Freshconnect is the enhanced version of the 'Discuss' feature inside Freshdesk.
With Freshconnect, you can collaborate with your team right where the context is without having to switch between multiple tools. Just open up the discussion from within a ticket or a deal and tag any teammate to start collaborating!
In Freshdesk, collaborate with your team on tickets by inviting team members for discussions whether they are an agent, admin or even someone in another function.
Refer this link for more information.
If you want to start a discussion with a person outside the organisation, you would just have to type out '@' in the discussion and click on invite to discussion and enter the person's email address to invite them to this discussion.
By default, members in a discussion only receive notifications when someone:
1) @mentions them
2) Replies to their message directly
3) @mentions the discussion
There is a dedicated Freshconnect notification center where you will receive discussion related notifications.
You can click on the Freshconnect link in this notification center to see a list of all the discussions you are
collaborating on.
Freshconnect notifications are also sent via email.
Go to https://freshdesk.com/login > Click on Forgot your Helpdesk name? and enter your email address. We would be displaying the Freshdesk account linked with that email address.
In every ticket details page, on the right-hand side there would be FreshSales integration available where you can create a lead or a contact in Freshsales. Refer to the image below:
However, you need to integrate the Freshsales app in Freshdesk. To know more about the integration check out the link.
The right solution for this would be Freshcaller, which is our Cloud-based Call Center solution. To know more about Freshcaller check out the link.
Freshdesk will not be able to manage assets. You can make use of Freshservice which is an Asset management software for this purpose. Please refer to the link for more details.
You can check out the link to know more about Freshmarketer.
To learn and also train your agents try the Freshdesk Academy. Go to academy.freshdesk.com and sign up and learn to set up Freshdesk.
When you delete a product all the ticket URLs that had the Product URL will become inactive and when your customers try accessing the links it would throw a '404 error'. This would be the case for any links with the URL and not specific to the tickets.
The association of the product with tickets raised will be removed and you will not be able to filter out those tickets separately. Any automation in which the product is a condition will not work as well.
You will not be able to mark a discussion as closed or resolved in Freshconnect. All discussions in which you are mentioned or that which you are following will be present on your list view.
Go to your Freshcaller account, click on the Metrics tab as shown below:
The Call Metrics tab in Freshcaller includes information such as customer number, the call handling time, the wait time of the customer in queue, option to filter and export the data.
Tired of logging into to different helpdesk accounts or CRM accounts? We vow to make this easy with a single login to all of your Freshworks' subscriptions.
Freshdesk is now integrated with a sidebar that enables you to quickly navigate to any of your subscriptions - Freshchat, Freshcaller, Freshmarketer or another Freshdesk account. You can also quickly signup for a new trial if you'd like to try any of our product offerings. The Freshworks Switcher is an easy navigation between all of your products and accounts.
If you are looking to train your agents or any of the admins, they can enroll themselves at Freshdesk Academy which has multiple courses for your agents to explore. Under "Explore Courses" option your agents will be able to select the courses like 'Freshdesk Admin Fundamentals' or 'Freshdesk Agent Fundamentals' and so on.
If you have any queries about the Academy, please drop an email to academy@freshworks.com. We'd be happy to assist!
