Fuel your customer service with Lark x Freshdesk integration

Fuel your customer service with Lark x Freshdesk integration

Portrait of Jess Cheung Lark's Author
Portrait of Jess Cheung Lark's Author

Jess Cheung

September 29, 2023


Sep 29, 2023


4 min read

In today’s competitive business landscape, excellent customer service is the differentiator that sets your company apart and keeps you ahead of the competition.

With the powerful combination of Lark and Freshdesk, businesses can streamline customer support workflows to elevate their customer service experience to new heights. Let’s unfold how to use the latest Freshdesk connector, powered by Lark AnyCross, to fuel your customer support.

What is Freshdesk?

Freshdesk is a cloud-based customer support software and help desk solution developed by Freshworks, a company that provides software for customer engagement, employee engagement, and IT service management.

Source: Freshdesk website

Freshdesk allows businesses to support their customers through email, chat, phone, and social media channels. Some of the key features of Freshdesk include:

  1. Multi-Channel Support: Freshdesk supports multiple channels including email, phone, chat, and social media, allowing businesses to reach their customers wherever they are.

  2. Ticketing: It helps in managing, tracking, and resolving customer support tickets efficiently.

  3. Automation: Freshdesk provides automation options to streamline repetitive work by setting up ticket dispatch, resolution, and notifications.

Why is good customer support important?

Overall, investing in good customer support is essential for the success and growth of your business, impacting customer satisfaction, revenue, brand reputation, and long-term sustainability.

Benefits for customers:

  • Positive customer experience: Providing excellent customer support ensures that customers have a positive experience with your business. This enhances customer satisfaction, builds trust, and fosters long-term relationships.

  • Customer retention: When customers receive exceptional support, they are more likely to stay loyal to your brand. Retaining existing customers is more cost-effective than acquiring new ones, and good customer support plays a vital role in customer retention.

  • Customer loyalty: When customers receive exceptional support, they are more likely to become loyal advocates for your brand. Loyal customers not only continue to support your business but also become brand ambassadors, promoting your products or services to others.

Benefits for businesses:

  • Increased revenue: Satisfied customers are more likely to make repeat purchases and recommend your products or services to others. Positive word-of-mouth and referrals can lead to increased sales and revenue growth.

  • Competitive advantage: In today's competitive business landscape, good customer support can be a key differentiator. It sets your business apart from competitors and gives you a competitive edge.

  • Customer feedback and improvement: Effective customer support provides valuable insights through customer feedback. This feedback helps identify areas for improvement, refine products or services, and enhance overall customer satisfaction.

  • Business sustainability: Sustainable business growth relies on satisfied customers. Good customer support ensures that your business can thrive and adapt to changing market conditions.

Benefits for employees (too):

  • Enhanced employee morale: A focus on good customer support creates a positive work environment. When employees see the positive impact they have on customers, it boosts their morale and job satisfaction.

Three ways to integrate Lark with Freshdesk

With the power combo of Lark and Freshdesk, businesses can streamline customer support workflows to elevate the customer service experience to new heights. Let’s explore the magic that happens when efficiency meets innovation.

Streamline customer support and customer service processes with Lark AnyCross, using the Freshdesk connector.

1. Get Lark Notifications for New Freshdesk Tickets

Imagine receiving instant notifications on Lark whenever a new ticket is created in Freshdesk. This integration ensures that you're always in the loop.

By leveraging this template in Lark AnyCross, a message card is instantly built and sent to the specified Lark user (say a customer support representative) when a new ticket is received by Freshdesk. This immediate notification allows for a quick response, embodying the epitome of great customer service examples and improvement.

2. Add Freshdesk Tickets to Lark Base

If you would like to track all your tickets but want to see them without having to log onto Freshdesk, consider syncing all your Freshdesk tickets to Lark Base. Through the Freshdesk connector on Lark AnyCross, every new ticket created in Freshdesk can automatically become a record in Lark Base..

This integration ensures that your team has a comprehensive view of all tickets, enhancing collaboration and response time, key components in customer service improvement. Additionally, the customer support team can generate easy-to-understand dashboards directly in Lark Base. These dashboards track metrics such as ticket quantity, resolution rate, ticket types, and more. This information helps make informed decisions on how to improve the customer experience.

3. Create Freshdesk Tickets from New Rows in Lark Base

If you want to conveniently collect information from customers, you can use a Lark Form generated through Lark Base. However, it is important to also reflect these inputs in your Freshdesk to ensure accurate tracking and consolidated insights without discrepancies.

Using the Freshdesk integration template in Lark AnyCross, a Freshdesk ticket is automatically generated when there is a new row added in Lark Base. It ensures that every customer query logged in Lark Base seamlessly translates into an actionable ticket in Freshdesk, paving the way on how to improve customer service dynamically.

Three customer service tips to keep in mind

Response quickly

One of the most important customer service tips is to ensure swift responses. Whether you are integrating Lark with Freshdesk or other customer service software, it helps your customer support team acknowledge incoming customer inquiries as soon as possible. This facilitates instant notifications and ensures that customer queries are addressed promptly. This is a vital step in providing great examples of customer service.

Effective communication

Clear and concise communication is crucial. It is important for your customer support team to have extensive knowledge and effective strategies for handling customer objections. This not only saves time for both parties but also creates a pleasant experience and establishes the foundation for customer satisfaction.

Instead of relying on printed training brochures that may not have the most up-to-date information on various types of questions and answers, consider using a knowledge management tool like Lark Wiki. Customer support teams can easily search and find the best answer, even while on a call with customers.

Act on feedback

Centralizing and tracking all customer tickets is just the first step. What truly adds value to the business is the insights gained from past inquiries. Each ticket represents valuable customer feedback, and when combined, your customer support data becomes a goldmine for continuous improvement.

While there are various business intelligence tools available to analyze customer service data from different perspectives, the key is to get started quickly without being burdened by the cost and learning curve of an analytics tool. By using a solution like the Freshdesk integration on Lark AnyCross, you can easily consolidate your customer support data into one table and create visual graphs such as bars, charts, and lines to generate actionable insights in Lark Base.


Navigating the landscape of exceptional customer service becomes intuitive and efficient with the integration of Lark and Freshdesk. Every notification, ticket, and piece of feedback is an opportunity to refine, improve, and exemplify unparalleled service.

Interested in how to connect your customer support software with a work platform like Lark to fuel customer service? Contact the Lark team today to learn more ⬇️

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