Freshdesk: Create Ticket from missed calls

[panda777]

I thought my ask is simple but it seems based on my research it's not possible?

Setup:
1) We got multiple call queues with many agents
2) Main issue we have is call back of missed calls
3) I'd like a ticket created from every missed call
4) I configured Freshdesk with API Key and Call journaling but no ticket is created from a missed call

Is it really the case that a call has to be answered for a ticket to be created?

Thanks for any help!

 

[edossantos]

This should be the case when more than 1 extension rings. If your queue is configured with a strategy that rings only 1 extension, the missed call should be logged.

 

[Neil_Mc]

If you can raise tickets by accepting email, set freshdesk up as a queue manager and enable notifications on missed calls

 

[Evolute IT]

If you can raise tickets by accepting email, set freshdesk up as a queue manager and enable notifications on missed calls

Dude, that's an idea I never thought of!

 

[panda777]

If you can raise tickets by accepting email, set freshdesk up as a queue manager and enable notifications on missed calls

I'm probably not enough advanced yet to understand that, can you point me in the right direction? How do I setup Freshdesk as a queue manager?

 

[digitaldoctor]

I'm probably not enough advanced yet to understand that, can you point me in the right direction? How do I setup Freshdesk as a queue manager?

In the Queues tab, I have a Queue called Phone Queue.


You can notify queue manager of when a queued call is lost.

The Queue manager is actually an extension.

 

[panda777]

In the Queues tab, I have a Queue called Phone Queue.

View attachment 19268
You can notify queue manager of when a queued call is lost.

The Queue manager is actually an extension.

View attachment 19269

This is fantastic, thanks dd!

 

[digitaldoctor]

This is fantastic, thanks dd!

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