Phone Channel

What can I do if incoming calls are not being received by certain agents?
There is a possibility that you could have routed calls to a particular group using IVR, and the agents who are not receiving the calls are not be part of t...
Tue, 18 Jun, 2024 at 4:33 PM
Can we keep our helpdesk numbers hidden?
Our Call Masking feature can ensure that you don't have to reveal your helpdesk numbers. Along with a host of other features, Call Masking is available ...
Tue, 18 Jun, 2024 at 4:33 PM
I already have a Twilio number. Can I use it directly?
If you already have a Twilio number, you would have to contact Twilio and get the existing Twilio account SID. Once we have these details, we'll send an...
Tue, 18 Jun, 2024 at 4:34 PM
How long does it take to port a number to Freshdesk?
The number porting may take 2-4 weeks to complete, depending on the service provider. You will be notified by our service provider, through the email addres...
Tue, 18 Jun, 2024 at 4:34 PM
How can I record the calls that are made through the phone channel?
You will have to login to your Freshcaller account for configuring this. Please refer to this article to understand how this can be done.
Tue, 18 Jun, 2024 at 4:34 PM
How do I ensure I receive incoming calls only during business hours?
You can choose to accept calls only during your business hours and then leave an out-of-business-hours message as well. These can be set up under Admin -&...
Tue, 18 Jun, 2024 at 4:35 PM
Where to find recorded phone calls within Freshdesk?
You can find the complete phone history under the call history section on the dashboard. 
Tue, 18 Jun, 2024 at 4:35 PM
Can we alter the ringing time before a phone call is sent to voicemail?
The default ring time before the user is directed to voicemail is 30 seconds; currently, there are no options to change this.
Tue, 18 Jun, 2024 at 4:35 PM
How does the Phone work with respect to the app?
You will have to ensure that your agent has the Allow incoming calls option turned on. Also, disabling phone notifications on your app will disable ...
Tue, 18 Jun, 2024 at 4:35 PM
Can I port a third-party number to Freshdesk?
Yes, you can port a third-party U.S. local/toll-free number into Freshdesk. To initiate the process, you would have to help us with the LOA and latest billi...
Tue, 18 Jun, 2024 at 4:35 PM