This integration provides a host of features and benefits that can be used to enhance the customer journey and experience. For example, as agents can see the details of any incoming calls, they can greet the customer by name. Moreover, with the help of screen pop integrations and access to customer history, the caller doesn’t need to repeat their ticket history, which allows agents to resolve tickets faster. 

By using our integration feature with Freshdesk, you can greatly increase agent efficiency as they don’t need to toggle between two different applications. Moreover, the CloudAgent widget is accessible within Freshdesk to make or receive calls. While on the call, agents can also use transfer, hold, mute, or conference options. Each phone call is considered a ticket and is automatically registered against the customer’s number.

You may access call records through the customer ticket history or your management dashboard. Keep track of everything with real-time agent performance and productivity reports. Voicemail notifications and abandoned call reports ensure that you never miss a call.