The app automatically tags the Freshdesk tickets with the tag "Freshservice" where a new Freshservice Incident or a Freshservice Service Request was raised from within the Threads option in Freshdesk. Using the Freshdesk ticket tag, businesses can understand the trend in the number of issues being sent to teams in Freshservice, have a unified view of tickets in Freshdesk Analytics and help in optimising the business process. The app will do the following - 1. Check whether a ticket has an associated Freshservice Incident or Service Request or both. 2. Automatically adds the tag "Freshservice" to the ticket. Agents who have access to analytics can follow the instructions on https://support.freshdesk.com/en/support/solutions/articles/240708-filtering-reports-in-analytics to know more on how tags can be leveraged to create better reports. It is mandatory to have the native Freshdesk + Freshservice integration for the app to function properly. Details about the integration are available here - https://support.freshdesk.com/en/support/solutions/articles/50000003749-introduction-to-freshdesk-freshservice-integration Please read the app instructions carefully.