3.0 Browser Extension
In-Ticket Knowledge Search
Search and insert KB articles without leaving the ticket view. Keyboard-driven. Cmd-K everywhere.
What it is
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.
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KB articles are out of date because nobody flags them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
Results
Numbers from real deployments.
4 min
Saved per ticket on average
+31%
KB articles cited in resolutions
8 days
Onboarding time, down from 21
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.