The Google Drive Integration lets agents and customers browse for files from their Google Drive folder and share them when submitting or replying to a ticket in Freshdesk. Some benefits of using this app are: 1. Customers can attach files from their Google Drive to the ticket. This makes it easier to share a screencast video, or bug report. 2. Each agent can link his Google Drive account to his Freshdesk account and use Google Drive's features to share documents and resources with customers. 3. Attachments made from Google Drive aren't stored in Freshdesk. They are hot linked from the original source, thereby removing file size restrictions and file upload difficulties for users.