Freshdesk is a customer service software (CSS) that helps businesses track, manage, and resolve issues that their customers run into while using their product or service. With Freshdesk, the support teams can provide service across multiple channels, including social, get a complete context from a customer’s timeline of events, assign tickets to agents via Omniroute™, manage shifts, and make use of other customer-support specific capabilities.
Freshservice is an internal IT helpdesk and service management platform that helps organizations simplify and automate their internal IT operations.
No. Currently, the integration only supports linking between one Freshdesk account and one Freshservice account.
No. Since this is a native integration and not a marketplace app, this will not consume the API limit counts.
You can achieve this by linking multiple tickets to a tracker in Freshdesk. You can then link the tracker to a Freshservice incident or a service request.
You can achieve this by linking multiple child tickets to a parent ticket. You can then link the parent ticket to a Freshservice incident or a service request.
No, the integration will work only if the accounts are in the same data center (region).
Currently, it is not available on the mobile app.
No. Internal agents on Freshservice are not allowed to respond to customers but can add private notes or responses on the Freshservice incident or service request which will be notified to the customer support agent on Freshdesk.
No. No additional costs. It comes free for all paid plans.
The Freshservice agent cannot directly change the status of the Freshdesk ticket. However, if the ticket field sync is set up on Freshdesk, whenever the Freshservice agent updates the status of an incident or a service request, it updates the status of the Freshdesk ticket automatically.
No. Only agents on Freshdesk will be able to raise incidents and service requests on Freshservice.
No. Freshservice agents cannot raise Freshdesk tickets using this integration.
Yes. Agents on Freshdesk and Freshservice will be able to attach files similar to how they do it on normal tickets, incidents, or service requests.
No. For audit logs, please reach out to support@freshdesk.com
Currently, this is not *directly* possible for Freshdesk admins. By adding tags & syncing fields from Freshservice, it is possible to set up reports on Freshdesk. However, Freshservice admins will be able to draw analytics on the tickets raised from Freshdesk using the distinct source ‘Freshdesk’
If the agents are the requesters on the Freshservice ticket, they will receive email notifications.
If the ticket field sync has been set up, the status of the Freshdesk ticket will be updated as and when there are updates on Freshservice. However, the Freshdesk agent will not be notified of status updates but for responses on an incident or a service request.
