Thank you for reaching out with your query. It would appear that you are seeking assistance with a feature of a Freshworks product - in this case Freshdesk. Since this community is mainly populated with developers, we may not have the expertise to answer your query.
If you believe this is indeed a question for developers, do elaborate to help us with the right level of detail in terms of how you are looking at a solution. Is this an app you are trying to build perhaps?