Agents switch between separate tools
A desk phone or separate dialer pulls the conversation away from the customer history and the work already in progress.
FyneDesk Voice
Phone support, built into your helpdesk.
Make and receive customer calls from your desktop browser, keep every call tied to the customer ticket, and add optional recording without a desk phone or separate softphone app.
Browser-based callingEvery call on the ticket$15 per voice seat
Voice call activity
IN
Inbound customer callRinging available agents
Ringing OUT
Follow-up from the ticketCustomer history connected
Connected MIS
Missed customer callLogged and team notified
Logged Keep the conversation connected
Phone support loses value when the call lives outside the ticket.
Inbound calls wait for the wrong person
Customers lose time when a call depends on one extension instead of reaching whichever support agent is available.
Call notes and recordings scatter
Follow-up gets harder when call activity, missed-call context, consent, and recordings are stored away from the ticket.
Calls that live on the ticket
Put browser calling inside the support workflow.
FyneDesk Voice connects the call bar, customer record, ticket history, missed-call notification, and optional recording so agents can keep working from one place.
01
Make and take calls
Give voice-enabled agents a browser call bar
Agents switch themselves available for calls, then place and answer customer calls from their desktop browser without phone hardware or a separate softphone app.
- An admin enables the add-on and assigns a paid voice seat to each calling agent
- Available agents can place outbound calls from the browser
- Inbound calls ring every available agent at once; the first to answer takes the call
- If nobody answers, FyneDesk logs the missed call and notifies the team
02
Bring your own Twilio
Keep your number and pay Twilio directly for usage
Connect the company Twilio account through a guided setup and choose the phone number agents will use. FyneDesk charges for Voice seats; Twilio bills the number, minutes, and recording storage directly.
- Use your own Twilio account and phone number
- Avoid marked-up calling minutes from FyneDesk
- Pay Twilio usage rates directly, typically just a few cents per call
- Keep control of the carrier account and number
03
Keep the history together
Log every call and make recording an explicit admin choice
Inbound and outbound calls stay with the relevant customer and ticket. Recording remains off until an administrator confirms the consent setup and chooses a policy.
- Attach inbound and outbound call activity to the relevant customer and ticket
- Set the consent wording, confirm it is right for your region, and announce it before recording
- Attach recordings to the ticket for playback
- Choose recording off, optional, or always, plus how long recordings are kept
Verified product scope
Add Voice only for the agents who need to call.
Voice costs $15 per voice-enabled agent each month on Pro, Business, and Enterprise arrangements. Twilio bills call minutes, phone numbers, and recording storage directly to your own Twilio account.
Compare plansCapabilityStarts on
Browser calling tied to the customer and ticketPro
Ring-all-available inbound routingPro
Missed-call logging and team notificationPro
Optional recording with a consent announcementPro
Admin recording policy and retention controlsPro
$15 monthly seat assigned only to calling agentsPro
Frequently asked questions
Voice questions
Do I need a phone system?
No. Calls run in the desktop browser. You connect your own Twilio account for the phone number and call usage.
What does Voice cost?
Voice is $15 per month for each agent assigned a voice seat, on top of the FyneDesk plan. Twilio bills call minutes, phone numbers, and recording storage directly, typically at low usage rates.
Which plans can add Voice?
Voice is a paid add-on for Pro, Business, and Enterprise arrangements. It is not available on Free.
Are calls recorded?
Recording is optional and off by default. When an administrator enables it, callers hear a consent announcement and the recording attaches to the ticket. Administrators choose the recording policy and retention period.
Can I keep my phone number?
Yes. You bring your own Twilio account and number.
Bring calls into the workspace
Give phone support the same history as every other request.
Add Voice for $15 per voice-enabled agent each month. Bring your own Twilio number and pay only Twilio usage rates.
$15 per voice-enabled agent each month. Twilio usage is billed separately by Twilio.