We’re excited to introduce Exalate for Freshdesk—a smarter way to automate your escalation workflows and beyond!
Our latest connector will enhance collaboration between support teams using Freshdesk and their counterparts in development or engineering using Jira, Azure DevOps, etc.
Why Exalate for Freshdesk?
Exalate for Freshdesk helps automate the ticket escalation process between Freshdesk and other systems like Jira, Azure DevOps, Salesforce, ServiceNow, Zendesk, etc.
This eliminates the need to switch between different tools to look for updates or other critical information, ensuring data is shared accurately and in real time.
Support teams often need to collaborate with developers, outsourced service desks, and sales teams to ensure smooth ticket escalation and resolution.
But things don’t always go as planned. Misaligned communication, manual updates, and inaccurate data can all contribute to delays, SLA breaches, and angry customers.
Key Features of Exalate for Freshdesk
- AI-assisted scripting to generate scripts faster using natural language prompts,
- Fully customizable Groovy-based scripting engine to handle complex use cases,
- Real-time one-way or two-way synchronization for data in Freshdesk tickets,
- Freshdesk ticket fields: summary, description, labels, status, priority, attachments, notes, custom fields, and custom keys.
- Rich text formatting support (bold, italic, underline, text color, links, lists, dividers),
- Granular-level triggers to automate your sync and stay in control,
- Basic Mode available to help you get started free of charge.
Key Freshdesk Integration Use Cases
- Automate ticket escalation from Freshdesk support teams to devs: Support team members can escalate tickets to Jira, Azure DevOps, or other tools automatically. Developers will receive all the relevant details in their system of choice. Also, updates from the dev team, such as workarounds, status changes, version numbers, or additional information requests, will be synced back to Freshdesk.
- Improve visibility and reporting across teams. Exalate for Freshdesk ensures that support teams always know Freshdesk ticket statuses in real time. It allows managers to generate accurate reports with a single source of truth. With increased visibility, support managers can track key metrics like resolution times to improve service quality.
- Optimize outsourced MSP collaborations. Managed service providers (MSPs) handling multiple clients can automate the escalation process to ensure the tickets always end up at the right destination. You decide the project into which the tickets will be routed based on certain criteria and control which fields are synced in different escalation scenarios.
- Make ITSM integration more efficient: Integrating Freshdesk with your ITSM platforms like Jira Service Management or ServiceNow improves service efficiency and delivery. With Exalate for Freshdesk, you can set up complex escalation scenarios, track tickets in real time, resolve incidents faster, and optimize ITSM workflows.
- Improve customer experience with proactive support: Customers often use CRMs like Salesforce to report issues or share feedback. An agent on Freshdesk can also tag a ticket as a potential upsell or renewal opportunity and sync the relevant customer details and interactions to the customer success team in CRM.
Start Syncing With Exalate for Freshdesk
Exalate is an excellent solution for internal support processes or for external collaborations at any support level. It gives you the control, flexibility, and reliability you need to ensure smooth handovers and issue resolution.
With Exalate for Freshdesk, your support teams can automate and streamline the ticket escalation process. This will improve the speed and quality of service delivery.
Interested in seeing Exalate for Freshdesk in action? Get started with your free trial or book a call with us to discuss your use case, and we can take it from there.
