Note: This feature is currently available only for new sign-ups on Freshdesk Omnichannel (all plans).


TABLE OF CONTENTS

Experience for Freshdesk Support Desk 

Freshdesk Support Desk will be the centralized system of record for customer information across Support Desk, Freshchat, and Contact Center products. Any change in the contact field will also impact the customer information viewed in other products.  

Agent permissions 

As an agent, you can create, delete, view, or edit a contact from the All Contacts page on Freshdesk Support Desk.

  • Go to All contacts > New > New contact




  • Add the following customer details: 

    • Full name 

    • Phone number

    • Other phone numbers and associated labels.  (Admins can create labels that can be used by agents)

    • Work phone

    • Unique external ID

    • Twitter

    • Company

    • Address

    • Timezone

    • Company Address

    • Languages

    • Tags

    • About


As an agent, you can edit or delete a customer’s contact information from the All contacts page on Freshdesk Support Desk. 

 

  • Go to All contacts > click on edit or delete

  • Contacts will be moved to the deleted contacts folder when it is deleted


  • To delete a contact permanently go to  the deleted contacts folder

  • A popup will appear to confirm the “Delete Forever” action

Deleting contacts is a permanent action, which will also impact the customer information across messaging and contact center products. 




As an agent, in addition to the existing fields, you can capture other phone numbers of the customer. These labels under other phone numbers are defined by the admin.

  • Go to create a new contact or edit a contact

  • Choose the appropriate label for other phone numbers and add details

 

 

As an agent, you can access the timeline, tickets, notes, forums, archived tickets, chat conversations, and call logs. 

  • Go to All contacts > click on the contact’s name

  • View customer details by clicking on the relevant tab

  • Call logs and conversations against the contact will open in Contact Center and Messaging respectively, and provide more visibility into the customer's history

  • Access previous chat conversations with customers by clicking on the Chat Conversations tab. A new window will open in Freshchat with the conversation history

  • Access call history by clicking on Call Logs. A new window will open in Freshdesk Contact Center with call metrics 

 

 

Admin Access

As an agent, you can create, delete, view, or edit a contact from the Customer Fields page on Freshdesk Support Desk.

As an admin, you can define labels for the “Other Phone Numbers”.

  • From admin settings, go to Customer fields  > click on other phone numbers

  • Define label names 

  • Click on done and then save

 

Customer view: Customer Profile

The customers will also be able to manage and update their profiles.


 


Convert a contact to an agent


As an agent, you can convert a contact to an agent

  • Go to contact details 

  • Click on the Convert to agent button 

  • You can convert to a full-time agent, support agent, or a collaborator

 




Experience for Freshchat

With UCR for Omnichannel, agents can gain visibility into the centralized contact details of customers, as well as the associated chat conversation history using the chat widget in Freshdesk. If needed, they can also add, update and edit customers’ contact details from the single Freshdesk interface, thereby ensuring consistent contact schemas. 


As an agent, you can edit a contact

  • Click on Edit in Freshchat 

  • You will be routed the to Freshdesk instance 

  • Update customer details and details on other phone numbers from here. 


When a customer emails, or calls at a later stage, the agent will be able to view the customer’s history.  






Experience for Freshdesk Contact Center

With UCR for Omnichannel, agents can gain visibility into the centralized contact details of customers, as well as the associated call history using the caller widget in Freshdesk. If needed, they can also add, update and edit customers’ contact details from the single interface, thereby ensuring consistent contact schemas 

 

  • Go to Call Metrics > click on the customer name

  • You will be routed to Freshdesk Support Desk to view complete customer information including timeline, tickets, notes, forums, archived tickets, chat conversations, and call logs. 



As an agent, you can import contacts to the Powerdialer list

  • Go to Powerdialer > click on Import Powerdialer List

  • You will be routed to Freshdesk Support Desk

  • Select contacts to be added to Powerdialer

  • Confirm the addition of contacts from the pop-up