3.0 Browser Extension
In-Ticket Knowledge Search
Search and insert KB articles without leaving the ticket view. Keyboard-driven. Cmd-K everywhere.
Agents spend 4-7 minutes per ticket switching tabs to find KB articles. The Knowledge Search extension brings ⌘K into every Freshdesk page — search Freshdesk KB, Notion, Confluence, and any URL you whitelist. Preview the snippet, insert with citation, keep the conversation moving. No tab-switching, no copy-paste, no context loss.
See it in action
The plugin, live in Freshdesk.
Agents spend 4-7 minutes per ticket switching between Freshdesk and your KB. Our browser extension brings the KB inline — hit Cmd-K, type, get the answer, insert it. No new tabs, no copy-paste, no context loss.
Refund policy — Pro plans
↵ InsertFreshdesk KB · /policies/refund-pro
Pro plan customers are eligible for full refunds within 14 days of charge. ACH refunds settle in 5-10 business days...
Issuing partial refunds via Stripe
Notion · CX Runbook / Billing
Use the partial-refund endpoint when the customer keeps part of the order. Specify amount_refunded in cents...
ACH credit timing FAQ
Freshdesk KB · /faq/ach-timing
Most banks settle ACH credits within 5-10 business days. Some smaller banks can take up to 14...
Real-deployment numbers
4 min
Saved per ticket on average
+31%
KB articles cited in resolutions
8 days
Onboarding time, down from 21
Use cases & outcomes
When you'd use it. What you'd get.
Agent needs to cite refund policy mid-reply
⌘K, type 'refund', preview top result, hit enter to insert with auto-citation. 6 seconds total.
KB article turns out to be stale or wrong
Inline 'mark stale' button creates a follow-up ticket for the content owner. The feedback loop stays inside Freshdesk.
Internal docs live in Notion or Confluence
Whitelist the workspace, search the same index. Agents don't context-switch to another app.
Spotty connection during a customer call
200-article local cache covers the top searches. Search works even when the internet doesn't.
Problems we solve
The patterns we keep seeing.
Agents spend 4-7 minutes per ticket switching between tabs
KB articles are out of date because nobody flags them
Onboarding takes weeks because agents memorize URLs instead of content
Knowledge gets siloed in agent heads and Slack DMs
How it works
Three moving parts.
Step 01
Installs as a browser extension
One-click install for the agent. No admin work needed beyond a workspace toggle.
Step 02
Cmd-K opens search inline
Search runs against your Freshdesk KB, Notion, Confluence, or any URL you whitelist.
Step 03
Insert with formatting
Selected snippet drops into the ticket reply with proper formatting and a citation link.
Features
What's in the box.
- Cmd-K command palette in any Freshdesk page
- Searches Freshdesk KB, Notion, Confluence, and custom URLs
- Snippet preview with one-click insert
- Inline 'mark article stale' button — feedback loop for content owners
- Per-agent search history (private)
- Citations auto-attached to inserted snippets
- Works offline against a 200-article local cache
FAQ
Questions we get asked.
Direct answers. We'd rather you have the information than the sales pitch.
Stop waiting for Freshworks to ship it.
Tell us the workflow that's costing your team time. We'll have a working prototype in your hands inside two weeks.