Hi Freshworks Community,
I’m setting up Freshdesk for a small support team and want to automate ticket routing with third-party tools. Any tips for seamless integration?
Details:
- Setup: Small business, using Freshdesk Pro (2025) for ~200 tickets monthly. Aiming to integrate with tools like Zapier or Slack.
- Context: Following Freshdesk’s integration guide, I’ve connected Zapier for basic ticket notifications, but routing logic is tricky.
- Steps Tried:
- Set up Zapier to send ticket alerts to Slack; works but doesn’t route to specific agents.
- Used Freshdesk’s Automations for basic rules (e.g., priority-based routing), but third-party integration is limited.
- Explored Marketplace apps, but unsure which are best for dynamic routing.
- Goal: Automate ticket routing to agents based on ticket type and expertise, reducing manual assignment by 50%.
Questions:
- Which third-party tools do you use with Freshdesk for automated routing?
- How do you configure integrations for dynamic agent assignment?
- Any tips for avoiding common integration pitfalls?
- For those with efficient workflows, what’s your setup?
Thanks for your insights!