With the Freshmarketer integration, you can now view customer sessions on every ticket generated in Freshdesk. A session replay is a recording of the customer’s journey on a website or within a web application.
Benefits of this Session replay integration:
Get context about the issue that the customer has been facing, without having to ask them to elaborate the issue. For e.g. If a customer has been facing trouble with routing emails, you can look at the session replay and understand what went wrong.
Lesser email threads leading to decrease in resolution time.
Understand which part of your website/product is confusing to the customer.
Reduces the need to ask customers for screenshots. Instead replay the sessions.
Identify the solution articles visited by the customer to make sure that the support agent does not suggest the same.
Please refer this link for more details.