If you are a user in Salesforce we have now made it easier to see if how and when your contacts are making tickets with Freshdesk. This view is on the Contact object. It is the third tab on the page in lightning. It will give you the ticket number, subject, ticket status, priority, last modified, and a view button. When you click on the view button you'll be able to see the entire email history of that ticket and which group and agent is currently working on it! 

DO NOT edit ticket details in the ticket view. This is internal freshdesk work

Here's a little loom to see how it all works!