Your Freshworks tickets.
Less manual work.
Luke F.
Northwind Dental
- 00:00
Inbound ticket #FRESH-4218
Assigned agent group: IT Tier 1
- 00:09
Freshworks webhook fires
Ticket event reaches MSP Process
- 00:18
MSP Process action triggered
The incoming event starts the next action
ApproveMicrosoft Authenticator
Approve sign-in?
- 00:27
Agent group routing appliedOK
Your existing Freshworks groups guide the request
- 00:45
+2 stepsReady for your teamOK
Connect Freshdesk and Freshservice to MSP Process for AI automation across the channels your clients use. Two-way ticket sync, agent group routing and live webhooks keep work moving with service level agreement (SLA) awareness.
- Two-way ticket sync
- Bi-dir
- Your existing group routing
- Group
- SLA timer awareness
- SLA
MSP Process + Freshworks
Bring Freshworks into your team's daily automation, with tickets, routing and updates connected through MSP Process.
- Tickets kept in sync
- Keep inbound and outbound Freshworks tickets in sync in real time as requests move through MSP Process.
- Your existing agent groups
- Route incoming requests through your existing Freshworks agent groups, keeping the assignments your team already works with.
- Timers tied to intake
- Start SLA timers once intake checks are complete, so your team measures response time against real work.
- Your fields, your mapping
- Put intake check results into the exact Freshworks custom fields your team already uses to handle requests.
- Actions from live events
- Connect Freshworks webhooks to MSP Process actions, so ticket events trigger the next action in real time.
- Context on every ticket
- Give your team a structured record of intake checks on every Freshworks ticket, alongside the request itself.
GET SET UP
Connect your tools.
Put them to work.
Get set up in four steps, from connecting your account to writing updates back to tickets. Most MSPs are live and writing records back to Freshworks the same day they get connected.
Connect your Freshworks account
Connect Freshdesk or Freshservice with an application programming interface (API) key, scoped to the ticket tables the integration uses.
Bring ticket events across
Subscribe to Freshworks webhooks so ticket events reach MSP Process in real time and trigger connected actions.
Apply your existing routing
Apply your Freshworks agent group routing at intake, with request checks handled before work reaches your team.
Write the results back
Write the intake check record back to the Freshworks ticket as a private note your team can read.
WHAT YOU GET
Less work at intake.
More context for your team.
Put AI automation to work inside Freshworks, with ticket updates and routing handled in the tools your team already uses. Zero Trust identity verification adds reassurance, with biometric results, the registered device check and location details such as HQ attached to the ticket.
Without MSP Process
Freshworks without verified intake.
Unknown caller
Says: Luke F., Northwind Dental
- 01
Ticket opened in Freshservice
requester field filled from email.
- 02
Agent group routing fires on an unverified caller.
- 03
Helpdesk resets credentials with no MFA in the loop.
- 04
Audit log shows the agent acted, not who actually called.
With MSP Process
Freshworks with MSP Process.
Unknown caller
Says: Luke F., Northwind Dental
- 01
Freshservice ticket auto-created with caller identity…
verified.
- 02
Agent group routing AND identity check both apply at intake.
- 03
Credential resets gated by MFA push to the registered…
device.
ApproveMicrosoft Authenticator
Approve sign-in?
- 04
Full audit chain written back to the Freshservice ticket.
LET'S TALK AUTOMATION
Your Freshworks setup.
Ready for more.
Connect the API and bring MSP Process automation into the Freshworks setup your team already uses.
Bring us the process you most want to stop doing by hand.