Freshdesk

Overview

Freshdesk is a modern customer service platform used by growing teams to manage tickets across email, chat, phone, and social channels. It helps agents respond faster, automate common workflows, and keep customer conversations organized. For CX teams, Freshdesk is a valuable source of data about what customers need, what’s going wrong, and how service performance is evolving. But without context, this data rarely leads to action. Integrating Freshdesk with TheyDo connects support conversations to the journeys they come from. Instead of managing tickets in isolation, CX teams can use real service data to identify where the journey breaks down, which issues are driving contact volume, and what should be fixed first. That means less time reacting to problems and more time solving the ones that matter. Freshdesk provides both quantitative and qualitative data across every support interaction. On the quantitative side, you can access ticket volume, resolution time, SLA performance, CSAT scores, and automation rules triggered. On the qualitative side, Freshdesk captures customer-written messages, internal agent notes, ticket tags, and conversation history. Many organizations also tag tickets by intent or issue type, making it easier to detect patterns across journeys, personas, or service lines. Once connected to TheyDo, this data is structured and surfaced exactly where CX teams need it.

What this integration enables in TheyDo

Bringing Freshdesk into TheyDo means CX teams can spot friction earlier and respond with confidence. You can link recurring issues to specific journey steps, group them into opportunities, and prioritize by volume, impact, or resolution effort. Instead of relying on disconnected reports, teams can see in real time how service data maps to the journey and where changes would reduce customer effort and improve outcomes. For practitioners, this removes the guesswork from support trends. For executives, it creates a clear line between customer service activity and strategic priorities. You can see where your service costs are being driven by experience gaps and make decisions that improve both satisfaction and efficiency. If you are asking how to make better use of Freshdesk data to improve customer experience, this integration is the next step. It gives you the context, structure, and clarity to move from support noise to strategic action.