December 2018 Product Update

• 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.