Freshdesk App for Freshservice will be helpful for organizations using both Freshdesk for external customer support and Freshservice to manage their internal operations. Consider a use case where Acme corp uses Freshdesk as its customer support solution and Freshservice to manage their IT, build and change process. On any day, Acme corp manages hundreds to thousands of customer interactions on Freshdesk. There might be some complaints that needs assistance from the internal dev teams or might result in changes, especially if a bug is found. Considering the internal teams of Acme reside in Freshservice, the entire context of the issue should be sent to Freshservice so that concerned team can work on the same. Additionally, any updates from the internal teams should be communicated to the customer support teams. Tickets from Freshdesk will be sent over to Freshservice on create or update, whenever the conditions defined in the Freshservice App for Freshdesk are met. Note: Call recordings & attachments will NOT be a part of the ticket update sync process. The ticket being transferred from Freshdesk should already have an agent assigned. Corresponding ticket in Freshservice is created on the name of that agent.