Move a chat to a call when typing stops helping, and keep the history in one thread.
Get more done with Tidio and FreshService integration
Let staff raise FreshService tickets in a chat and get status answered in the same thread.
No credit card required
Contact sales
Integration availability depends on your Tidio plan.
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Category
Customer Service
Integration availability depends on your Tidio plan.
Compare plans
Use cases
What you can do with Tidio and FreshService
Take the request where they are
A problem described in Tidio becomes a FreshService ticket, so an employee gets help without learning which form to use.
Answer where the ticket is
Status, owner and next step come from FreshService, so a chase is answered in seconds rather than becoming a duplicate.
Know what they are using
The FreshService asset record for that person reaches the conversation, so IT is not asking which laptop or which license.
Handle the repeat questions
Password, access and how do I requests are answered in the chat, and only the work that needs a technician reaches FreshService.
Overview
FreshService runs the service desk, the asset list and the request catalog. Employees, meanwhile, ask for help in whatever window is already open. Connected to Tidio through Zapier or the Tidio API, a request typed in a chat becomes a FreshService ticket with the right category and requester, status questions are answered from the ticket, and the routine ones are handled before they reach the queue at all.
Key features
- Create a FreshService ticket with the requester, category and priority already set
- Answer status in the chat so nobody opens a second ticket to ask about the first
- Use the request catalog so a standard FreshService request is raised correctly
- See the asset so IT knows which machine is being talked about
FreshService
Customer Service
Tags
Ticketing
Omnichannel Inbox
How it works
Connect FreshService in minutes
1
Connect Tidio and FreshService
Link them with Zapier, Make or the Tidio API using an API key limited to the FreshService tickets and assets you allow.
2
Map requests to the catalog
Decide which conversations become FreshService incidents, which become service requests and what the chat answers itself.
3
Work the queue as usual
FreshService keeps the tickets, the SLAs and the assets, and the chat is the front door.
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Frequently asked questions
Common questions about the FreshService integration
Does this replace the FreshService portal?
No. FreshService stays the system of record and the queue technicians work. The chat is for people who would otherwise email or stop somebody in a corridor.
Can the chat resolve a ticket?
It can close one you allow it to, such as a request answered in the conversation. Anything that needs work stays with the technician in FreshService.
Is the FreshService integration available on my plan?
Availability depends on the Tidio plan you are on. Compare plans to see which plan covers the FreshService integration.