Last updated: 2025-11-18

Source: https://support.freshservice.com/support/solutions/articles/50000003818-freshservice-freshservice-for-business-teams-freshdesk-out-of-the-box-integration

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Introduction to Freshdesk-Freshservice/FSBT integration

Freshservice/FSBT and Freshdesk integration help internal support teams on Freshservice/FSBT collaborate with customer support teams on Freshdesk to get a 360 view of customer issues for faster resolution. This integration enables companies to streamline and accelerate the service management process and deliver outstanding support from a unified window.

Bene fits of th is integration

This integration enables support teams to effortlessly collaborate with your internal teams on Freshservice/FSBT on codependent tickets. With seamless collaboration and real-time ticket updates, your internal agents can stay on top of any query that comes their way and help resolve customer issues faster.

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

  • Reduce the average resolution time of internal teams on Freshservice/FSBT by enabling them with the full context of the customer issue right from Freshservice/FSBT
  • Increase agent productivity & reduce the scope for error with Workflow Automator & information-sharing processes.
  • Ease of tracking the internal agent performance on Freshservice/FSBT for tickets & service requests created from Freshdesk to Freshservice/FSBT.

    • Which agent can access this integration?

    Agents and admins on both Freshdesk and Freshservice/FSBT can access this integration as per defined visibility. But only the Freshdesk and Freshservice/FSBT Admins will be able to initiate and set up this integration.

    Freshservice/FSBT admin experience and configuration for integration

    How can admins set up visibility of a Freshservice/FSBT ticket for Freshdesk agents?

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

    • How Freshservice/FSBT admin can improve agent productivity and prioritize customer issues for faster resolution

    Custom SLA: Freshservice/FSBT admins can configure a custom SLA for service requests/incidents of tickets generated from Freshdesk to ensure quick resolution.

    Step 1: Go to the Freshservice/FSBT Admin page> SLA Policies> Create a new SLA policy.

    Step 2:  Define response time, resolution time, Operational hours

    Step 3: Select source as Freshdesk to enforce SLA on tickets incoming from Freshdesk

    _Learn more about custom SLA_

    Custom Reports: Admin can keep a tab on essential metrics to analyze the performance of the Freshservice agents on service requests and incidents generated from Freshdesk as the source.

    Step 1: Go to Freshservice Analytics & Reports

    Step 2:  Create a new report or clone and edit an existing report with desired metrics (example, agent performance)

    Step 3: Click filter and add source as Freshdesk.

    Step 4: Apply the filter and save this report.

    _Learn more about Custom reports and Analytics on Freshservice/FSBT_

    Workflow Automation: To improve agent productivity, the Freshservice admin can automate the workflow to standardize the process for customer issues raised from Freshdesk.

    Step 1: Go to Freshservice/FSBT admin> Workflow Automator.

    Step 2:  Select tickets from the new Automator on the top right corner of the page

    Step 3: Drag and drop the event and select “ticket is raised”

    Step 4: Now drag and drop the condition and select source as Freshdesk. Add other conditions as per requirement.

    Step 5: Now add an action such as “assign to a specific agent or group”.

    Step 6: Save and activate.

    _Learn more about Workflow Automator_

    _Learn how to set up the configuration and agent experience_

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

  • Internal agents will view customer replies, status updates, and default properties of the actual Freshdesk ticket.
  • Workflow automation can run on Freshservice/FSBT tickets created from Freshdesk, reducing manual work for internal team supervisors, and thereby saving time.
  • Access to custom SLAs & reporting in Freshservice/FSBT with a specific source for tickets coming in Freshdesk to analyze metrics and improve performance.

    • 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 ticket’s ticket’s new response or status update is made (ticket fields sync).
  • Freshservice/FSBT agent will be able to distinguish and filter tickets based on source (as Freshdesk)
  • Freshservice/FSBT agents will be able to collaborate with external agents via replies, public notes,s or even private notes (if sync allows)

    • What information about Freshdesk tickets can the Freshservice/FSBT agents view?

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

    • _Learn how to sync fields between FD-FS/FSBT_

    Also, check out how to create incidents and service requests from Freshdesk to Freshservice/FSBT.