FreshDesk - Calls & NotesUpdated 2 years ago
FreshDesk Call Widget
Basics
The FreshDesk call widget provides basic functions and options that you can use within your Freshdesk account, which you can use during an ongoing call.
The options from left to right are:
- Taking call notes
- Transferring calls to other agents or external number
- Placing the call on hold
- Muting/unmuting your microphone
- On-call keypad
- End call
You are also able to view recent calls and tickets for the contact. This is useful to check out for any ongoing cases, and you may be able to add your call to that ticket if it is relevant.
Adding Call & Notes to Tickets
Objective
There are an increasing number of cases where a customer has been informed something by customer service staff and the only way to verify this information is to manually check call recordings for verification.
By improving our team communication with clear, concise notes that are easily accessible to everyone, we will avoid another staff member providing the customer with conflicting information if they need to talk to us again, and potentially angering the customer.
Call notes help you record the summary and highlights of a call. With notes, you can give a clear idea of what happened on the call. You can use call notes:
- For your own reference
- As a reference for other agents when you transfer the call
- For other staff members that may deal with the case to know what has been done & said to the customer
- For management to review what actions have been taken by the staff member on a call
What to put in the notes:
- Information you've provided the customer. Some examples below:
- What code you gave them for a discount
- Shipping timeframes
- Tracking number for their order
- Features of a product they were inquiring about
- What code you gave them for a discount
- The troubleshooting that was performed with the customer
- Any agreements or promises that have been reached
- E.g. discounts, returns, refunds etc.
- Also if these agreements were approved
Adding notes and call recording to a ticket will be mandatory for every call
Process
- In the top left of the call widget there is a little plus symbol. If there is an ongoing ticket you can add to that, alternatively you can create a new ticket for the call.
- E.g. If it is a voicemail or missed call you can click "Add to existing ticket" and use the ticket number from the missed call to add the call recording and notes to that call.
- E.g. If it is a voicemail or missed call you can click "Add to existing ticket" and use the ticket number from the missed call to add the call recording and notes to that call.
- Click the symbol in the bottom left of the widget and type in your notes, at the end of the call hit save.
- When creating a new ticket for the call
- You can see the new ticket created under the Recent tickets view. A green tick indicates a successful creation of a ticket.
- You can click on the newly created ticket and modify the Ticket Properties based on the caller's needs.
- You can do all this while on the call. Once you click the ticket in the widget, the ticket’s details page opens up.
- You can also edit the contact’s details, add notes, or other ticket
- All calls will be saved as Open unless changed while on the call. If you forget to change the ticket information on the call you will need to find the ticket, change the subject line and fill out all the ticket properties as required, as you would with any other ticket
Example of new ticket and notes "Test test" were used on widget for the call.