Hello Freshworks Community!

I’m looking to optimize our Freshdesk setup by implementing custom integrations and automating workflows to improve response times and agent efficiency. We’ve already set up some basic automations, but I believe there’s potential to make things even smoother and more efficient.

I’d appreciate insights on the following:

1. Custom Integrations: Has anyone had experience integrating Freshdesk with external tools like CRM software or third-party communication platforms? I’m curious about which integrations provide the best results and any potential pitfalls.

2. Advanced Workflow Automations: Are there any advanced automation workflows that have notably improved productivity for your team? For example, automating certain ticket statuses, managing escalations, or even auto-routing based on ticket priority. I’m particularly interested in ways to use Freshdesk API for more flexibility in these areas.

3. Best Practices for Bot and Chat Implementation: We’re also considering adding a chatbot for handling common queries. For those using Freshchat, any tips on setting up effective bots that streamline the process without overwhelming agents with repetitive inquiries?

4. Metrics and Reporting: How do you track the success of these automations and integrations? Are there key metrics you rely on for measuring the impact on response times and customer satisfaction?

Any advice, examples, or references to documentation would be incredibly helpful. Thank you in advance!

Best Regards:

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