Installing the Google Hangouts app for your Freshdesk will let you add a personal touch to your support in your helpdesk. With this app:
 1. You can video chat with your customers from your helpdesk and see what problems they are facing.
 2. You can, with customer authorization, provide remote assistance to them by taking control of their device. 
 3. Ticket requesters can share screens so agents can get better information on what their problems are.