Notes Creation #

Connect is configured by default to add a new 'Note' on the matched Freshdesk Ticket when any answered call ends. The notes created are automatically populated with the time and duration of the call. Any dialled number, groups/queues and route path information will be added to the note where available.

Note creation can be disabled in the Freshdesk application settings for Connect.

Refer to the screen pop section for more information about how note creation works with multiple screen pop matches.