We are replacing zendesk with Freshworks. currently Zendesk integrated with Change Management tool (BTI - Active Control) use for Transportation Management in SAP system.
We came to know from the vendor (BTI) that they never integrated with the tool Freshworks. So we are little worry about it and need the guidance / help / support from Freshwork with regards to the integration of Freshworks with SAP - Change management tool BTI - Active Control.
Hi @sukumarvempati,
Welcome to the Freshworks developer community! 
You could search in the Freshworks Marketplace to see if the required integration app is already available. If it is, you can install it for free or by paying for the app (if it is a paid app).
If the required integration app is not available, you can either build it yourself or hire a service provider to build it for you at a price.
To hire a service provider through Freshworks, please contact Freshworks support by sending an email to support@freshworks.com.
To build the app yourself, please get started with our documentation for some introduction and more resources towards the end of it, and move further. You can use this community further to get answers to more pointed queries that you may have.
We are currently working on replacing Zendesk with Freshworks for our support operations. In our SAP landscape, Zendesk is integrated with BTI Active Control, the change management tool used for transport and release management within the SAP system.
Since BTI has confirmed that they have not previously integrated Freshworks, we’re assessing potential approaches for achieving this connection. The integration is important to maintain the same level of automation and traceability in our SAP Transport Management processes, particularly around change approvals, ticket synchronization, and deployment workflows.
We’re looking for guidance or technical support from Freshworks to understand integration possibilities, whether through available APIs, middleware, or custom connectors. Our goal is to ensure that communication between Freshworks and BTI Active Control remains seamless and compliant with SAP’s change governance requirements.
While reviewing similar SAP integration scenarios during Pass4future SAP certification preparation, we found that most successful setups rely on REST APIs or middleware (like SAP Integration Suite or iPaaS tools) to bridge non-native applications. Any insights, reference architectures, or best practices from the Freshworks or BTI community would be highly valuable.