Announcements and Events

Kamakshi VCommunity Manager

Meet your Subject Matter Experts, our Freshworks Community Heroes!

Dear Freshworks Community,Reflecting on our Community’s journey so far, it's amazing to see how much we’ve grown and evolved–it’s been quite the ride! Before we delve into the much awaited news, we’d like to extend our heartfelt thanks to all our community members for being a part of this incredible journey. We take immense pleasure in introducing the heroes of our community — Your Subject Matter Experts (SMEs), dedicated to providing support and sharing product expertise. From Product Specialists to Solution Engineers, Solution Architects, and Customer Success Managers, they will be your guides, collaborators, and partners to success. The focus of our Community SMEs is to participate in discussions, host events, and provide tailor made solutions.You can engage with your Community SMEs through discussions, direct messages, or explore their profiles for efficient assistance and also learn more about them - while you’re at it 😀 We are really excited about our upcoming initiatives and a

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5 days ago

Kamakshi VCommunity Manager

posted in Announcements and Events

Who's Your Olympic Pick? Share Your Favorites!

Hellooo Freshworks Community!🏅 Just starting this thread to spark some excitement! Which team or athlete/player are you cheering for this Olympic Games? Share your favorites with us, and let’s cheer for them together! 🎉 Feel free to post images or updates about your picks!

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1 month ago

Kamakshi VCommunity Manager

asked in Announcements and Events

QQ - To all Community Members!! Are you able to view the IDEAS posted in the Recent Discussion tab?

Please reply with YES or NO so we can diagnose and fix any issues. Thanks for your help!

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7 months ago

Kamakshi VCommunity Manager

posted in Announcements and Events

Will January ever end?

So, I’ve been seeing memes floating around that January just won’t end. Anyone else feel that way? 😅 Personally, I’m right there with them—it’s like time’s dragging on! What do you all think?

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7 months ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

Introducing #Storytime on Community!#Storytime #CustomerStories

Hello community fam,We’re thrilled to present Freshworks Community's very own #Storytime – your monthly ticket to a world of entertaining and inspiring customer tales!We've sifted through our treasure trove of stories to bring you some that'll make you smile, think, and appreciate the effort that goes into creating great employee and customer experiences. (with the help of Freshworks products, of course 😉 )So, mark your calendars, because every month, we're serving up short stories that show you transformational journeys with a side of invaluable insights! 😄🌟Come have a read and don't forget to share some love in the comments section below. #CustomerStoriesStart exploring the stories here -Edition #1 - Trainline's travel taleEdition #2 - Elsevier's Digital Transformation StoryEdition #3 - Glen Dimplex and Freshservice: the ultimate dynamic duo in the world of IT adventures!Edition #4 - How RATP Dev's Global Transport Empire Thrives with Freshdesk Edition #5 - #Storytime - Shining

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8 months ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

#Storytime - How RATP Dev's Global Transport Empire Thrives with Freshdesk#Storytime

Hello fam,Thank you for being so patient but great news, #Storytime is BACK from its hiatus and we’re going to slow things down a bit and serve you bi-monthly editions of our best and most inspiring customer tales 😎Who doesn’t like the serendipity of traveling around Paris to discover new places that serve you the best Croissants? 🥐 And if you’ve used the underground metro to reach your favorite Cafe - the odds of you not knowing RATP Dev are very low. In the bustling world of French urban transport, RATP Dev claims the throne as the single most powerful operator to exist. Founded in 2002, its mission was clear: to ensure seamless operation and maintenance of transport networks across 16 countries and 5 continents, serving over 1.4 billion passengers annually. But amidst the complexities of this vast operation, there was a singular focus - passenger satisfaction.⭐️Enter Arnaud Etevenard, Director of the Digital Marketing, Data, and Integration Domain at RATP Dev. With a twinkle in hi

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8 months ago

rashmi.nagSkilled Expert

published in Announcements and Events

[Upcoming Webinar] 🚀 Calling All IT Superheroes: It's Time to Level Up! 🚀

Hey, IT wizards! 🧙‍♂️ Are you ready to turbocharge your IT team's performance? We've got a game-changing webinar coming your way that'll make your tech support smoother than a freshly defragmented hard drive! 💾✨🤖 Presenting: "Mastering Freddy Copilot: Unlock Your IT Team's Full Potential" - A Webinar to help you and your teams get started using Freddy Copilot and start realizing impact! 🤖Imagine an IT world where service delivery is standardized, issues are resolved quickly, and your operations are optimized to perfection. Sounds like a dream, right? Well, that dream is about to become a reality! 😎🗓️ When Can You Join?We've got multiple slots to fit your schedule:🌎 Slot 1: Oct 23, 8:00 am PDT | 11:00 am EDT | 5:00 pm CEST | 8:30 pm IST🌎 Slot 2: Nov 5, 8:00 am PST | 11:00 am EST | 5:00 pm CET | 9:30 pm IST🌎 Slot 3: Nov 19, 3:00 pm AEDT | 12:00 pm SGT | 9:30 am IST 🔥Register Now!🔥🎭 Where's It Happening?In the comfort of your own space - on Zoom! 💻 (Zoom link will be provide

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9 months ago

rashmi.nagSkilled Expert

published in Announcements and Events

[Upcoming Webinar] 🚀 Ready to Supercharge Your Customer Support? 🚀

Hey, support superstars! 🌟 We've got something HUGE coming your way that's going to revolutionize how you handle customer queries. Drum roll, please... 🥁🤖 Introducing: "Supercharge Your Customer Support: Unleash the Power of Freddy Copilot for Immediate Impact" - a webinar to help you and your teams get started using Freddy Copilot and start realizing impact! 🤖Imagine a world where high-volume inquiries are a breeze, ticket handling is smoother than butter, and response times are faster than you can say "customer satisfaction." Well, guess what? That world is about to become your reality! 😎🗓️ When Can You Join?We've got multiple slots to fit your schedule:🌎 Slot 1: Oct 22, 3:00 pm AEDT | 12:00 pm SGT | 9:30 am IST🌎 Slot 2: Nov 7, 8:00 am PST | 11:00 am EST | 5:00 pm CET | 9:30 pm IST🌎 Slot 3: Nov 20, 8:00 am PST | 11:00 am EST | 5:00 pm CET | 9:30 pm IST 🔥 Register Now! 🔥🎭 Where's It Happening?In the comfort of your own space - on Zoom! 💻 (Zoom link will be provided u

1122

9 months ago

AnushaCommunity Manager

published in Announcements and Events

ITOM Unlocked >>> Coffee Chat with ITOM Product Team: How do you manage a major incident?| Sep 2, 8:30 a.m. PDT

Hello good samaritans of the Freshworks Community,I’m guessing that since it’s mid week, you all must be inundated with meetings, driving ambitious projects, and tackling deadlines left and right. The goal is likely within sight. And you are hopeful of meeting your quarterly OKRs. But there’s a lingering unease at the back of your mind. An unpredictable spanner in the works that might upset your plans. And it happens to be spelt as o-u-t-a-g-e. Am I right or am I right? So, take a break, grab a cup of coffee, sit us down, and share with us what a major incident means for your organization and how you respond to it. Here are some questions to trigger your thoughts:How do you identify a major incident? How are end users informed? How do your agents triage the incident and resolve it? What part of the incident resolution process do you find the most painful? If you are currently using Freshservice to manage major incidents, what did the process look like earlier? How has it changed after

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1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Community Carnival October Agenda: There's something for everyone!

The cat’s out of the bag - the 2022 Freshworks Community Carnival is going to be a blast! But what’s in store for the rest of October? Take a look at your spook-takular October Agenda.🍭 Friday Fun House: In addition to meticulously designing our Halloween costumes, we’ve also curated a weekly ritual of games and quizzes. Date: Every Friday 🕸 The Coffee Booth: Meet with Bharath Chakravarthy, Onboarding Manager, Freshworks as he leads conversations on being scrappy while addressing customer challenges, over halloween punch, and (of course) cups of coffee! Date: October 18 | Time: 6 PM BST | 10 AM ET 👻 Community Market: It’s time to take a ride among the hidden gems of Freshdesk and Freshservice, with our very own fantastical product gurus! 🦉 Agent Roundtable: Hear from Riverside Insights, NBS, Ingram Micro, and Claire in this 30 seater conversation session! Date: October 27 | Time: 4 PM GMT | 10 AM PT 🧙‍ In the Spotlight with@zachary.king: Learn, interact and meet with softwa

12075

1 hour ago

rashmi.nagSkilled Expert

published in Announcements and Events

Holiday Gifting Guide: The Perfect Gift for your IT Agents

While we all gear up for the holiday season and welcome the brand new year, expressing gratitude in our own small ways to those who make our work lives simpler and efficient - our IT Agents! The perfect holiday gift for IT agents exists! ‘Tis the season to delight your support agents with:Time‍AgilityKnowledgeInsight, and Emotional wellbeingRead through our visual cards to find out more!In addition to a warm blanket, a holiday watchlist, and a steaming cup of hot cocoa, IT agents could also use these service management functions for an extra merry holiday season: A self-service portal to avoid shoulder tapping incidents An enriched knowledge base to deflect tickets. Workflow automators to reduce manual efforts An extra pair of (virtual) hands to power through the holiday requests Milk, cookies, and a large serving of enhanced employee experience If you are an IT agent, share your holiday season wish list in the comments below!

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6 days ago

alyssia.correaCommunity Manager

published in Announcements and Events

Product IDEAS Section | FAQs

Hello Freshworks Community!Please find the FAQs for the PRODUCT IDEAS section ! Here, you'll find answers to common questions about submitting, sharing, and voting on product ideas. Get the information you need to make the most of your involvement in shaping our products. ❇FREQUENTLY ASKED QUESTIONS ✳ What is the Ideas Section?The Ideas section on Community is where Freshworks Community members can view, share, submit and vote on freshworks product ideas. This can be feature requests, enhancement to improve the product experience, and more. The goal is to give our community members a voice to share their ideas and get direct feedback from the product team. What can you do in the Ideas Section? ➡ You can search and view ideas previously submitted➡ Share your inputs/suggestions on submitted ideas➡ Vote on existing ideas that you like➡ Share new ideas What is an Idea? An idea is a member-submitted product feature/enhancement request. It is a recommendation/proposal for features not

10669

24 days ago

sruthi.203Skilled Expert

published in Announcements and Events

Mission 6: In a parallel universe | Powerful apps for a phenomenal agent experienceMarketplace

Every now and then, Superheroes face obstacles that may seem insurmountable. But they always have that ultra-powerful tool in their arsenal which makes them invincible. That might be Captain America’s shield, Wonder woman’s lasso or Agent CX’s Tech Stack. For customers looking for meaningful engagement with the brands, your CX agents on the frontlines are usually the ‘face of the company’. If a business wants to keep customer attrition at bay, having a solid customer experience strategy backed by a powerful CX tech stack should be not just a goal, but a top-priority. This includes eliminating any communication barriers that may impede agents’ performance. Read on to find out the most common challenges (and their solutions) faced by CX agents: Challenge #1 - Dealing with surge in customer support queriesLong wait-times only serve to upset already-irate customers. Businesses need to empower agents with self-service tools that help them access required information with ease.SOLUTION The

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30 days ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Freshworks Insiders - Avengers.... assemble!

Hellooo Ladies and gentlemen, gather 'round! Have we got news for you! (whispers dramatically) It's big, it's bold, it's... Freshworks Insiders!So, what is Freshworks Insiders, you ask? It’s not just a program, folks. It’s a movement. It’s where our most passionate customers become our most influential voices. Think of it as the Avengers, but for brand advocacy. And instead of saving the world, you are helping us spread the word. Which is almost as cool, right? What’s in it for you?Build your brand: Ever dream of showcasing your prowess to the masses? Well, grab your cape (or cozy blanket, we don’t judge) and get ready to shine! As a Freshworks Insider, you can strut your stuff through guest blog posts, webinars, and events.Sneak Peek, anyone?: You’re the first to get to know about our newest features. It’s like being handed the keys to the Batmobile before Gotham even knows it exists. Your feedback isn’t just valuable—it’s critical in shaping our tech universe. Connect & collabor

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1 month ago

Kamakshi VCommunity Manager

posted in Announcements and Events

How often do you visit the Community?

Hey folks! I’m doing a quick pulse check as we look at how we can make the community even more useful for you.How often do you visit the community in a week, and what’s usually brings you to the Community!Would love to hear from all of you! Let’s get some comments rolling in here please !!!

2 months ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

#Storytime - Glen Dimplex and Freshservice: the ultimate dynamic duo in the world of IT adventures!#Storytime #Customerstories

Dear community fam,The third edition of #Storytime is here - your weekly ticket to a world of entertaining and inspiring customer tales! 😎Today we’re doing another epic ITSM tale and we’re using a familiar analogy from our previous posts!Imagine planning a trip with your friends to explore the global landscape of heating, ventilation, consumer appliances, flame, and precision cooling. Now, imagine doing this while embracing a sustainable world, led by Glen Dimplex, an international group headquartered in Ireland. They're not just into electric heating appliances; they're champions of low carbon solutions, making them the superheroes of keeping things warm without heating up the planet (how amazing is that?).But, navigating different territories comes with its challenges. For Glen Dimplex, with multiple business entities and IT teams scattered worldwide, it was like trying to keep track of passports in a crowded airport. Each region had its own ITSM tools, creating a tangled mess of te

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3 months ago

Ganeshcr14Community Debut

published in Announcements and Events

Relaunching Freshworks Academy: A Brand New Chapter in Learning

Hello Freshworks Community !!!!! We're thrilled to announce the relaunch of Freshworks Academy, your go-to destination for mastering Freshworks products. Our revamped platform isn't just a facelift; it's a comprehensive overhaul designed to enrich your learning experience, making it more intuitive, engaging, and rewarding.Before I give you a sneak peek of the Academy, let me introduce myself and my team. Ganesh ChakravarthiLead, Freshworks AcademyI'm Ganesh and I lead the Freshworks Academy. I specialize in creating courses and other educational content for our products. I constantly look out for new course ideas, improve UX, and deliver a great learning experience for our customers. I have created educational content for more than a decade and had previously worked with Salesforce Trailhead. While I'm not working, I love to play the guitar and go on motorcycle rides. Sangeetha VenkatesanSpecialist, Freshworks AcademyAs a valued member of Team Academy, I embarked on my professional

82521

3 months ago

AnushaCommunity Manager

published in Announcements and Events

ITOM Unlocked >> Do more with FreshserviceNews

Have you scrolled past the IT Operations Management section on the Freshservice Admin page without ever clicking through? Or did you explore Alert Management and couldn’t find what you needed? Or perhaps tried to set up an on-call schedule and got stuck? Let’s get together and fix this! Announcing ITOM Unlocked – a multi format campaign right here in the Freshworks Community – designed to help you start using Freshservice IT Operations Management via direct engagement with our product experts. Look forward to:A live meet-up every month where we take up use cases shared by our customers An on-demand-how-to video addressing a customer query posted every week AMAs, Polls, & more!Can you tell us what’s the first live event under ITOM Unlocked in the Community? Comment below to kickstart a conversation with our Product Experts!

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3 months ago

alyssia.correaCommunity Manager

published in Announcements and Events

🚨 ANNOUNCEMENT !!!! Update on PRODUCT IDEAS Section 💡

Hello Freshworks Community, As most of you know our Community platform went through a big revamp this year as well as improving many other sections to provide a better user experience. Incase you missed the update on Community 2.0, here it is !As we had promised, one of our big focus areas has been on improving and upgrading our experience on the "Product Ideas” section - our most popular segment on the Community.We know that the experience there has been less than stellar and we have been working very closely with our Product teams to build a robust process to review and share updates for the feature requests at scale. And share best practices for us to leverage and use the section more efficiently. As we begin revamping the section, please find the updates below: ✔ All ideas from before 2022 (i.e. 31 Dec 2021) will be closed for voting. This means that while the idea is still in the community, members will no longer be able to vote for them. ✔ Due to the large volume of ideas, our

128811

3 months ago

JagCommunity Manager

posted in Announcements and Events

New and upcoming features in Customer Service

We are excited to announce the next edition of New and upcoming features webinarWhen?Two slots1:30 p.m. IST | 4 p.m. SGT | 6 p.m. AEST & 8 a.m. PDT | 11 a.m. EDT | 5 p.m. CETMay 21, 2025 | WednesdayA roundup of all innovations coming your way. Equip your Customer Support teams with the latest productivity features and future-proof your support operations now!Register yourself here - https://www.freshworks.com/events/customer-service/lets-talk-cs/

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4 months ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

Mission 4: Say hello to Agent Royale, Ben Ford

Meet Agent Royale Ben Ford (@Crocus_Benford), CS Development Manager, Crocus, and his sidekick, Nova, as we explore a day in his life, and learn from his easy tips and tricks. ⏰ What’s the first thing you usually do when your shift starts? I start by reviewing the previous days’ reports, checking performance and trends. 📝 How do you usually prioritize your tasks for the workday?I rank my task priority by: 1 = Time dependent or critical issues to resolve. 2 = Current project work and day to day tasks. 3 = Continuous improvement. 📧 As the tickets come in, do you have any shortcuts/hacks/principles you follow to keep your inbox light? Automate as many easy tasks as possible. Use ticket properties and keywords to assign tickets to groups or a priority. Collect tickets with the same actions i.e. 'cancel an order' for someone to work through, as the repeated task can be quicker than having a different request every time. When volumes are high, export unresolved tickets and highlight d

15313

4 months ago

Kamakshi VCommunity Manager

posted in Announcements and Events

[INFORM] Attention Community Members !! Updates on Category Subscription!

Hey everyone!I’m thrilled to announce that we’ve just rolled out three brand-new subcategories dedicated to all things ESM — covering Workspaces, Document Management, and Employee Workflows! 🎉 These spaces are designed to be your go-to spots for best practices, tips, insights, and everything you need as we explore the exciting world of modules.Make sure to subscribe to the topics below so you never miss out on fresh discussions and updates! Workspaces Document Management Employee Workflows And based on your feedback, we’ve also rolled out the ability to subscribe to the Events page! 🎉 Now, you can stay in the loop on all upcoming events and never miss one that could be useful.I’m excited to see these communities grow and can’t wait to engage with all of you in these new spaces.

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5 months ago

rashmi.nagSkilled Expert

published in Announcements and Events

Freddy AI Listening & Learning Community: Share your Freddy Onboarding and Usage Experience!

Opportunity to share and learn about your Freddy Copilot experiences!Hello, hello!I’m back after a long time, and it’s so good to hear from all of you! This time, we want to hear about your experience setting up and using our Freddy capabilities (Freddy Copilot or Self-Service).Did you have any of those ‘aha!’ moments while setting up or training or using our Freddy capabilities? Your clever tricks and innovative approaches could be the key to helping others unlock Freddy's full potential in their workplaces.🤷🏾‍♂️Why do we want to know?🔵There’s nothing better than peer-to-peer learning that comes from experience and we’d love to facilitate that for our community.🔵We’d like to hear what could be made better to ensure you, as our customer, are getting all that you need to use our products and different capabilities to the fullest extent and also realize value from it.🔵We want to help our customers who haven’t yet used Freddy reap its benefits, and your experiences and best practices

2037

6 months ago

pratsCommunity Manager

posted in Announcements and Events

🚀 Introducing Freshservice Advanced ITAM powered by Device42

Freshservice now offers Advanced IT Asset Management (ITAM) powered by Device42, delivering comprehensive visibility, AI-driven insights, and real-time discovery across hybrid environments. With accurate Configuration Management Database (CMDB), organizations can: 💡 Make smarter decisions with advanced discovery covering legacy systems to cloud resources, enhanced by CMDB data normalization and automated reconciliation.⚡ Resolve issues faster with application dependency mapping, reducing mean time to resolution.🛡️Minimize change management risks with a clear view of upstream and downstream impacts. Enhance your IT operations with Advanced ITAM. Join our webinar on February 25th to learn more!➡️ REGISTER HERE

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6 months ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Expert Corner | Episode 2: Are you contributing to problem management?The Expert Corner

Hey!In our second edition of ‘The Expert Corner’, @BarclayRae explores the world of problem management. Frontline roles play a crucial part in contributing to problem management, and many a times that can be overlooked.Find out how you can address problems in your day to day operations: Until next time,

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7 months ago

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