Installing the Woopra app for your Freshdesk will let you handle tackle requester questions better by: 1. Allowing you to easily access a customer's profile information 2. Allowing you to view the pages the requester has visited on your site and other details when you view their tickets. (Enabling this feature will require you to modify your portal. Check this knowledge base article for more details - https://support.freshdesk.com/solution/articles/207019-the-woopra-app ) You can also make use of Woopra's integration with Freshdesk where actions can be automatically triggered in Woopra based on ticket properties in Freshdesk.