Replying to a ticket via freshchat

Hi, does anyone know if you can reply from a ticket in freshdesk via freshchat? without having to actually go into freshchat and typing the message.  We will not be using email as a form of communication with our customers due to security concerns, everything will be done via our in-app chat and freshchat so email is a no go.  We will have back office teams who will be dealing more complex issues but they wont have access to send responses via freshchat.  I have received conflicting information from freshdesk support, Ive been told this is possible via an automation API and triggering a webhook but i have also been this isnt possible by another.  If anyone can offer any solutions or ideas that would be much appreciated, many thanks