There would be days where you are spending most of your work time collaborating with co-workers on hangout chat. What if a customer responds to the high priority ticket you have been working on? 

With the help of the Freshdesk bot, you can stay on top of your tickets on Freshdesk while you are on hangout chat, through notifications.

These notifications will be sent you as one-on-one conversation by the Freshdesk bot. You'll receive notifications for the following events only on the tickets assigned to you or on tickets where you have been added as a watcher.

Ticket priority updates
Ticket assigned 
Customer responded
Public note added
Private note added