Call queues let you manage your inbound calls effectively by routing them to the right agent, team, or external number. Also, if an assigned agent or team is busy or not available to take calls, you can take appropriate fallback actions, such as:
By default, Freshdesk Contact Center creates a global call queue for each user account. You can also create any number of call queues that fit your business requirements. For more details, see Setting up Call Queues
Additionally, call queues have with following capabilities:
Note: Free customers do not have the option to create a new call queue. They only have the global call queue with limited functionality:
We have a pay-as-you-go model where you can buy agent licenses as and when you need them and add more agents. You can add as many teams as you need in all our plans.
Freshdesk Contact Center additionally has a $0 plan where you can add as many agents as you want for free.
You can purchase features you require that are present in higher plans as add-ons. Contact us at email@example.com with the features you require.
When you subscribe to a Freshdesk Contact Center pricing plan, the features available in that plan are automatically enabled to your account. However, few features are enabled only on request even if you are subscribed to a plan. These features are:
For detailed instructions, refer to Upgrading or Downgrading Your Subscription Plan.
By default, the cost of any Freshdesk Contact Center plan is calculated per agent/month. When you upgrade/downgrade a plan, you can see the payable amount on your screen based on the selected plan, billing frequency, and the number of agents.
Note that your downgrade request will be effective only from the next billing cycle.
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