If you are using Freshdesk as your helpdesk software, you can easily integrate your Freshdesk account with Freshchat. With this integration, you can follow-up on your chat conversations in Freshchat by creating a ticket in Freshdesk.
You can also pull up ticket details from Freshdesk when you are chatting with customers, this gives more context during a conversation with a visitor.
Here is how you integrate Freshdesk with Freshchat
Login as a Owner or Manager to your Freshchat account
Go to Settings -> Integrations and click the toggle button to enable the Freshdesk integration.
You will be directed to a page which asks you to enter your Freshdesk domain name and API key. Here is how you find your API key.
Copy and paste the API key and hit Save changes when you are done.
Here is how you configure Freshdesk in Freshchat.