# How to use a Righthand with Freshdesk

Prepare a Freshdesk deadline review using ticket IDs, first-response and resolution due fields, assignment, and policy-backed exceptions.

By Righthand Team · 2026-10-10

Source: https://www.righthand.ai/blog/how-to-use-righthand-with-freshdesk

## Separate the first response from resolution

Use Righthand with Freshdesk to prepare a deadline review for an approved ticket queue. The useful result identifies which recorded deadlines need attention and what evidence the support lead should inspect. It should not collapse first-response timing and resolution timing into one generic overdue label.

Freshdesk's [API reference](https://developers.freshdesk.com/api/) includes ticket identity, due_by, fr_due_by, status, and related conversation information. Preserve those fields and their source time context. The account's business hours and support policy determine how the team interprets the deadlines.

## Define the queue and deadline policy

Give the account, selected tickets or view, reporting zone, included statuses, and the policy that defines an exception. For an illustrative morning review, include open billing-support tickets with their available deadline and latest customer-message evidence.

Inspect Freshdesk's actual tools through [integrations](/integrations). If ticket or conversation reads are unavailable, provide an approved export or scoped browser review. A native read may not include SLA configuration or every update action, so keep unsupported calculations out of the report.

## A complete illustrative brief

> At 8 AM America/Los_Angeles on business days, review the approved Freshdesk billing-support queue. Return a private deadline worksheet with ticket ID and link, current status, assigned agent or group, fr_due_by, due_by, latest supplied customer message, and policy-defined exceptions. Preserve original timestamps and show converted local times. Do not reply, change priority, reassign, or alter deadlines. Deliver to me for support-manager review. Reconcile the ticket count, status mapping, and source freshness.

This example is illustrative. The assistant should not recalculate SLA deadlines from guessed business hours when the source already records them or the policy is missing.

## Define the expected worksheet

An example entry could say: “First-response deadline supplied; resolution deadline later; latest customer message needs review; agent assignment missing.” The manager can inspect whether the customer needs a response and who should own it without conflating the two timing commitments.

Keep an absent deadline separate from a passed deadline. A ticket may be outside the selected SLA, or the export may omit the field. Ask for the missing policy or source rather than labeling it compliant or overdue.

## Reconcile before escalation

On repeat reviews, match ticket IDs and refresh status, assignment, and deadlines. A reassigned ticket should update the existing entry. A later customer reply can change the relevant support context even when the ticket number stays the same.

Permissions, incomplete conversation retrieval, and stale exports can limit the conclusion. State those gaps. If the manager approves a supported reply or assignment change later, verify the resulting record and communication separately; a private worksheet does not establish that the customer received anything.

Set authority through [Righthand connection permissions](https://docs.righthand.ai/guides/add-a-connection). Review [pricing](/pricing) for recurring deadline preparation and keep SLA interpretation and escalation decisions with the support manager.