Phone features not built yet
Not availableCalls work in the helpdesk, but a few phone features do not: ringing agents' own mobiles, listening in, callback requests, spam call detection, phone system apps and numbers outside the US and Canada.
The helpdesk takes and makes phone calls; see Take phone calls in the helpdesk. These parts of phone support are not built, and none has a date.
| Not built | What to do instead |
|---|---|
| Ringing an agent's own mobile when they are away from the helpdesk | Add a Forward to a number step in the call flow for an on-call phone, with voicemail after it. See Call flows and phone menus. |
| Listening in on a teammate's call, or whispering to them | Record calls and play the recording on the ticket afterwards. See Voicemail, call recording and transcripts. |
| Callback requests, where a caller leaves the queue and is called back later | Send long waits to voicemail, or offer a text with Send to SMS, then call back from the ticket. |
| Spam call detection | Calls from unwanted numbers still reach the queue. Close their tickets as spam. |
| Phone system apps such as Aircall, RingCentral, JustCall, CloudTalk, Ringover or KrispCall | Use the helpdesk's own voice lines, or keep that system and let it email call summaries to your support address. |
| Numbers outside the US and Canada, and moving a number you already have from another carrier | Ask your current provider to forward calls to your helpdesk number. |
Related articles
- Take phone calls in the helpdeskPut a voice line on one of your numbers so calls ring your agents in the browser, every call becomes a ticket, and you control greetings, queues, voicemail and recording.
- Answer and make callsTake calls in the browser, from the incoming call banner to the call bar (mute, hold, record, transfer, hang up), call a customer from a ticket, and fix calls that do not ring.
- Call flows and phone menusBuild what callers hear and where each call goes: hours, menus, queues, voicemail, forwarding and more, as a tree of steps you edit on the voice line's page.
- Phone numbersGet a local or toll-free number in the US or Canada for calls and texts, rename it, and release it. Growth Dept pays for every number.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.