Freshdesk

Freshdesk is helpdesk ticketing and omnichannel customer support software, used by some operators for support outside the claims system. Polygrade’s own communication layer, SMS, voice, chat, and web form intake, runs alongside Freshdesk rather than through it, but the two systems meet wherever a homeowner’s claim and their support experience touch.

Where Polygrade and Freshdesk overlap

Freshdesk handles general support tickets; Polygrade handles the claim itself, from intake through payment.

Polygrade’s homeowner triage runs over SMS with an 80 to 83 percent response rate, collecting model and serial numbers, photos, and symptom detail well before any conversation would reach Freshdesk. That’s the volume Freshdesk doesn’t have to handle.

When a ticket references an active claim, Polygrade writes the current status into it so a support agent has the same information Polygrade’s triage does.

How the Freshdesk connection works

Freshdesk’s API supports ticket creation and updates, which is where Polygrade writes claim status.

A Forward Deployed Engineer sets up the specific handoff points between Polygrade and Freshdesk during deployment, which claim events should write into Freshdesk, and on what trigger.

What stays in Freshdesk

Freshdesk continues to run exactly as it does today for everything outside an active claim, its own routing rules, agent workflows, and customer relationship history stay untouched.

Data handling and security

Claim status written into Freshdesk comes from a company-specific Polygrade instance, one client’s claim and customer data are never accessible to another. Polygrade is SOC 2 compliant, with both Type I and Type II audits complete.

Every automated communication Polygrade sends is logged, and any recommendation behind it carries a confidence level, so the SMS or chat history feeding Freshdesk is auditable back to why it was sent.

Deploying the integration

A dedicated Forward Deployed Engineer configures the specific events that sync between Polygrade and Freshdesk, matching how your team already uses Freshdesk for support.

Frequently asked questions about Polygrade and Freshdesk

Does Polygrade replace Freshdesk?

No. Freshdesk continues to handle the support workflows it already runs; Polygrade’s own SMS, voice, and chat triage handles the claim itself and shares status with Freshdesk where the two overlap.

How does Polygrade connect to Freshdesk?

Freshdesk’s API supports ticket creation and updates, which is where Polygrade writes claim status.

Does Polygrade reduce the volume reaching Freshdesk?

Where Freshdesk handles inbound customer contact, yes, Polygrade’s SMS triage resolves a meaningful share of routine conversations before they’d otherwise reach Freshdesk.