When you receive a call the widget will open up with the name of the contact, if saved, and the number.
Viewing recent tickets of the contact
Once you pick your call you can update yourself with details like the previous tickets and the queries of the contact who is on the call using the recent tickets option.
Viewing recent calls of a contact
Similar to the recent tickets view you can also refer to a list of recent calls associated with the contact.
Missed calls to tickets
Every missed call or a voicemail is automatically created as a new ticket in your freshdesk account. This helps you reduce the instance of missing out on calls. You can easily return the call or respond to the voicemail once you are active to make calls.