We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

With Collaborators, support managers and agents can add or invite colleagues from other teams or third-party contacts into the ticket as a Collaborator. Collaborators can be any stakeholder who assists full-time agents with ticket-related information, updates, opinions, or approvals to resolve a customer ticket. Know more about Collaborators here.




Collaborator Privileges


Module

Collaborators can

Collaborators cannot

Tickets

  • View tickets they are assigned (Shared Ownership)/tagged(@mention) in

  • Add/edit their private notes

  • Update the status of the ticket using 'Add note and set as' options

  • Add and modify their time logs

  • View customer info related to the ticket they are part of

  • @mention agents

  • Add themselves as watchers

  • Forward tickets

  • Create tickets from the customer portal


  • Reply to a customer

  • Be the primary assignee to a ticket

  • Edit ticket properties

  • Create tickets from inside Freshdesk

Contacts

  • View contacts and company profiles

  • Create contacts

  • Edit contact profiles

  • Assume the identity of a contact

Knowledge Base 

  • View the knowledge base articles

  • Add/edit articles and posts

Workflows

  • Create ticket views

  • Log time

  • Use templates or scenario automation

Channels

NA

  • Call or chat with customers

Marketplace Apps

  • Use installed apps

NA

Mobile Apps

  • Use Android and iOS Freshdesk mobile app to 

    • View tickets they are assigned to

    • Add/Edit their private notes

    • Notify someone who is already in Freshdesk

    • Update the status of the ticket


  • Use Android and iOS Freshdesk mobile app to

    • Tag someone

    • Invite someone to Freshdesk

    • Reply to a customer

    • Edit ticket properties




Note: Automations do not work on actions taken by a collaborator.