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The Freshdesk-Freshchat integration helps support teams chat with website visitors and customers and take charge of their support tickets from one place. 

Using the Freshchat messenger inside Freshdesk, support teams can:

i) Get a complete view of their conversations - new, all assigned, assigned to me, and resolved along with any shared views they have access to. 

ii) Assign conversations to a group or a team member.

iii) Respond to conversations using a pre-defined canned response, emojis, words, or images. 

iv) Get contextual information like website navigation path, user profile, and a view of all the related Freshdesk tickets.

v) Get notified about a new conversation or response made to an ongoing one.

vi) Change the IntelliAssign (skill-based chat routing) status - active or disabled.

vii) Convert the resolved conversation into a new ticket or append to an existing one.

You can also easily navigate to the team inbox on Freshchat with a one-step click from the web messenger.