Transcribe Freshdesk Contact Center recordings the long escalations too.
To transcribe a Freshdesk Contact Center (formerly Freshcaller) call, download the recording from the call log or the linked ticket and upload it here; a 70-minute escalation comes back in under 3 minutes. The first 20 minutes are free, and a QA lead's month of 120 sampled calls at 22 minutes (2,640 minutes) fits the $24 pack of 5,000 minutes.
Support calls, readable
The ticket says the call happened. The recording holds the reason it escalated.
Where Freshcaller keeps calls
Recorded calls appear in the contact center's call logs and are usually attached to the ticket the call created. Whether you can download one depends on your role and the account's settings; when you can, it typically saves as an MP3, but check what you get. An admin can open access if the option is missing. Older accounts may still show the Freshcaller name in menus.
Upload, or share a folder
Put the file in the box above. A support call rarely comes near the 500 MB the box takes or the 2 GB allowed before a pack. For a review batch, collect the downloads in a Google Drive folder and paste its share link; each call returns as its own transcript.
A QA month in minutes
Sampling 30 calls a week at about 22 minutes is 660 minutes a week, or roughly 2,640 over four weeks, which is a $24 pack of 5,000 minutes. A single 70-minute escalation takes 20 free minutes and then the $6 pack of 500, leaving 450.
What QA does with it
Score the call from the brief and the quotes instead of the full replay, copy the customer's exact complaint into the ticket, and ask the chat whether the agent offered the refund. Chapters show where the call stalled.
Why call QA stays small
A reviewer can listen to a few calls a day. The queue records hundreds.
✗ Recordings in the queue
Quality review means listening at playback speed.
- A handful of calls sampled
- Scores based on partial listens
- Escalation causes guessed at
- Customer wording lost in the ticket
- Training examples hard to find
- Order numbers replayed twice
✓ Calls you can scan
The same recordings, reviewed as text.
- Under 3 minutes for a 70-minute call
- Customer and agent named in the summary
- Error codes and dates listed
- Chapters marking where it escalated
- A chat across the call
- DOCX or JSON for the QA sheet
Sample
A Freshdesk Contact Center escalation, as it comes back.
Illustrative lines written for this page, not a real support call. The timestamps follow a 70-minute escalation.
Export
One transcript. Five clean formats.
Every pack exports all five — no format is held back for a higher tier.
Plain text
De-ummed paragraphs. Ready to paste.
SRT captions
Timed to the speech. Every video editor reads this.
WebVTT
HTML5 player + YouTube uploads.
Show notes
Formatted with chapters and pull-quotes.
Machine-readable
Timestamped text for your own tools.
Pricing
Honest pricing, no surprises.
A pack from $6 (500 minutes) opens the full transcript. After that, no subscription and no auto-renew — every tier is a one-time minute pack, and credits never expire. Buy once, use the minutes whenever you need them.
Casual pack
$6/500 min
8 hours of audio — $0.72 an hour. One-time — credits never expire.
- 500 minutes of audio
- All export formats
- AI chat over the whole transcript
- Executive summary & key quote
Best value
$12/2,000 min
33 hours of audio — $0.36 an hour. Credits never expire.
- 2,000 minutes of audio
- Summary, chapters and key quotes
- All export formats
- AI chat over the whole transcript
Bulk pack
$24/5,000 min
83 hours of audio — $0.29 an hour. Credits never expire.
- 5,000 minutes of audio
- Summary, chapters and key quotes
- API access for batch pipelines
- All export formats
FAQ
Freshdesk Contact Center recordings, answered.
How long does a 70-minute support call take?
Under 3 minutes, at about 2 minutes per hour of audio. A typical 12-minute call is done in well under a minute.
Can WhipScribe read calls from Freshdesk directly?
No. There is no Freshdesk or Freshcaller integration and no bot in your contact center. Download the recordings and upload them, or paste a Google Drive folder link. Nothing is written back to the ticket; copying the useful lines across stays a manual step.
How do I size a pack for call QA?
Multiply calls by average length. 120 calls at 22 minutes are 2,640 minutes, so the $24 pack of 5,000 minutes; 60 calls of the same length are 1,320 minutes and fit the $12 pack of 2,000.
Do customers need to know they are recorded?
A recorded call needs whatever consent the law where you are requires. Contact centers usually play a notice in the IVR; keep it in place.
Can it handle accents and product jargon?
Product names, codes and English terms inside other languages are kept as spoken, and 99 languages are detected automatically. Read critical figures against the audio using the timestamps. The summary says which side raised each issue, which is usually the first thing a QA form asks.
Is customer data kept private?
Recordings are transcribed on our own servers and are never used for training. Delete a call and its transcript once the review is done.
Related
More support-call pages
Upload a support call. Review the escalation in minutes.
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