We're super excited to announce the launch of the 'Collaborator' role in Freshdesk. With this new feature, agents will be able to invite and collaborate with any stakeholder or a subject matter expert inside the Freshdesk ticket. By bringing the Collaborator into the ticket, your agents can streamline support collaboration and save time in avoiding multiple back-and-forths for context-setting.
Collaborators can be colleagues from other teams or third-party contacts who are not a part of Freshdesk. They can be any stakeholder who can assist full-time agents with ticket-related information, updates, opinions, or approvals to resolve a customer issue. Collaborator role enables admins and agents to invite external stakeholders into the ticket to collaborate on issues where they need an extra hand(s).
With the Collaborator role,
Share the entire conversation history and context with collaborators by bringing them into the ticket.
Assign collaborators as secondary owners using shared ownership
@mention internal or external stakeholders into the ticket and invite them into the conversation.
Give Agents scope to add Collaborators in to Freshdesk
Give Collaborators scope to change the ticket status
Track and measure Collaborator performance and response times impact using Analytics
Access tickets, add private notes, and/or edit ticket status
Access customer conversation history, customer profile, knowledge base, and other issue-related information