Freshservice - Freshdesk integration: Enhanced Mapping and Automations

I worked with IT this morning to set up the integration.  Besides the previously submitted Idea to allow Freshservice to initiate a support ticket with Freshdesk, I identified three other suggestions that would  greatly improve our workflow.

1.  Mapping:
   1. Improved mapping options: When setting up mapping, currently the field cannot be mapped with different directional selections.  Desired scenario:
      1. Freshdesk to Freshservice status mapping Closed to Closed.  IT wants to know if we close our ticket before they do their work. BA team does not want our ticket closed because we may have other work on our end to complete.
      2. Freshervice to Freshdesk mapping: Open to IT work In Progress and Resolved to Open.  We want to put the ticket in a ‘pending’ status while IT is working on their part.  We want it reopened when the IT work is resolved so the BA can review to see if this resolved the overall issue or if further work is needed on the systems side.
   2. Mapping improvement: When Freshdesk status of Resolved was set to map to a custom status, our ticket was automatically indicated as Resolved and no longer showed up in Unresolved ticket lists.  This is undesirable as the agents focus on unresolved tickets.  We had to set the mapping for Freshservice Resolved to Open in Freshdesk for the ticket to remain ‘open’. 
2. Improved selections under Automated Notification based upon ticket updates: When using mapping, the System is updating the status. Use case: Set up a notification to the agent with a link to their Freshdesk ticket when the ticket is automatically opened based upon Freshdesk status mapping that reopened the ticket.  They get a notification from Freshservice, but there is no reference to their ticket.  They need to find it.  It is much more efficient to provide them a direct link in a custom notification.  However status is currently only available as a selection if the change is requester or agent.