Can you ensure the following:
- Your Freshdesk account is set to accept calls via Browser/app (from the Call Button next to the Agent Avatar).
- The option to allow incoming calls on the app is turned on (under the App Settings).
- If you are receiving calls from the browser but not on the app, then please ensure the Freshdesk app is running in the background and not closed.
Please write to firstname.lastname@example.org if you are facing issues in finding the options listed above.