Announcements and Events

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Community Hours: Learn about the intertwined architecture of PCI Pal Payments App from our featured community expert Janani Babu & two more sessions in the line-up!

REGISTER For this session, we have invited one of our featured community members, Janani Babu, a developer at Geekfactory. Join us for an engaging ‘app showcase’ session followed by two more interesting topics to be covered during the session. Don’t forget to register. Block your calendar - Thursday, 27th October at 2:00 PM CET to connect with fellow developers in the community!TopicBuild an intertwined architecture - PCI Pal Payments App by Janani Babu - Geekfactory How to workaround API Rate Limits using Scheduled Events by Debjani Chatterjee Learn to run code after the user updates the app. — Introducing new App Setup Event by Saif Ali ShaikSpeakersJanani Babu - Lead Developer at Geekfactory (Follow Janani)Debjani Chatterjee - Senior Developer Advocate at Freshworks (Follow Debjani)Saif Ali Shaik - Senior Developer Advocate at Freshworks (Follow Saif)When27th October 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zoneOctober 27, 2022 5:30 PM → October 27

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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:

4451

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

22814

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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2 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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2 years 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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2 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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2 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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2 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! 👇

3526

2 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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2 years 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

11912

2 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!

2024

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Psst... Super-agents, we have a mission for you!Sneakpeak

Community super-agents and admins, are you ready for your operation brief? Mission: Celebrate and empower support agentsTarget: YouLocation: The Freshworks communityDate: August 29 - September 16Notes: We are initializing Mission Agent CX, a series of missions to empower and throw the spotlight on customer service agents like you, and celebrate all the incredible work you do. We have a bunch of missions for you to take the lead on. 🕵️ Brief 1: Decode the word search to find the names to your upcoming missions!

17311

2 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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2 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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2 years ago

rashmi.nagCommunity Manager

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

1824

2 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

2279104

2 years ago

Arvind RamamurtiSkilled Expert

published in Announcements and Events

Let's talk CX | Feb 28th| Post your questions for our CX expert

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

15217

2 years ago

rashmi.nagCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshservice MVP, Keefe Andrews, Director of IT, SpawGlassAsk Me Anything

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 comm

36850

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

[Event Recording] Virtual happy hour with Colin CrowleyHappy Hour

March (madness) IS upon us, Community folks! We are thrilled to present a slam-dunk event this month -A virtual Happy hour hosted by CX thought leader, @Colin Crowley In this edition we will be tackling the transformation of customer service into customer experience. This 60 minute interactive virtual workshop will dive deeper into the why, the when and the how. Have a question for Colin? Drop them in the comments below!

3981

2 years ago

Juhi SinghApprentice

posted in Announcements and Events

Community Hours: Join us LIVE on 24th March 2022 ✨

We invite you to join the second "Community Hours" session and bring you the opportunity to connect with the Freshworks developer community.REGISTER Topic: Using Request Method to Make API Calls in Freshworks AppsSpeakers: Meet the Freshworks platform expert @Raviraj When:24th March 20225:30 pm IST (India)| 1:00 pm CET| 12:00 pm GMT (London)Check your time zone What will we cover?In this session, we will go over making API calls with Request Method from the Freshworks apps, what does the platform offer for security, the limitations involved, and the options to overcome the limitation.Making API requests are critical for the integration apps and to retrieving and modifying the data on Freshworks products. Security is an important aspect as these transactions happen over the internet and require authentication and authorization mechanisms to securely share the data.What will you learn? How to make API requests from Freshworks Apps Why use the Request Method feature of the platform?

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2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshdesk MVP, Kannan, Director of payments, ZaloraAsk me anything

Hello there,I come bearing some exciting news!! We are hosting our very first Community take-over The spotlight will be on Kannan, Director of Payments, Zalora, a Freshdesk customer, on March 22. Let’s take a look at their background -- This is a great opportunity for you and your team to connect with a Freshdesk customer, and ask any questions that can help you make the most out of our product. How does it work?Post your questions in the comments section below Kannan will monitor the post to answer your questions Engage in a conversation, ask follow up questions or share your two centsSee you on March 22 at 10:30 AM ET/ 9 PM IST

47139

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Courtside with Community ft. Tibor Shanto | March 16 | How to become a pro at sales prospecting#CommunityChat

Calling all sales enthusiasts,This one is for you! Welcome to another edition of the #CommunityChat, where we explore a relevant topic with specialists, and YOU. Theme: How to become a pro at sales prospecting In this session, we will be joined by @Tibor, a sales leader for over 25 years. Called a brilliant sales tactician, Tibor helps sales teams and organizations translate strategy to results through a focus on execution. Tibor develops salespeople who understand that success in sales is about Execution – Everything Else Is Just Talk! Here’s a list of questions we will be tackling - What qualification frameworks do you use to identify prospects? Is there a way to qualify your list of prospect, prioritizing those that are close to becoming sales opportunities? If yes, how do you do it? Prospects can be reached out to via email, social and cold calling. What form of communication works best for you? What are some tips to start a conversation with a prospect? Metrics are key to succe

37461

2 years ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The March Madness Treasure Hunt is on! | Win a prizeTreasure Hunt

Well hello Community! Happy March! Let’s shake things up a bit and have ourselves a fun treasure hunt 💎💎💎💎💎💎💎💎💎 Here are your ground rules -- The clue will lead you to a word, phrase, or topic hidden somewhere in the Refresh Community. Make your way through the community to find the right article. Label your answers from 1 - 7 and add the respective article links in the comment section of this thread. The first person to correctly find all the treasures will win a surprise prize! Treasure hunt ends March 11. Ready or not, here we go!

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2 years ago

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