When pressing 'Generate Requestor Reply' the integration correctly inserts the appropriate email content including a Control session link into a new reply on the Freshdesk ticket. The problem is that the content is placed into a blank reply, rather than a reply outfitted with our standard reply template.
This behaviour has changed between the integrations for the old and new Freshdesk UIs. (Freshdesk retired their old UI over the last 6 months which required all integrations to be updated, and I can say from my own experience with it that their the new API is different and not particularly backwards compatible so it would have been a rewrite.)
My only workaround at present is to 'Generate Requestor Reply', copy the content, discard the reply, press reply, paste the content into our standard reply template.
Customer support service by UserEcho