Log IVR selections to Freshdesk tickets

Capture every IVR menu choice your callers make and store it in the Freshdesk ticket. Your support agents see exactly what the customer selected before they even pick up.

Available on: Team plan or higher

How it works

When a caller interacts with your IVR menu, JustCall records two things:

• The digit pressed (for example, 1 for Sales, 2 for Support)
• The message associated with that option (for example, "Press 1 for Sales")

Both values are logged alongside other call details in the corresponding Freshdesk ticket. This happens automatically for all incoming calls that pass through your IVR.

Why this matters

Faster context for agents. Agents see what the caller wanted before the conversation starts. No need to ask "How can I help you?" when the ticket already shows the customer pressed 2 for billing.

Better IVR optimization. Review IVR selection data across tickets to spot patterns. Identify which menu options get the most use, which ones confuse callers, and where to simplify your call flow.