December 2018 Product Update

As Christmas is just around the corner, we have two Christmas pressies for you.

Christmas present #1

The first one is for those Freshdesk users out there, as we’ve just released our Freshdesk integration.

So what does it do?
  • On receiving an incoming call on your Support Line, we’ll do a real-time lookup into your Freshdesk app and try to match the caller’s number to a contact.
  • If we find a match, we’ll either create a new ticket with a note including the call details and link to the call recording or if there’s an existing ticket open already, we’ll add the call note to that ticket instead.
  • If we don’t find a match, we’ll create a new Freshdesk contact, create a new ticket and add the call note to the ticket.

Simple, but really, really cool. Check out our integrations page for more details.

Christmas present #2

Simple one this, but something a lot of you have been asking for: the ability to download your call data from the portal in CSV format.

I hope these are useful to you and, as always, if you have any requests for new features please drop me a line!

Jez

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