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If your Freshdesk Contact Center account is integrated with native Freshworks products (Freshdesk and Freshsales), you can do the following tasks within your Freshdesk Contact Center account:
Add a call to an existing ticket
Access the tickets associated with a call
View the leads/contacts related to a call from the call metrics tab.
What are the different integrated product actions?
Once you integrate your Freshdesk and Freshsales account with your Freshdesk Contact Center account, all your calls are logged in your Freshdesk Contact Center account under the Call Metrics section in Freshdesk Contact Center.
To view the Call Metrics section, click on the View Call Logs option inside the phone widget on Freshsales or Freshservice.
On the right corner, click on the integration icon.
If the icon is greyed out, no associated ticket/lead/contact is linked to that particular call.
Click on the icon to see the actions you can perform with respect to your integrated Freshdesk and Freshsales account. You can:
Create a ticket
Add to an existing ticket
Also, if the icon is colored, it indicates that a ticket related to the call exists.
You can view the ticket and go to that ticket’s detail page with a single click.
How to convert a call to a ticket from inside Freshdesk Contact Center?
To convert a call to a ticket from within your Freshdesk Contact Center account,
Click on the integration icon and select Create Ticket.
You can see that the Requester name, Phone number, Subject is auto-filled. You can edit the details if required and click Create ticket to confirm.
On successful ticket creation, you will see a notification with the ticket number.
To add a call to an existing ticket, click on the integration icon and select Add to existing Ticket.
Search for the tickets using the filter options - Requester, Ticket ID, or Subject.
Click on the + symbol to add the current call to the ticket.
For Freshsales integration, you can view the associated Leads/Contacts of a ticket. To open the lead/contact details page, click on the Lead/Contact inside the integration actions icon. A new window with the Lead/Contact details page in Freshsales opens up.