Freshdesk Integration with Helport Remote

Close customer support tickets faster with accurate time tracking and workforce insights.
Helport Remote gives managers both high-level and detailed views of how much time employees spend on Freshdesk tickets. Whether you’re overseeing a remote customer service team or managing outsourced agents, you gain clear visibility into productivity and workload distribution.
For any date range you select, Helport Remote provides:
● Real-time visibility into what each team member is working on.
● The exact amount of time spent on each customer service ticket.
● A breakdown of how much time individual users spend inside Freshdesk.
With Helport Remote, you improve accountability, reduce response times, and deliver better customer experiences while keeping support operations cost-efficient.

Track Time on Freshdesk Tickets with Helport Remote

After installing the Helport Remote desktop app (available for Windows, Mac, and Linux), employees can begin tracking time directly on their assigned Freshdesk tickets. Each ticket is synced with Helport Remote, so working hours are logged automatically as support agents handle customer inquiries.
All tracked time is securely stored and displayed in the Helport Remote dashboard, where managers can filter reports by ticket, agent, or date range. These reports provide detailed insights into team productivity, ticket resolution times, and overall workload distribution.
With automated timesheets and payroll-ready reporting, Helport Remote ensures that every Freshdesk ticket is tracked accurately—helping support teams stay accountable, improve efficiency, and deliver better customer service.

Monitor Employee Activity Beyond Freshdesk Tickets

Helport Remote goes beyond tracking time in Freshdesk. The platform also records which websites and applications employees use during work hours, giving managers clear insights into productivity and focus.
With these additional activity reports, you can identify distractions, spot inefficiencies, and ensure your customer service team is fully focused on resolving tickets and supporting clients.

Screen Monitoring for Freshdesk Tickets

Helport Remote goes beyond simple screenshots by offering optional screen recording while agents work on Freshdesk tickets. This feature gives managers deeper visibility into workflows and ensures accountability—especially useful when managing remote or outsourced support teams.
Managers can review recordings or expand screenshot thumbnails into medium or full-size views, with levels of keyboard and mouse activity displayed alongside. This combination of visual monitoring and activity data helps verify work, reduce idle time, and improve ticket resolution efficiency. With Helport Remote, you gain a clear, real-time picture of how your support team operates—providing both oversight and trust, no matter where your employees are working from.