Sixty-three overnight tickets, read and ranked by the time you sit down. The nine duplicate billing questions arrive as one line, the four chargebacks on top, a reply drafted per cluster. Nothing sends until you say so.
Sixty-three tickets arrived overnight. Nine are the same billing question in nine different moods, four are genuinely angry, one is a security report filed under Other. A companion reads all sixty-three and hands you the twelve decisions worth making.
01
What lands in front of you at nine?
A shortlist instead of a list.
Tickets grouped by what the customer is actually asking. The four that mention a chargeback pulled to the top. The one filed under Other with an API token visible in a screenshot, flagged loudly. The nine billing duplicates collapsed into one line with the ticket numbers underneath.
That grouping comes from reading the bodies. A Dispatch’r rule matches a keyword and routes. It never notices that ticket 4412 and ticket 4419 are the same customer writing twice because nobody answered the first one.
02
What it reads, and what waits for you
A companion reads the queue freely and stops before it changes anything.
You connect the account once and see exactly what it can reach before you allow it, your Freshdesk credentials never reach Strawberry, and every write runs through the same confirmation card as the rest of the product.
The split is worth knowing before you plan a shift around it.
Reads, no approval needed: open tickets for a window with status, priority, group and requester, the contact and company behind each one, and that requester’s earlier tickets.
Writes, shown to you first: a note on a ticket, a field change, a merge, a reply that you send.
Configuration stays in Freshdesk: SLA policies, business hours, form layouts, the portal theme and the Supervisor rules themselves.
Capped by the agent you connected: a group that agent cannot open in Freshdesk stays invisible here too.
03
Can it draft the first reply?
One reply per cluster, with the ticket text it answers quoted underneath and the docs it pulled from shown. You fix the tone on two, delete one, approve the rest.
Sending stays with you, because a support reply is your company’s voice to somebody already annoyed. Teams running support ticket triage this way keep the reading and lose the retyping.
04
Where the rest of a support week lives
In four other tools.
The bug the ticket is really about is in your tracker, the customer’s contract is in a doc, the outage timeline is in a chat channel.
A companion works those in the sessions you are already signed in to, which is why support teams use it as a reading layer over the whole stack rather than a Freshdesk add-on. 1,975 apps are reachable as connected accounts and 93 are built by hand, carrying 1,257 operations.
Yes, through a connected Freshdesk account. A companion reads the open tickets and their requesters, groups them by the underlying question, and hands you a ranked queue. Field changes and notes wait for your confirmation.
Yes. Connect the account and a companion reads open tickets with their requesters and history, groups them by the question being asked, drafts a reply per cluster, and holds notes and field changes for your confirmation. The reachable actions are the ones Freshdesk’s public API exposes.
It drafts them, with the ticket text it is answering quoted underneath so you can check the match in seconds. You send.
You see exactly what the connection can reach before you allow it, the credential is stored encrypted, and Strawberry never receives it. More on the gates: is it safe to let AI use my browser.
Ask for the last two days grouped by the question being asked rather than by tag. A companion reads the bodies, so it catches the same customer writing twice under two subject lines.
Freshdesk Strawberry