{
  "id": "tool:freshdesk",
  "_kind": "Tool",
  "_file": "domain/tools/tools-saas-support.yaml",
  "_cluster": "domain",
  "attributes": {
    "displayName": "Freshdesk",
    "homepageUrl": "https://www.freshworks.com/freshdesk/",
    "kind": "other",
    "description": "Cloud-based customer support helpdesk by Freshworks. Provides\nticketing, omnichannel inbox, automation, SLA management, and\na self-service knowledge base for support teams.\n"
  },
  "outgoingEdges": [
    {
      "from": "tool:freshdesk",
      "to": "role:support-engineer",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Ora surfaced Freshdesk for customer support ticket triage and knowledge-base workflows."
      }
    },
    {
      "from": "tool:freshdesk",
      "to": "responsibility:triage-incoming-issues",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Helpdesk tickets and SLA context support issue intake and routing."
      }
    },
    {
      "from": "tool:freshdesk",
      "to": "skill-area:customer-support",
      "kind": "tool_used_by",
      "attributes": {}
    },
    {
      "from": "tool:freshdesk",
      "to": "skill-area:customer-support",
      "kind": "used_for"
    },
    {
      "from": "tool:freshdesk",
      "to": "tool:zendesk",
      "kind": "alternative_to",
      "attributes": {
        "comparison": "Customer support platforms"
      }
    },
    {
      "from": "tool:freshdesk",
      "to": "tool:hubspot",
      "kind": "alternative_to",
      "attributes": {
        "comparison": "CRM and support platforms"
      }
    },
    {
      "from": "tool:freshdesk",
      "to": "tool:salesforce",
      "kind": "alternative_to",
      "attributes": {
        "comparison": "CRM and support platforms"
      }
    }
  ],
  "incomingEdges": [
    {
      "from": "agent-readiness-score:ora.freshdesk-com",
      "to": "tool:freshdesk",
      "kind": "scores_agent_readiness_of",
      "attributes": {
        "observedVia": "ora-discover-api"
      }
    },
    {
      "from": "tool:zendesk",
      "to": "tool:freshdesk",
      "kind": "alternative_to",
      "attributes": {
        "comparison": "Customer support platforms"
      }
    },
    {
      "from": "tool:hubspot",
      "to": "tool:freshdesk",
      "kind": "alternative_to",
      "attributes": {
        "comparison": "CRM and support platforms"
      }
    },
    {
      "from": "tool:salesforce",
      "to": "tool:freshdesk",
      "kind": "alternative_to",
      "attributes": {
        "comparison": "CRM and support platforms"
      }
    }
  ]
}