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Freshdesk

Freshworks INC

Receive instant ticket updates from the Freshdesk bot.

While you’re collaborating with your co-workers on Microsoft Teams, you never have to leave the app to get updates about your support tickets on Freshdesk. The Freshdesk bot gives you instant updates right inside Teams.

You can now stay updated about crucial events such as a new customer response to an important ticket, or a notification about a ticket being assigned to you in Freshdesk. These notifications will show up as conversations with the Freshdesk bot, and you’ll be able to add quick replies or notes to your tickets directly from Teams.

You’ll receive notifications from the Freshdesk bot on the following events:

  • When a ticket priority is modified
  • When a ticket is assigned to you
  • When a customer responds to a ticket
  • When a public note is added
  • When a private note is added

Note that you’ll receive these updates only when the concerned ticket is assigned to you or if you’ve been added as a watcher on that ticket.

To set up this integration, you will need a valid Freshdesk account. You can sign up for Freshdesk at https://freshdesk.com/signup

For installation instructions, please refer to this solution guide. https://support.freshdesk.com/support/solutions/articles/232273-the-microsoft-teams-app

Add-in capabilities
When this add-in is used, it
  • Can send data over the Internet
  • This add-in can access personal information on the active message, such as phone numbers, postal addresses, or URLs. The add-in may send this data to a third-party service. Other items in your mailbox can’t be read or modified.
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