By installing this app, you get the following benefits: 1. Agents can create workitems from the ticket details sidebar in Freshdesk. By selecting the project and workitem type, Freshdesk tickets appear as workitems on VSTS. 2. Once the work item is created and mapped with a ticket, any note/reply made to the Freshdesk tickets will be fetched and added in VSTS automatically. 3. Any status change in VSTS will automatically reflect in the corresponding Freshdesk tickets and vice versa. Status configuration can be provided in the app config stage. 4. Workitems in VSTS can also be created via other sources; if the subject name matches with the configured subject in app config, it will create a workitem in the specific project. 5. Ticket requester will be mapped as the "created by" user in VSTS. 6. Support for multiple VSTS processes.