We have a freshplug that can now show contact information (name, mail id, organization) of your leads right inside the ticket view from Insightly.. Agents can not only see the contact details but track tasks associated with each leads and its status and priority.
The integration is good to get started. You can add new tickets, view opportunities, create new opportunity from a ticket, and more. Incase you want to reply to a ticket on a new lead or add a note to a ticket for a new lead and more, you can do that using integration tools like Automate.io where you can connect Freshdesk and Insightly CRM to set up more automation workflows.