Tickets
Ticket status, subject, requester, and comments, when the Freshdesk row includes them.
Freshdesk + PaperThread
Connect Freshdesk so PaperThread can answer support questions from tickets and the customer history on those tickets.
How it integrates with Freshdesk.
Customer history
Requester context that comes back with the ticket, used when a support question needs it.
Comments and status
A comment or a status change can be written only after approval.
Not a people record
Freshdesk here is support data. PaperThread does not treat it as an HRIS employee record.
How PaperThread puts that
context to work.
Read context
Answer Freshdesk support questions from tickets and the requester context that comes back.
Prepare actions
Prepare a follow-up when a ticket still needs a person.
Route work
Send the next support step to the person who owns it.
Update supported items
A comment or a status change can be written only where permitted, and only after approval. Anything else stays open with a person.
Hand off to a person
Assign a person when the Freshdesk connection cannot finish the action.
Common questions, clear answers.
Answers for this connection, including what PaperThread can read and what still needs a person.
It answers support questions from Freshdesk tickets and the customer history on those tickets. This is support data, not an HRIS employee record.
Tickets, including status, subject, requester, and comments when the row includes them. A partial return is not a complete ticket list.
A comment or a status change can be written only after approval. Other ticket changes stay with a person in Freshdesk.
No. Freshdesk stays the support record. PaperThread answers ticket questions and keeps unfinished work with a person.
PaperThread keeps the case open and assigns a human step. An unsupported Freshdesk action is not marked done.
A workspace admin enters the Freshdesk domain and API key. The key is stored in the credential vault. This connection uses an API key, not OAuth.
Related integrations
Browse all integrations →
Zendesk
Another support record when tickets are held in Zendesk.
Jira Service Management
Another support record when issues are held in Jira Service Management.
Slack
The private DM where a Freshdesk ticket question can be sent.
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Google Drive
Approved policy files that sit alongside Freshdesk ticket context.
Connect Freshdesk to PaperThread.
Answer Freshdesk ticket questions, keep customer history in view, and leave anything unfinished with a person.