Last updated: 2025-11-14

Source: https://support.freshdesk.com/support/solutions/articles/50000003749-introduction-to-freshdesk-freshservice-freshservice-for-business-teams-integration

Fsbt

Freshservice for business teams

``` This feature works the same way in Freshservice and Freshservice for Business Teams (FSBT). ```

The native Freshservice/FSBT-Freshdesk integration helps customer support teams on Freshdesk collaborate with internal teams on Freshservice/FSBT and provide faster resolutions. This integration enables companies to streamline and accelerate the service management process and deliver outstanding support from a unified window.

Benefits of this integration:

This integration enables support teams to effortlessly collaborate with your internal teams on Freshservice/FSBT on internally dependent tickets. With seamless collaboration and real-time ticket updates, your support agents can stay on top of any updates that come their way and respond to customer requests faster.

With the Freshdesk-Freshservice/FSBT integration, your teams will be able to:

  • Reduce the average resolution time of the helpdesk by enabling agents to quickly collaborate on customer issues that are dependent on internal teams
  • Increase agent productivity & reduce the scope for error with automatic ticket creation & information sharing processes
  • Ensure accountability with the easy tracking of the progress of work done by internal teams
  • Reduce multiple back and forths by getting the complete context of the customer issue from within Freshservice/FSBT

    • How does this integration help Freshdesk agents?

  • Access to create incidents or service requests from within the Freshdesk ticket
  • Visibility beyond just status updates. Support agents will be able to view information like due dates, internal conversations, the priority assigned, etc. on incidents/service requests.
  • A clear indication of the Freshservice/FSBT agent working on the ticket
  • Automatic creation of Freshservice/FSBT incidents with configurable rules in Freshdesk

    • How does this integration help internal teams on Freshservice/FSBT?

  • Agents on Freshservice/FSBT can view customer replies, status updates, and default properties of the Freshdesk ticket
  • Workflow automations can run on Freshservice/FSBT tickets created from Freshdesk, reducing manual work for internal team supervisors, thereby saving time
  • Freshservice/FSBT admins can set up custom SLAs & reports in Freshservice/FSBT with a specific source for tickets coming in Freshdesk to analyze metrics and improve performance.

    • Who can access this integration?

    Agents and admins with access to the relevant tickets on either Freshdesk or Freshservice/FSBT can access this integration accordingly. But only the Freshdesk and Freshservice/FSBT Admins will be able to initiate and set up the integration.

    How to create an incident on Freshservice/FSBT?

  • Click on the + icon next to Threads. Note: The Threads button will only appear after the integration is enabled.
  • Select ‘create an incident on Freshservice/FSBT’
  • The form will be pre-populated from the Freshdesk ticket details. You can choose to edit the fields if required.
  • You can add attachments to the Freshservice/FSBT incident if required.
  • You can also use placeholders for details like customer name, contact, etc.,
  • Click ‘Create’

    • How to create a service request on Freshservice/FSBT from a Freshdesk ticket?

  • Click on the + icon next to Threads.
  • Select ‘create a service request on Freshservice/FSBT’
  • Select service item from a catalog of all publicly displayed items configured by the Freshservice/FSBT team
  • Fill the unique service request fields
  • Click Save

    • How to access an existing Freshservice/FSBT conversation & add a new response?

  • Click on the Threads icon on the ticket
  • Select the Freshservice/FSBT thread on the threads pane. This opens the details of the Freshservice/FSBT ticket.
  • To view all properties of the Freshservice/FSBT ticket, click on ‘Show more properties’
  • You can view all the conversations shared between your team and the Freshservice/FSBT team, starting from the description of the issue
  • To add a new response to the internal team, enter the message on the reply editor and click on Send.
  • If you wish to look at the customer ticket properties while responding, click on the - icon on the threads pane and minimize it.

    • What can the Freshdesk agents view? (customizable)

    Freshservice/FSBT Admins can choose between the following:

  • All conversations on the Freshservice/FSBT ticket (replies, public notes, private notes).
  • Only public conversations on the Freshservice/FSBT ticket (replies, public notes).

    • What can the Freshservice/FSBT agents view? (customizable)

  • All conversations on the Freshdesk ticket (replies, public notes, private notes)
  • Only public conversations on the Freshdesk ticket (replies, public notes)
  • None (only ticket properties)

    • Internal operations flow for Freshservice/FSBT agents:

  • Freshservice/FSBT agents can view Freshdesk ticket properties (default, public) & customer interactions on the Freshdesk ticket.
  • They will also get real-time notifications when a new response or a status update is made on the ticket (via ticket fields sync)