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Rehumanizing Agent Roles With AI: A conversation that continues at Refresh Virtual Summit 2025

Hello Everyone!Discover how AI can lift the weight from the daily grind of support agents and restore the human spark in customer-service roles. In our article “Rehumanizing agent roles in the age of AI”, we explore how the right blend of empathy and automation empowers agents to move from transactional tasks to delivering meaningful, differentiated experiences. Join us at Refresh Virtual Summit 2025 to dive deeper. Register now to explore how people-first technology, intentional design and scalable processes come together to uncomplicate CX, uplift your teams and scale your impact.[Register for the summit]Looking forward to seeing you there!

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Move reply window on top of conversationNew Idea

We’ve changed the way the conversation flows, so instead of the latest reply being at the bottom of a ticket, the latest reply is on top.This presents

Pin notes on topNew Idea

Well met,I searched for an idea to enable pinning of notes under the description field, but was only able to find it for Freshdesk, not Freshservice -

Agent Groups - Sub-groupsNew Idea

In some instances, teams have one group and then they assign the tickets to sub-groups that only their team are able to use. Instead of farming ticket

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