Helpdesk & ITSM
Voice in the helpdesk you already use.
Use the packaged Freshdesk contact source to bring caller details into Thirdlane Connect. For another helpdesk or IT service management system, Thirdlane provides interfaces for a purpose-built integration.
Packaged and custom paths
Freshdesk
A packaged contact source lets Thirdlane Connect find Freshdesk contacts by phone or mobile number.
Other helpdesk and ITSM systems
Use Thirdlane APIs and integration interfaces to scope the lookup, screen-pop, or workflow your system requires.
What the Freshdesk contact source does
Caller lookup
Search Freshdesk contacts by phone number when an agent needs customer context.
Contact details in Connect
Return the matched contact record to the same contact-source surface used by Thirdlane Connect.
Tenant-level configuration
Configure the contact source for the tenant that uses it without changing every agent workstation.
Communications from one app
Agents can use the returned contact data with the calling and messaging tools available in Thirdlane Connect.
Need another helpdesk?
Start with the workflow you need: contact lookup, screen pop, activity creation, or a broader ticketing process. We can determine whether existing interfaces cover it or whether it should be scoped as a custom integration.
Connect communications to your support workflow.
See the Freshdesk contact source or discuss the requirements for another helpdesk.