Hi Freshworks community,
I’d like to suggest an idea focused on improving how support interactions are converted into structured tickets inside Freshdesk.
The challenge
Support agents often handle conversations across calls, internal discussions, or quick handoffs. Important details issue summaries, next steps, or follow-ups—are usually typed into Freshdesk after the interaction, which can slow agents down and sometimes lead to incomplete ticket context.
The idea
Introduce voice-based input as an optional layer through integrations with tools like Gennie, allowing agents to speak ticket details naturally and sync them into Freshdesk.
Potential use cases include:
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Converting call conversations into ticket descriptions using voice
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Adding internal notes or summaries hands-free
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Creating follow-up tasks or reminders without breaking flow
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Capturing key customer context immediately after interactions
Freshdesk would continue to be the system of record, while voice acts as a faster input method during high-volume or real-time support scenarios.
Why this could help
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Faster ticket creation during busy support hours
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More accurate and complete ticket context
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Reduced agent fatigue from repetitive typing
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Improved response quality and follow-through
Would love to hear from other Freshdesk users:
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Where does ticket creation or updating slow agents down most?
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Would voice-based input add value to your support workflows?