Recall surfaces the matching resolved incidents, their resolution notes, and the right knowledge-base article — right in the agent's ticket sidebar, the moment a ticket opens.
No AI. No API keys. No Freddy dependency. Deterministic matching over your account's own resolved ticket history. Works on every plan.
Rolled back the TAP adapter driver, then re-pinned the 6.3 client. Reconnected clean.
Flushed cached credentials, re-enrolled the device certificate. Fixed for the whole floor.
Step-by-step for agents and end users. Send with one click.
No setup projects, no re-indexing, no model to train. Install it, point it at your helpdesk, and it works the next time a ticket opens.
Add Recall to Freshdesk or Freshservice and enter your account domain and API key. It reads your resolved tickets and KB — nothing leaves Freshworks.
Recall tokenises the subject and description and scores your own closed tickets with BM25 term weighting plus category, asset and tag signals.
The best matches appear in the sidebar with a confidence score, the reasons they matched, and the actual resolution note — plus the KB article to send.
Everything runs deterministically inside the Freshworks serverless sandbox. There is no model, and no third-party server.
The top matching closed tickets for the one you're on, each with a confidence score and the exact signals that earned it.
The closing note of each match previewed in place — the answer that actually worked, not just a link to another ticket.
The same scorer runs against your Solutions / knowledge base and surfaces the article the agent should be sending.
Shared canned replies with {{requester.name}} and {{ticket.id}} variables, ready to drop into a reply.
Admin-defined checklists and templates per category, auto-suggested on the tickets they belong to.
Matches used, snippets inserted and estimated minutes saved — the number your team renews on.
Start free. Upgrade when your team wants the full match depth, KB, snippets, templates and analytics.
Billing is handled by Freshworks per agent. No card needed to start the trial.
No. Recall is fully deterministic and works on every Freshdesk and Freshservice plan, including the lowest tier. There is no Freddy dependency and no AI add-on to buy.
No. Matching uses BM25-style term weighting plus category, asset and tag signals. No model, no generative text, no external AI service is involved at any point.
It stays inside Freshworks. Recall reads your resolved tickets and KB on demand through your account's API to compute matches, and stores only your snippets, templates and usage counters in the Freshworks data store. No ticket data is sent to any third-party server.
When a ticket opens, Recall tokenises its subject and description, queries your resolved and closed tickets, and scores each candidate on shared terms weighted by rarity, boosted when the category, asset or tags line up. The highest-scoring matches are shown with their reasons.
Freshdesk and Freshservice, in the agent ticket sidebar. See the documentation for install and configuration details.
Give every agent the answer your team already found. Install Recall and try Pro free for 21 days.