You can configure the Twilio set up to organize and associate the calls with the contacts, tickets, and accounts in your helpdesk. Users with Permission for managing Support Channels can only access this feature. 

  • Administration ⇨ Manage Organization ⇨ Integrated Apps ⇨ Click Twilio 
  • Enter the Name, Account ID, Secret SID, Secret key from Twilio to create and update the account. 
  • Tap security icon, here you can add phone numbers and give permissions to specific users.