Announcements and Events

RiazSkilled Expert

Celebrating YOU and the year gone by!News

2021 was an important year for the Refresh Community - We were able to move many of our users from our internal forums and Slack to a single hub for all to collaborate, discuss, and share ideas.Work continues as we try to iron out new ways to meet your expectations and deliver delightful and insightful experiences – so thank YOU, for participating, sharing and welcoming new members! We want to take this opportunity to give a shout out to a few of our contributors that have helped grow this community, from engagement to moderation and everything in between. MODERATORS OF THE YEAR @hemanth.ramya, @Keer, @harshaa.sridhar – our champions taking care of the Customer Experience board, from support to hosting AMAs! @gururag.kalanidhi, @Aishwarya Parthasarathi, @Manasa Kumar – our heroes holding down our Sales & Marketing discussion board! @rajagopal.baladhandayutham, @sanofar.allahpichai – the team moderating conversations & discussions taking place on the Employee Experience categor

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2 years ago

rashmi.nagSkilled Expert

published in Announcements and Events

Fall ‘22 Launch: Join the discussion - Meet Customers Wherever They Are

We want to help you communicate with your customers wherever they are. We’re also making it easier than ever for agents to switch between channels. Watch this snippet from our Fall Launch ‘22 to know more about this. 💬 How will you use these capabilities to create a better customer experience? Share it with us in the comments section below 👇🏼

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2 years ago

sruthi.203Skilled Expert

published in Announcements and Events

Day 7: Appy Holidays | E-commerce app roundup for delightful support experiencesMarketplace

Hello, and welcome to the season special edition of ‘Do more with the Freshworks Product Suite’. We know that embracing the magic and madness of the holiday season can get a bit overwhelming, for both customers and businesses alike. From managing the rush on your e-tail store and providing high-quality support to keeping track of innumerable shipping queries and reducing cart abandonment rates, there is no dearth of things to get done.So, this time around we want to help extend the spirit of delight to you and help make this time less stressful. Read through and discover an exciting line up of e-commerce exclusive apps that help enrich every touchpoint of your customer’s online journey. The first stop on the e-commerce journey is managing your storefront. During the holiday rush websites see 63% more traffic which translates to higher volumes of orders, queries, and tickets. To ease this process and ensure maximum efficiency, we suggest:1. BigCommerce + FreshdeskProvide personalized a

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Community Carnival December Agenda: Celebrating the festivities!

Happy December! It’s the most wonderful time of the year. Before we all clock off for the new year, here’s a quick line-up of Freshworks Community events. Join in live, or view the recording when you are available! ✅ Freshservice Solution Booth: An expert-led walkthrough to improve employee satisfaction through Freshservice! 🎄 Holiday Masterclass: A Roadmap to Messaging Channels 🎁 [Upcoming] AMA: Freshworks Analytics: A look back at all the features and enhancements made for Analytics, along with a sneak peek at what the future holds. RSVP📅 Date: December 12⏱ Time: 7 AM PT/ 4 PM CET/ 8:30 PM IST ❄️ End Of Year Parade: 2022 was a delight - Let’s unwrap the year!📅 Date: December 16

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2 years ago

SnigdhaVittaldevSkilled Expert

asked in Announcements and Events

🎠The Community Carnival: A special MadLibs activity 🤯

Hi there, The week went by like a breeze and we’re back to try something new this #FunFriday. We’ve made an extremely simple Mad Libs game for you to guess the missing words. What’s really fun about this is, we get to see how different each story can turn out! ✒️ Here’s the word bank to help you identify the exact match. We’ve also added a few hints to help you along the way - 1. Team/organization2. Noun (Hint: Something teams and individuals strive to achieve)3. A Freshworks product4. Verb5. Verb6. Noun (Hint: This is made up of two words and is a product feature-related term)7. Noun (Hint: This is made up of two words and is a product feature-related term) 8. A Freshworks product (Hint: same as #6)9. Adjective + Noun (Hint: This is made up of two words, one an Adjective and the other a Verb)10. Noun Mad Libs text: The weekend is almost here! Something so satisfying about ticking off your checklist for the day. Before signing off for the day, the _______________ gathered in the room

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Community Carnival November Agenda: All that you love and appreciate

It’s the second last month of the year, and the team is buzzing!We are celebrating November with a bucketful of thanks, gratitude and appreciation for our community members, and the tools that make our life easier! 🦉 Agent Roundtable II: Our super-agents are all set to talk ‘Staying Productive (and Sane!) in the Contact Queue’. RSVP here.November 9 | 3 PM GMT | 10 AM EST 📣 [Freshservice] Azure AD Orchestration Webinar: Say goodbye to all your mundane IT tasks, and hello to Azure AD Orchestration! Join us for a webinar to know how! Date: November 15th at 11:00 AM CET. 🔮 [Freshdesk] Ask the Expert Special: Another day, another AMA! Join in to ask Sukanya, Customer Success Engineer, your questions on API’s and customer objects! 📚 Holiday Masterclass with Stephen Mann: Join Stephen Mann in conversation with Deepthi Nagarajan as they speak about Service Management beyond ITDate: November 22 at 4 PM CET | 7 AM PT 🍭 Friday Fun House: Our weekly ritual of games continues. Don’t miss the

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

[RECORDING] Agent Roundtable II: Staying productive (and Sane) in the Contact QueueLIVE

WATCH THE RECORDING The second Agent Roundtable is no available on demand in the Freshworks Community! This time around we celebrate highly productive agents who have an uncanny ability to handle a large volume of chats, emails, and/or phone calls at a fast pace (and not at the expense of quality).

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2 years ago

SnigdhaVittaldevSkilled Expert

posted in Announcements and Events

🎪 Community Carnival: How good are you at decoding the emoji language?

Hello Community Fam!All of us work so closely with so many products and softwares, I’m sure we can each name at least 10 terminologies while asleep - no kidding. But if these simple and basic terms were translated into the emoji language, won’t that be something?So, here’s something to make your Friday a littttle more fun - Can you figure out what famous SaaS vocab these different emojis add up to? #1 #2 #3 #4 #5 Was this too easy? Tell us what your guesses are in the comments section below!!#CommunityCarnival

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2 years 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

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2 years ago

alyssia.correaCommunity Manager

published in Announcements and Events

Freshworks Developer Summit powered by AWS: A Recap

Hello Community! The first-ever Freshworks Developer Summit powered by AWS that happened in Bangalore on Sep 22nd concluded with a bang, and we are excited to share a few highlights with you. We had an overwhelming response leading to a packed house with over 150+ attendees, 120+ of which were developers from diverse backgrounds and had experience working with multiple tech stacks. The Summit agenda had some awesome speakers lined up throughout the day and some very interesting topics, let's give you a walkthrough! Opening with the keynote from GWe conceptualized this event toenable more and more developers to build and deploy innovative solutions for the new-age customers who demand unified, seamless, and personalized experiences. Our CEO and founder, Mr. Girish Mathrubootham (also known as ‘G’ within the company), kicked off the event with a keynote session introducing the participants to Freshworks and the role of developers in delivering a delightful customer experience. He also

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

🎪 The Community Carnival 2022 is enroute!Community Carnival

THERE’S A NEW CARNIVAL COMING TO TOWN! 🎪Join in for a resource-sharing, knowledge-building, networking ride.Keep a tab on all that’s in store🎡 Your agenda for October will be ready on Wednesday, October 12. Stay tuned!🎠 There will be a host of activities across customer experience, employee experience, sales and marketing. Join in to network, learn and grow in your field.🎈 From October 17, search for #TheCommunityCarnival and access all the events and resources going live over the next 2 months!🎁 Have FUN! We are kickstarting the festivities early on the Freshworks community.Monthly Agenda:Carnival Fun Activities:

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2 years ago

Juhi SinghApprentice

posted in Announcements and Events

Community Hours 29th September 2022: How to work around API rate limits + Marketplace Gallery & Beta Apps!

REGISTER Learn how to workaround API Rate Limits using Scheduled Events and our roadmap for the Developer Accounts, Beta Apps, and the Marketplace Gallery. Join us live on Thursday, 29th September at 2:00 PM CET to connect with fellow developers in the community!TopicHow to work around API rate limits + Marketplace Gallery & Beta Apps!SpeakersDebjani Chatterjee - Senior Developer Advocate at Freshworks (Follow Debjani)Harish Janjam - Product Manager at Freshworks (Follow Harish)Sylendran Arunagiri - Product Manager at Freshworks (Follow Sylendran)When29th September 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone Thursday at 5:30 PM → September 29, 2022 6:30 PMAgenda What are API Rate limits How to manipulate your app to workaround limits Developer Accounts Deep Dive Beta Support for Apps + Marketplace Gallery Revamp Q&A We often hear from the community that working with API rate limits becomes difficult to manage while building apps. Howe

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2 years ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

Mission Agent CX | Put your thinking 🎩 on, and solve the riddles

🕵️ Super-agents, do you have what it takes to solve this operation? Solve the riddles below, and share your answers in the comments section. 🎫Question 01: I am what happens when two agents update the same ticket (Hint: I cause duplication. ) - What am I?Number of words: 02 #️⃣Question 02: I am the most famous hashtag any agent uses on social media. (Hint: I am the trendiest on Twitter!)Number of words: First half of two words 📅Question 03: I am a term that agents use when they watch a live recording of a customer session on their website to understand what the issue is (Hint: I am a bonus feature through the Freshdesk and Freshmarketer integration!)Number of words: 02 💻Question 04: I am what an agent looks at when they first log in. (Hint: I let them access settings and manage tickets) - What am I?Number of words: 02 ✅Question 05: I am what every agent wants (Hint: The higher I am, the better the agent is)Number of words: 03 🔍Question 06: I am the duration an agent takes to resol

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Mission: Agent CX initialized | Take a look at your operation briefMission Brief

Not all secret agents wear perfectly tailored suits and gizmos. Some wear hoodies, business casuals, and headphones. Like secret agents, the job of support agents can be demanding and is often not appreciated enough. They blend in with the background, though they deserve the limelight. This month, we’re initializing 🕵️ Mission Agent CX, a series of operations to empower and throw the spotlight on customer service agents like you and celebrate all the incredible work you do! Bring out your thinking hat because we have a bunch of missions for you to take the lead on. Here’s a look at the operation brief: 🎯 Mission 1: Confessions of a brilliant mindYour first mission, should you accept it, is a test of your product intelligence. Show off your acumen by sharing a unique use case of any feature in Freshdesk. Don’t worry; we’ll start the thread by sharing ours. Date: August 29 - September 16 📝 Mission 2: License to Delight Information is power. Every super-agent knows that. We're bringin

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3 years ago

sruthi.203Skilled Expert

published in Announcements and Events

Agents, if you were in a parallel universe, what problem would you like eliminated?

Show of hands - how many of you CX agents feel frustrated when you don’t know the answer to a customer’s query and it takes you way too long to find the solution? Or when you don’t have the tools needed to keep up with the overwhelming ticket quantities and communication channels that your customers reach out to you in? Or when you get that ‘if only’ feeling about a particular situation or workflow? We feel you. It can be complicated and crazy. And we want to listen to all your problems and challenges out here. It doesn't end there though. Our team will be looking into the issues and coming up with solutions for them - in the form of apps from the Freshworks Marketplace. Easy to use, efficient, and scalable, these integrations will make your life so much easier, elevate your workplace experience, and help you accomplish even the toughest of missions. Calling all CX agents! Tell us, what are the top challenges you face? Do you have any repetitive issues that keep popping up? If you wer

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Thank you, Super-Agents!

🎧 Headset On📒 Notepad Handy🕵 Invisible Cape on Standby This one’s for you, Super-Agents! We know it’s not easy being you, but we wanted to take a moment to celebrate all that you do - THANK YOU Thank you, Super-Agents! Tag your fellow agents in the comments section and spread the love 💥

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Agents, 5 tips to get better at communication

🕵️ Special operative, @DanValks has arrived in the community to share his tips on getting better at communication! A little about Dan 🖐Dan has been working with Mid-Market and Enterprise customers at Freshworks for the past two years, helping them to get the most out of Freshworks products. Before Freshworks, Dan worked in the Travel Industry in Operations, Product Management and People Management roles.Outside of work, Dan enjoys spending time with animals and traveling to new places. Top take-awaysPlan – Have a clear idea of what you want to say Know your audience – Understand what they want to get out of the conversation Sometimes it is better to pick up the phone – Simply picking up the phone can save time Listen – Conversation is a two-way street, and listening is just as important as speaking Body language matters – Make sure you give the customer your full attentionOver and out!

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

3 step process to resolve customer conflicts

On today’s agenda:Enjoy a warm cup of coffee Listen to your favourite playlist Learn from @vishal.balasubramanian’s 3 step process to resolve customer conflictsA little something about our host, Vishal Balasubramanian Vishal is a support lead at Freshworks. He is passionate about helping customers and providing a delightful experience for them. The best part about his job is having the opportunity to build customer relationships and help build great businesses.Outside work he is an avid traveler, fitness enthusiast, enjoys reading comics and tries his hand at photography. Step 1: Acknowledge the frustrationStep 2: Consider your optionsStep 3: Take action Give a warm welcome to Vishal in the comments - Say hello, ask a follow up question or share your own tips!

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

RECORDING: How to become your productive best with Jeannie and Colin [Ask Questions]Mission 5

🕵️ Live with Jeannie Walters and Colin Crowley: How to become your productive best A little bit about our speakers @Jeannie_Walters Award-winning customer experienceexpert, international keynote speaker,and Founder of Experience Investigators@Colin Crowley Freshworks CX advisor, 12 years of managingglobal customer experience organizationsand promoting technological change making. If you have any questions for our speakers, feel free to leave them in the comments below! 👇

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3 years ago

alyssia.correaCommunity Manager

published in Announcements and Events

AMA with Freshdesk Customer, Shehab Moustafa, Money FellowsAMA

Give a warm welcome to the host of our newest Customer Spotlight Session! 🕵️ Over the next two days, the community is hosting a special Freshdesk customer -@Shehab Moustafa , from Money Fellows. He comes with 17 years of extensive experience in customer happiness & operations management, customer journey design & implementation, strategic planning & execution, business transformation & governance model, people Management, talent management & leadership.He is joining us in the community to answer all your questions (product and/or industry) - so start adding them to the comments below! 📢 Here’s a little bit about Money FellowsMoneyFellows is a collaborative Group Lending and Savings Platform. It is a trusted and more convenient way of finding and managing Money Circles online, by digitizing the traditional, informal offline ROSCA (Rotating Savings and Credit Association) Model, allowing users to meet their financial and saving needs. Alyssia, Community Manager: Wha

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3 years ago

alyssia.correaCommunity Manager

published in Announcements and Events

Mission 2: 3 Tips to be faster at Customer Support

Community agent 🕵, do you copy? 🖐 @Leslie.Chan, Lead Solutions Engineer, Freshworks is ready to debrief. Been with Freshworks for almost 3 years now, she is passionate about helping customers digitally transform their customer experience and leveraging new, modern technology like Freshworks to accomplish it.Outside of work, she loves to play tennis and golf and spending time with her two dogs, Tucker (husky) and Buster (labrador)! Here are her 3 tips to be faster at customer support (you don’t want to miss it!) Top takeaways Having a bot-first platform takes out the tedious work and helps your organization scale as your business grows! Get the data you need to make better operational decisions Last but not least, it’s all in the details of Freshdesk: scenario automation, agent collision detection, internal bots and more. If you’d like to say hello to Leslie, or ask a question, share it in the comments section below!

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3 years ago

Juhi SinghApprentice

posted in Announcements and Events

Community Hours 25th August 2022: Server Method Invocation - A Serverless take on Remote Procedure Calls

REGISTER Server Method Invocation (SMI) feature allows you to build frontend apps that invoke a serverless component. This session will discuss why you need SMI and when to use it in your serverless app. Join us live on Thursday, 25th August at 2:00 PM CET to explore the feature and learn from fellow developers in the community! TopicServer Method Invocation - A Serverless take on Remote Procedure CallsSpeakerShravan Balasubramanian - Senior Software Engineer at Freshworks (Follow Shravan)When25th August 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone Agenda What is SMI, and why do you need it? How to get started with SMI registration How to invoke SMI functions and essential things to remember about SMIs How frontend apps invoke SMI functions, and the response is handled When to and when not to use the SMI function Demo/Sample use case Q&A What’s in it for me? To introduce SMI and further explore when to make use of it in your serverle

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3 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Sneak peak: Community, are you ready to guest blog?

Psst 👀 Freshworks Community, there's something exciting coming your way.Bustling with ideas? Think your expertise can help others? Have a Freshworks product use case to share with your peers? Whatever your interests are, starting next week the 🔦 spotlight is yours. Become an integral part of Freshworks’ global community, share your valuable insights, and make a impact. A host of benefits and goodies await you. Would you be interested in becoming a guest blogger? Yes, no, maybe - tell us in the comments!Stay tuned for August 16! ⏰

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3 years ago

rashmi.nagSkilled Expert

published in Announcements and Events

Share your thoughts: Summer '22 Product Launch

The Freshworks Summer ’22 Product Launch highlights new and recent innovations to empower the people that power your business. The product updates are designed to make work easier and more delightful. What product update will be most impactful to your company?Let’s take a peek into some highlighted capabilities that make delight easy across customer and employee experiences.Freshchat Equip your agents with total customer context across use cases, such as Support, Sales, and Marketing, through the power of Freshworks Neo Platform's Unified Customer Record (UCR) - enabling the agents to delight customers flawlessly.Learn about additional capabilities of Freshchat here Freshdesk With Custom Objects, agents need not switch between multiple tools, but instead can bring in business-critical information from other data sources right into Freshdesk. That’s what we call empowering agents to resolve issues faster and in a contextual manner.Learn about additional capabilities of Freshdesk here F

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3 years ago

akshara.sruthiSkilled Expert

published in Announcements and Events

Coffee Chat on May 17 at 11:00 AM EST: Successfully implementing self-service within an organization

Our next Coffee Chat is here. We have @manns hosting it for us ☕️ 🎉It’s happening on Tuesday, 17th May 2022 at 11 AM EST.The topic of discussion is: Successfully implementing self-service within an organization.Please block your calendars for about 45 minutes to answer five questions and have an interactive session with Stephan Mann, Principal Analyst and Content Director at ITSM.tools Be sure to mark your calendars for this one! Which challenges and opportunities drove your organization to adopt IT self-service capabilities? How would you rate your self-service success to date, and why? What are the most significant issues you faced in introducing your self-service capabilities? How does your organization encourage employees to use its IT self-service portal? In particular, how did/do you market your self-service capabilities? What are some of the good or best practices you’ve adopted to drive your self-service success? Have you extended your IT self-service portal to othe

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3 years ago

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