look up the recent tickets of a specific employee to get clear context without having to switch to a different module.

Stay alert with desktop notifications

Automatically get notified when you receive an incoming call even if you are working with another application or have minimized the browser window.

Integration with in-house software vs third party software

Almost every growing business comes to a point where two paths diverge— what to opt for? Wait for an in-house integration or manage with a third party integration. While both have their own points of difference, weighing all their pros and cons gave us some insights.

In-house software
Third party software
Smoothly synced data

Data is of no use when it’s found lying around as non-cohesive bits. With an in-house software though, making sense of all Freshservice and Freshdesk Contact Center data that is synced in a single system is easy. This way your business will have better control over all important business data and can see the bigger picture.

Siloed in terms of useful data

Being an entirely external environment, a third-party app would have no context of what data is important and useful to you. This might leave you siloed and clueless when trying to make sense of the way your data is processed by them. This tends to create an information gap between the two systems.

Reasonably priced

Given that Freshdesk Contact Center is from the same company as that of Freshservice that you are already a customer with, you tend to enjoy the benefits of loyalty. This way you needn’t shell out much on top of your regular plans for separate vendor processing.

Makes you spend a lot

A third party software tends to demand a pretty heavy price for every additional IT agent using the integration. This recurring cost in terms of implementation is a huge bottleneck as your business expands and team grows.

Data is within your reach

With an in-house software, collecting customer data and user patterns becomes simple and flexible. With this data, one can strategize business growth plans, spruce up your customer loyalty programs and set-up targeted marketing campaigns.

Data might be tough to access

The data in this case resides between entirely different business systems and requires you to go through a series of regulations and security protocols before you get to access your data. This tends to tie down your control, thus delaying your data dependent plans and operations.

Reliable and familiar support

Support is key to any service. With this integration, you can be sure about the quality of support that both these products would offer. If you can’t get help when you need it most, it can sometimes turn to be a deal breaker for your organisation.

Has the risk of unreliable support

Since you’re new to associate with a third party brand, there is a certain risk of being victim to their shoddy support. This could affect you big in aspects of long downtimes when there is no one to respond to your queries.