A working internet connection is required to operate Freshdesk Contact Center. In some cases due to certain network issues: 

  • Your calls may be garbled 

  • Your calls may drop 

  • You may encounter one-way audio 

Running a network test can help you troubleshoot network issues,if any. You can run the test with the following network testing tools:

When you make your first outbound call in Freshdesk Contact Center, you will be prompted to test your connection. This ensures your network is ready to make calls through Freshdesk Contact Center. However, you can always test your connection by clicking on the ‘Test connection’ button next to your call widget. 


Info: Check Network Requirements and Recommendations to see general guidelines and connectivity checklist for Freshdesk Contact Center. You can also contact support@freshcaller.com in case of queries. 



Testing with Twilio Network test tool


Note: The Twilio test tool is enabled for Free and Growth customers.

  1. Click on the ‘Test connection’ button next to your call widget. 

  2. The Twilio test runs in a new browser window and displays the diagnostics. You can still use Freshdesk Contact Center normally when the test is in progress.
    Note: You will be asked to provide permission to access your microphone and will be asked to record a voice message. This is for testing purposes only.

  1. Make sure you clear all the tests (video tests are an exception). Check out the article here to understand the Twilio test results.

  2. When you hover over the ‘Test Connection’ button, you will see the last time you ran the test. 


Testing with testRTC Network test tool


Note: The testRTC tool is enabled for Pro and Enterprise customers.

  1. Click on the ‘Test connection’ button next to your call widget. 

  2. The testRTC page opens a new browser. On this page, click Start.
    When the test runs, you will be asked to provide permission to access your microphone and will be asked to record a voice message. This is for testing purposes only.

  3. The entire test takes two to three minutes to run, and once the test completes, you will see the results for each network quality as follows:

  1. Check out the article here to understand the Twilio test results. 

  2. When you hover over the ‘Test Connection’ button, you will see the last time you ran the test. 


Testing your connection from Freshdesk/Freshsales 

  1. Click on the phone widget inside your Freshdesk account.

  2. Click on ‘Test your connection’ located in the bottom right corner.

  3. Based on the subscription plan, your network is tested. You can still use Freshdesk/Freshsales normally when the test is in progress.