Announcements and Events

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 IT Date: November 22 at 4 PM CET | 7 AM PT 🍭 Friday Fun House: Our weekly ritual of games continues. Don’t miss th

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).

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 soft

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:

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 mind Your 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

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 were

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 queries Long 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

🕵️ 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-aways Plan – 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 attention Over and out!

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 conflicts A 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 frustration Step 2: Consider your options Step 3: Take action Give a warm welcome to Vishal in the comments - Say hello, ask a follow up question or share your own tips!

🕵️ 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 managing​​​​​global customer experience organizationsand promoting technological change making. If you have any questions for our speakers, feel free to leave them in the comments below! 👇

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 Fellows MoneyFellows 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: What were some of the

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 dupl

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!

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 her

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 other busine

Hey Community! The 5th edition of the CX review is out. We surveyed experts and practitioners to identify and unveil CX trends that will likely play out in 2022. Read it here. And this is your chance to explore the topic with our in-house specialist, Meeta Sharma. Grab a cup of coffee, and hang out with us on 28 February at 9:30 AM PT to dive deeper into these CX trends. Ask questions, get insights, and network with your peers. To help you get a head start on the coffee chat, here are some of the high-level takeaways from all the interviews and research we did: There will be more CX representation at the top table. The role of a CXO will become essential and hence more defined. CX veteran Greg Tucker shares the defining tenets of their role. Basics, consistency, and focus will define customer experience in 2022-Gurnoor Dhillon, CEO at GoToko explains why simplicity is the ultimate sophistication. Experiences will move from automation to prediction. It would mean that CX teams will oper

Hola!! March is on a roll, we know, but it’s not ending soon. Up next, we have an exciting AMA session with our very own @keefe.andrews! The spotlight this time on this edition of the community take-over will be on Keefe Andrews, Director of IT at SpawGlass, a Freshservice customer and a Refresh Community Champion. Keefe was kind enough to answer some initial questions for us already, and we’ve got them here for you. Question 1: What has your journey using Freshservice been like? Question 2: What features have you derived the most value from during your time with Freshservice? Question 3: What does your time in the Refresh Community look like? Question 4: Do you have another example to include in the Freshservice Ninja Playbook? Question 5: What would you like to share with the Refresh Community? But this does not end here. Here’s an opportunity for you to connect and ask questions to Keefe on anything regarding his journey so far and his experience using Freshservice and the Refresh c