With contextual information being available on the Freshdesk screen, agents can now respond faster to support queries without having to even login to Hotline. The Hotline app on Freshdesk Marketplace solves two problems: 1. Agents need not switch between the Freshdesk and Hotline tabs when they reply to tickets or conversations. They can access contextual information from the Freshdesk inbox itself. 2. Information from multiple Hotline accounts can be accessed from one single Freshdesk account.