Tickets synced two ways, replies held for approval
Tickets mirror between Freshdesk and FixControl so support and engineering work the same record. A reply to a customer of your organization is drafted by AI and held until someone on your team approves it — then it is sent through a monitored delivery queue and logged.
What the Freshdesk connection covers
Two-way ticket sync
Tickets mirror between Freshdesk and FixControl within your tenant. Support context and engineering remediation stay attached to the same record on both sides.
Approved customer replies
AI drafts a public reply; the draft is held until a person approves it, and only an approved draft is sent. The approval is recorded before the send is dispatched.
Internal notes
Notes for agents and engineers go on the ticket without touching the customer-facing thread. Working context gets captured where the work is.
Knowledge harvest
Solved tickets and knowledge-base articles are harvested into support context, where the connection has access to read them. Answers draw on your own material.
Support context
The ticket, its history, and related knowledge are pulled into one governed work item. A reply or a fix is written against the case as it stands.
Evidence & audit
Every write to Freshdesk is recorded with who approved it and what evidence they saw. The ticket history and the decision ledger stay consistent.
Which Freshdesk paths are working, shown per path
Ticket read, public reply, note write, harvest, and sync are separate capabilities with separate requirements. FixControl probes each one and shows its state, instead of a single connected badge that can hide a broken reply path.
Reads tickets and their history within the bound project and tenant, to build support context and answer questions.
Needs reply-write scope on the connection and a recorded human approval per reply. Drafts don’t leave FixControl without one.
Written through the outbox as attributed actions. Visible to agents and engineers, not to the customer.
Works where the connection can read the knowledge base and solved tickets; access scope and available content set the limits.
Each sync is off by default and enabled per connection, under the configured credentials. Enabled paths write through the outbox with retry.
Not part of the model. Ticket read can work while reply or harvest doesn’t, and the health view says so.
A reply is either sent or visibly failed
Questions about the Freshdesk integration
Does FixControl reply to customers automatically?+
What’s the difference between a reply and an internal note?+
What happens if a Freshdesk write fails?+
Are two-way syncs on by default?+
Are Freshdesk replies audited?+
Watch a reply wait for approval
Book a demo: a ticket syncs in, AI drafts the reply, and the send waits until someone approves it.