Freshdesk is a cloud-based customer support and helpdesk solution designed to help businesses address customer inquiries, manage support tickets, and deliver exceptional support experiences. It provides features like ticketing, automation, knowledge base management, and analytics for improving customer support workflows. Freshdesk also integrates with numerous platforms, enabling teams to connect their support system with sales, marketing, and operational tools. By integrating Freshdesk with Frends iPaaS, businesses can streamline customer service processes, automate ticket management, and connect Freshdesk with other enterprise systems for a unified customer experience.

Business use cases

Ticket synchronization with CRM systems

Support teams often need to ensure that customer ticket data is synchronized with CRM platforms like Salesforce, HubSpot, or Dynamics 365. Frends can automate this process by integrating Freshdesk with CRMs. For example, when a new support ticket is created in Freshdesk, Frends can update the customer's CRM record with the ticket details, providing sales and customer success teams with full visibility into customer interactions.

Automated ticket assignment workflows

Freshdesk enables teams to assign tickets, but using Frends, businesses can automate complex assignment workflows. For instance, Frends can evaluate the category of an incoming ticket and assign it to the appropriate team or agent based on workload, expertise, or geographical region. Frends can also notify the assigned agent via Slack, Microsoft Teams, or email, ensuring quick resolution.

Integration with ERP systems for order and billing inquiries

Customer inquiries related to orders, billing, or inventory often need data from ERP systems like SAP, Oracle, or NetSuite. Frends workflows can integrate Freshdesk with ERP platforms. For example, when a ticket related to an order is received, Frends can retrieve real-time order status or billing details from the ERP system and automatically update the ticket or provide the support agent with the necessary information.

SLA monitoring and notifications

Meeting SLAs (Service Level Agreements) is critical for customer support teams. Frends can enhance SLA monitoring in Freshdesk by automating escalation workflows. For instance, if a ticket is nearing or has breached its SLA, Frends can escalate the issue by notifying a manager, reassigning the ticket to a higher-level support team, and logging an SLA breach incident.

Integration with knowledge base systems

Freshdesk includes a knowledge base for self-service articles, but organizations might want to sync it with third-party content management tooling. Frends can connect Freshdesk to platforms like SharePoint, Confluence, or Google Drive. For example, when a new help article is published in one tool, Frends can automatically sync it with Freshdesk, ensuring that the knowledge base remains up to date.

Customer feedback and survey automation

Collecting feedback after resolving a ticket is essential for understanding customer satisfaction. Frends can integrate Freshdesk with survey tools like SurveyMonkey, Typeform, or Google Forms. For example, after a ticket is resolved, Frends can automatically trigger a customer satisfaction survey and log the results in Freshdesk for further analysis.

Ticket prioritization based on customer data

Not all support tickets have equal priority. Frends can automate ticket prioritization by integrating Freshdesk with other customer data platforms. For instance, when a ticket is created, Frends workflows can check the customer's priority status based on data in Salesforce or a loyalty platform, assign the appropriate priority tag to the ticket, and route it accordingly.

Notifications for team collaboration

Customer support often requires collaboration between multiple teams. Frends can integrate Freshdesk with collaboration tools like Slack or Microsoft Teams. For example, when a high-priority or complex ticket is created, Frends can post a message in a dedicated support channel with ticket details and provide team members with action prompts.

Integration with e-commerce platforms for customer inquiries

E-commerce businesses often receive support inquiries related to orders, shipping details, or returns. Frends can integrate Freshdesk with platforms like Shopify, WooCommerce, or Magento. For example, when a customer raises a ticket requesting shipping status, Frends can fetch live status data from the e-commerce platform and include it in the ticket for the support team or provide instant automated responses to the customer.

Refund and return process automation

Refund and return workflows require coordination between Freshdesk and payment or inventory systems. Frends can automate these workflows, ensuring timely processing. For instance, when a refund request is raised in Freshdesk, Frends can validate the refund in the payment gateway (e.g., Stripe, PayPal) and notify inventory or logistics teams for item processing while updating ticket statuses in Freshdesk.

Support analytics and reporting

Freshdesk provides basic reporting, but Frends can extract Freshdesk data and connect it to advanced analytics tools like Tableau, Power BI, or Google Data Studio for deeper insights. For example, Frends can automate workflows that generate dashboards showing ticket resolution times, agent performance, or SLA compliance trends, helping teams optimize support operations.

Multi-channel support integration

Freshdesk allows for multi-channel support (email, chat, phone, etc.), and Frends can integrate these channels with other platforms to ensure seamless workflows. For example, Frends can automatically link social media mentions (e.g., Twitter or Facebook messages) to Freshdesk tickets, ensuring support teams address all customer touchpoints.

Integration with project management tools for escalations

Complex support tickets often require collaboration with other departments or teams. Frends can integrate Freshdesk with project management tools like Jira, Asana, or Trello. For example, when a non-standard support ticket requires development fixes, Frends can create a task in Jira based on the Freshdesk ticket and keep the two systems synchronized for status updates.

IT support and incident management integration

Freshdesk is often used for internal IT support tickets, and Frends can integrate it with ITSM platforms like ServiceNow or PagerDuty. For instance, when a critical IT incident is raised in Freshdesk, Frends can forward the incident to the ITSM system for tracking and resolution while maintaining real-time status updates between tools.

Subscription and account management workflows

For businesses managing subscriptions, Frends can integrate Freshdesk with billing platforms like Recurly, Stripe, or Chargify. For example, when a subscription-related inquiry is raised in Freshdesk, Frends can retrieve account details from the billing system, update the ticket with relevant information, and assist the support team in resolving the request faster.

Chatbot integration for automated responses

Freshdesk includes chat capabilities, and Frends can integrate it with AI-driven chatbot platforms like Dialogflow, Microsoft Bot Framework, or IBM Watson Assistant. For example, Frends workflows can handle common FAQs and route only more complex queries to Freshdesk agents, improving response time and reducing agent workload.

Archiving and compliance workflows

For organizations in regulated industries, archiving support tickets for compliance purposes is crucial. Frends can automate this task by exporting resolved Freshdesk tickets to secure storage systems like AWS S3, Azure Blob Storage, or an on-premises solution to meet data retention policies.

Automated subscription cancellation handling

Customer-specific subscription cancellations can be streamlined by integrating Freshdesk workflows. When a customer submits a cancellation request, Frends can validate their subscription status in systems like Salesforce or Stripe, process the cancellation, and send confirmation emails while updating the Freshdesk ticket automatically.

Renewal and upgrade notifications

Frends can integrate Freshdesk with marketing platforms like HubSpot, Marketo, or Mailchimp to automate renewal and upgrade workflows. For example, Frends workflows can monitor ticket conversations for upsell opportunities, send subscription renewal reminders to customers, and push opportunities back into marketing automation systems for better targeting.