Freshdesk
Helpdesk ticketing and omnichannel customer support
ProPay integrates with Freshdesk, a contact center and communications platform. Freshdesk is helpdesk ticketing and omnichannel customer support software, used by some operators for support outside the claims system. ProPay's own SMS/voice/chat triage runs alongside it, syncing claim status where the two overlap.
Freshdesk is helpdesk ticketing and omnichannel customer support software, used by some operators for support outside the claims system. ProPay’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 ProPay and Freshdesk overlap
Freshdesk handles general support tickets; ProPay handles the claim itself, from intake through payment.
ProPay’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, ProPay writes the current status into it so a support agent has the same information ProPay’s triage does.
How the Freshdesk connection works
Freshdesk’s API supports ticket creation and updates, which is where ProPay writes claim status.
A Forward Deployed Engineer sets up the specific handoff points between ProPay 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 ProPay instance, one client’s claim and customer data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every automated communication ProPay 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 ProPay and Freshdesk, matching how your team already uses Freshdesk for support.
Frequently asked questions about ProPay and Freshdesk
Does ProPay replace Freshdesk?
No. Freshdesk continues to handle the support workflows it already runs; ProPay’s own SMS, voice, and chat triage handles the claim itself and shares status with Freshdesk where the two overlap.
How does ProPay connect to Freshdesk?
Freshdesk’s API supports ticket creation and updates, which is where ProPay writes claim status.
Does ProPay reduce the volume reaching Freshdesk?
Where Freshdesk handles inbound customer contact, yes, ProPay’s SMS triage resolves a meaningful share of routine conversations before they’d otherwise reach Freshdesk.
