Customers may respond to the tickets you are working on while you are busy collaborating with your co-workers on Google Hangouts chat. Now, with the help of ticket updates provided by the Freshdesk bot you can stay on top of your Freshdesk tickets inside of Hangouts chat. These ticket updates will be sent you as one-to-one conversations by the Freshdesk bot. You'll receive notifications for the following events only on the tickets assigned to you or on tickets where you have been added as a watcher. 1. Ticket priority updates 2. Ticket assigned 3. Customer responded 4. Public note added 5. Private note added

1. Log in to your Freshdesk portal and head over to the Admin tab. 2. Goto Apps and click on "Get more Apps" to open up the App Gallery. 3. Once you choose Google Hangouts Chat, simply click on the icon and hit ‘Install’ and provide your G-suite account credentials. 4. Please remember to add the Freshdesk bot at https://chat.google.com/add/botdm to get the integration to work.