Everything you need to install, configure and get value from Recall on Freshdesk and Freshservice.
Recall is a ticket-sidebar app for Freshdesk and Freshservice. When an agent opens a ticket, it surfaces the matching resolved incidents from your own history, previews their resolution notes, and points to the right knowledge-base article — so agents reuse the answer the team already found instead of re-diagnosing from scratch.
Matching is deterministic: BM25-style term weighting over the ticket subject and description, boosted by category, asset and tag signals. There is no LLM, no API key for any AI service, and no dependency on Freddy. Everything runs inside the Freshworks serverless sandbox.
Install Recall from the Freshworks Marketplace into your Freshdesk or Freshservice account. During setup you provide two things on the app's configuration screen:
yourcompany.freshdesk.com or yourcompany.freshservice.com.The API key is entered by an admin and stored securely by Freshworks. It is never exposed to the agent's browser and never leaves the Freshworks platform.
Freshdesk: click your profile picture (top right) → Profile settings. Your API key is shown on the right-hand side of the profile page. Copy it into the Recall configuration screen.
Freshservice: click your profile picture (top right) → Profile settings → scroll to Your API Key. Copy it into the Recall configuration screen.
Use an admin (or a dedicated service agent) key with permission to view tickets and Solutions/KB articles. Match quality depends on Recall being able to read your resolved ticket history.
On ticket open, Recall shows the top matching resolved / closed tickets, up to 10 per ticket. Each match carries a confidence score and the reasons it matched — for example subject overlap, same category, same asset, or a shared tag.
Each match previews its closing resolution note inline — the actual fix that worked, not just a link. Agents can read the answer without leaving the ticket they are on.
The same scorer runs against your Solutions / knowledge base and surfaces the article most relevant to the current ticket, so the agent can send the right documentation in one step. Available on Recall Pro.
Recall Pro counts matches used and estimated minutes saved, and rolls them into a simple usage view. These are aggregate counters stored per account — no end-user personal data is retained. This is the number teams use to justify the subscription at renewal.
Recall is one plan — Recall Pro, $7 per agent, per month — with every capability included. It starts with a 21-day free trial (no card needed); billing is per agent and handled by Freshworks.
| Capability | Recall Pro — $7/agent/mo |
|---|---|
| Similar resolved incidents | Up to 10 per ticket |
| Resolution-note preview | Yes |
| Confidence scores & reasons | Yes |
| KB article matcher | Yes |
| "Time saved" analytics | Yes |
Recall matches against your resolved and closed tickets. On a brand-new helpdesk with little or no resolved history, there is nothing to match against yet — the panel fills in as your team closes tickets. Confirm the API key can read tickets and that the ticket has a meaningful subject/description.
A low confidence score means the current ticket shares few distinctive terms with past resolved tickets, or the category/asset/tags don't line up. This is expected for genuinely novel issues. Adding categories, assets and tags to your tickets improves scoring, because those are signals Recall boosts on. Short or vague subjects give the scorer less to work with.
Recall lives in the agent ticket sidebar. If you don't see it, confirm the app is installed and enabled for your account, and that you're viewing an individual ticket (not a list view). An admin may need to re-check the domain and API key on the configuration screen.
Recall reads your resolved/closed ticket subjects (and, on demand, descriptions and notes) and KB articles only to compute matches for the agent viewing a ticket. It stores only your usage counters in the Freshworks data store, per account. No ticket or end-user personal data is exported off Freshworks, there are no third-party servers, and there is no AI/LLM processing. Uninstalling removes the app's data-store records. See the full privacy policy.
Questions, feature requests or issues? Email connect@talonoid.com and we'll help. Recall is built by TALONOID Technologies Private Limited.