This app combines Pivotal tracker features into Freshdesk. You can choose to get updates from Pivotal Tracker. So when there is any update on the story created in Pivotal Tracker, a private note gets added to the ticket. For example, if your new product is out on a beta, every feedback the beta users give, needs to be considered by the product managers and engineers. With the Pivotal Tracker integration, when your beta users raise a bug or feature request in Freshdesk, you can add it as a Pivotal Tracker story in the corresponding project. Similarly, if you've chosen to get updates from Pivotal Tracker, all updates will be added as a private note to the corresponding ticket. This way, it will be easier to update the customer.