Post your questions now >>> On-thread AMA on Freshdesk Integrations

Hello ​@ashep5654941 Can you please elaborate on what you’re referring to as Tasks? If you’re referring to tickets, they should be able to search or filter for tickets assigned to them. 

Every ServiceDesk I’ve worked on has only ever used tasks as a double check method for a agent to double check their work. The tasks are always managed by the agent who is assigned the ticket. 

Is this just due to the size of teams i’ve worked in. 5 ServiceDesk and 5 Infrastructure or are we working in a way that contradicts best practice

The “Have you tried our AI Copilot for Developers yet? It lets anyone—even without coding experience to create integrations and workflow apps effortlessly by talking to our AI assistant, Freddy.” is there a reference article to look more into AI COpilot Developers? That would help where I am trying to figure out a custom workflow because someone wants a specific rule created for events (like Tickets, Changes, etc) that are not natively supported in FS

Got it! If you ever need help leveraging the native automation route, feel free to reach out. Native automations are more reliable and operate with near-zero downtime, and our team can support you to make the most of them with minimal disruption.

From the Task module…. like Network and Help Desk get flooded with them. Trying to get it where it can search like for Tickets (INC#279 for example) but cannot for the Tasks. Like I was looking for that BBW one by typing in 3179 in search but only shows Tickets, Changes, Agents, Requesters, Articles

You can refer to our Getting Started guide to learn more about AI Copilot for Developers. We also have in-app tutorials and guides that can help you navigate the process of building apps with Freddy Co-Pliot.

Aww yes, so the Ticket will be assigned to Help Desk but tasks will be Delegated to other teams too to complete the ticket request. 

I totally understand where you are coming from. Freddy AI’s Agent Assist bot doesn’t yet have the kind of context-aware memory ChatGPT offers, but it’s still really useful in day-to-day workflows. It helps agents quickly find processes, product info, and troubleshooting steps, so they spend less time searching and more time resolving tickets.

It’s not quite the same as project-based context, but it still speeds up support and makes agents more confident when helping customers.

That said, I recently worked on a project that involved building an agent assistant leveraging OpenAI APIs. I can share more details on the project and how we were able to bring in an external LLM/AI Model using our SDKs.

​@ashep5654941 Have you explored Parent-Child ticketing to delegate tasks on a ticket to other teams? Child tickets can be useful to keep track of the sub-tasks on a ticket while you can continue to interact with the customer on the parent ticket.

Thank you so much for the engagement, @aravind.sundararajan — much appreciated! 🙌

Good news, everyone: we’ve decided to extend this AMA through the day until 5:00 p.m. PDT. So please keep posting your questions and thoughts — @aravind.sundararajan will continue answering them as he sees them.

Loving the energy already — keep it coming! 🚀

I have thought of using that but have not tried it yet with our teams. I will work our teams to give this a shot for easier searches for specific Tasks (which will be child tickets). Thank you for the recommendation :) 

On another topic, for Changes, I noticed there was a limit of Assets that could be Associated with each Change. (60 assets). It was mainly if all the switches for example needed to be updated for a vulnerability and we wanted to track under that same Change Request. We were able to get the other assets over 60 added after the Change Request was saved. But easier way to do this or best practice?

Hi all - I had a question someone at our service desk asked about building an integration between the Microsoft meeting booking funtion that could also build out a ticket in Freshservice - I’m very new to building integrations and am not a developer by trade - how would I go about building something like that out? 

Thanks for clarifying. I get that webhooks were designed back in 2020s to be lightweight — but it feels like they haven’t evolved since then. In 2025, the admin workflow is already shifting naturally into no-code/low-code orchestration, where chaining and transforming data is expected without building and maintaining a custom app. Not exposing even a basic response handler makes webhooks look outdated compared to current integration standards. Don’t you think it’s time Freshdesk moved them forward?

Definitely ​@Mykola Zhuravel ! We are reimagining how automation work in Freshdesk and you can expect a more robust, workflow automation getting added to our CX suite of products soon. I can’t commit to timelines yet but this is definitely an area of interest for our product team. 

​@ashep5654941 As much as I would love to help you with this question, I believe it would be appropriate if it comes from a Freshservice expert. Can you please reach out to our support team at support@freshservice.com?

Aravind, I think you may be describing the “ideal” picture from the old presentations rather than the actual state of the integration. In reality, the Freshdesk ↔ Freshsales app (https://www.freshworks.com/apps/freshworkscrm/) from the marketplace just doesn’t work as advertised.

• Deals are supposed to sync (up to 5 max), but in practice they don’t appear at all.
• My agents only see a contact’s Full Name — and that’s it. No real CRM context, no sales history, nothing useful for support.
• Marketplace rating is 3.4, and the reviews there are mostly negative

Here’s what the integration actually looks like in our domain:

So from a simple business case perspective — a support agent wanting to see what sales has offered a customer — this is currently impossible. The integration is stuck somewhere at an early beta level.

If we’re talking about integrations in this coffee-chat, then maybe the first step is to make sure Freshdesk and Freshsales can actually integrate properly with each other.

​@aditwari I believe you should be able to use the low code/no code platform (Power Automate) offered by Microsoft to accomplish this. 
 

Steps:

1. Trigger: “When a new event is created” in Teams (Outlook calendar)

2. Action: Use Freshservice API to create a ticket.

   • Endpoint: POST /api/v2/tickets

   • Required fields: subject, description, email, priority, etc.

Thanks Aravind. I understand the point about using SDKs, but let’s be honest — that’s still custom development. Hire a developer, write specs, maintain code… and yet here we’re discussing integrations. So why not make it a native integration inside Freshdesk itself?

Right now Freddy feels like a black box. Businesses want ownership over how AI speaks to customers — the tone, the context, the business rules. Most of us are not against Freddy at all, if only it could be tuned and aligned properly with our business setup.

Real example: we actually pay for Copilot, but my agents don’t really adopt it. They keep ChatGPT open in parallel, because it can hold context about our business and adapt mid-conversation. Freddy, meanwhile, only tries to guess answers from the Knowledge base — it doesn’t take specific instructions or adapt its drafts after the first reply. So what happens? Agents only use small things like rephrase or AI-translate. That’s not adoption, that’s a workaround.

And to be transparent — I’m writing this very comment through ChatGPT, with minimal English skills, and the model perfectly conveys my intent. Imagine if my agents could do the same with Freddy when replying to customers. That would be a game changer.

The biggest issue we are currently facing in Freshdesk is cleaning up our contacts and companies. There isn’t a fast bulk update option like there is in Freshsales. What is the best way to update contacts and companies in Freshdesk?

Hi Kate,

thank you for posting your question. Please use the Export and Import options on the Companies and the Contacts module to make changes manually and then re-upload the information to the system. This is the best way to Bulk upload the Companies and their related Contacts in the system.

I couldn’t take part on this last week, but can see there’s loads of good chat.

A link between FreshDesk and my O365 calendar would help.

If an agent needs to book a call with a customer that all has to be done outside of Fresh. Integrating with the O365 calendar would be great

• See the availability
• Send the appointment to both the customer and the agent
• Track the acceptances

An AMA on Freshdesk integrations is a great way to the  get quick answers. For more visite digital insights and fun, explore youcine ao vivo.

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Yes, I'm interested in joining the Coffee Chat! Looking forward to learning more about Freshdesk integrations and best practices. I’m especially curious about custom integrations and real-world use cases. Thanks for organizing this engaging discussion!