Announcements and Events

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

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!

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 cents See you on March 22 at 10:30 AM ET/ 9 PM IST

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 success

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!

Spring, in the Northern Hemisphere, is almost upon us, and the Freshworks Refresh Community is ready to celebrate 🎉. We are super pumped to be hosting a range of activities in the community that are sure to set your heart racing. With an exciting lineup of learning sessions, community activities and giveaways, this is one court you absolutely want to be on! Week 1 - Demo district - There is no airball here, with the perfect set of demos of the top support questions answered by our inhouse experts from Freshdesk, Freshsales and Freshservice. Week 2 The community hunt - Think you can hit nothing but net? Hunt and peck through all of the new features and resources we released in the last few months to find the treasure and win a $25 gift card. Week 3 Courtside with community - Hang ten with the community ( and your favorite beverage ☕🧃) to get a roundup of what's happening on key topics. This quarter, we are talking about all things eCommerce and IT Operations Management. Week 4 Custome

Happy March, community We’ve got the perfect match-up for you as we kick start March madness, Freshservice customers! Presenting the Demo District , a visual space where you can deep-dive into the Freshservice universe. Spread across three videos, our product experts Anusha @Anusha, Prathiksha @prats and Sahana @Sahana Sekar give you a detailed low down on the following themes: New employee onboarding On-call management There are a host of takeaways, so listen in NEW EMPLOYEE ONBOARDING: ON-CALL MANAGEMENT: WORKFLOW AUTOMATOR: If you have any questions about these features, add them in the comments below, our product experts are at your service. What topics/ support questions would you like us to cover next? Tell us in the comments.

Hey folks, It’s time for March (Madness)! The first match-up in this series is between Freshsales and you. P resenting the Demo District , a visual space where you can deep-dive into the Freshsales universe. Let product expert, @gururag.kalanidhi be your guide in this district. Hear him talk about key takeaways and insights into 5 features that can help you speed up Freshsales workflows. Topics we cover - 0.35 - Summary section1.05 - Deal rotting1.34 - Territories and auto assignment2.04 - Sales sequence2.26 - SMS If you have any questions about these features, add them in the comments below, Guru will assist you in finding a solution. What topics would you like us to cover next? Tell us in the comments.

Hello Freshdesk folks We’ve teed up the perfect demo to kick start March (madness) Presenting the Demo District , a visual space where you can deep-dive into the Freshdesk universe. Product expert, @hemanth.ramya has lined up the perfect jump shot. Dive into the video to get your hands on Solutions and permissions Customized notifications Agent update/ addition If you have any questions about these features, add them in the comments below, our product experts are at your service. What topics/ support questions would you like us to cover next? Tell us in the comments.

We can't believe its almost the end of February, where is the time flying? We hope you’ve all had a good start to the year :) The community was built for us to share, learn and find product solutions and ofcourse make our work lives a whole lot easier. That's why we're super excited to be launching #TipsTuesdays - Freshdesk tips and tricks that would be very useful. The first edition is all about Ticketing workflow. Check it out below: #TipsTuesdays We'd love to hear from you- comment below if you found this useful and if there are any cool hacks you want to share! Also, let us know if you want to see tips on something specific. Watch this space for the next edition

For the third episode, we want everyone to understand one major thing; customers want to be heard. They care about being acknowledged and feeling understood. However, listening can easily become a background event; an activity occupying your surroundings, but not your consciousness. The difference between simply hearing what’s being said and really listening is attention. Cultivating attention opens up [mental] pathways that let you focus on customer problems better. Join us on Wednesday, Feb 16th, 2022, along side Alan Berkson and Matt Abrahams, as they talk through cultivating the sense & skill of active listening. To register for the event follow through to the event page below, and if you’d like Matt to answer some of your questions, write them down below!

Hello Refresh Community, We’ve made it to Day 12! Are you still with us? To wrap up the exciting 12 days of Refresh Community, and to celebrate the new year, we are hosting a Community giveaway. It’s the time to give, receive and spread some cheer - so join us for the final shebang, and get involved to take away a voucher worth $500 . What do you have to do to be eligible for this lucky draw? Be a Refresh community member Post a comment (a line or two) below with your expectations from the community in 2022. (Hint: The more active you are on the community, the luckier your chances!) One lucky winner will be announced on December 23rd. The countdown starts... NOW!

As we bid adieu to 2021, we wanted to take this opportunity to THANK YOU for your contributions in growing the Refresh Community. What better way to do that than by sharing a token of gratitude from the team: Presenting The 2021 highlight reel Let’s take a moment to look back at the many events hosted, coffee chats attended, conversations had, problems solved and takeaways learnt - all that we achieved together in under 60 seconds. Check it out - Here’s to 2022! See you there 🥳

Hey folks, Introducing Ramya, Technical Account Manager at Freshworks - Freshdesk Support Desk. I will let her take over in the comments, but to give a short introduction, she has been with Freshworks for over 2 years, solving product and technical issues, building meaningful and lasting relationships with customers along the way. And, as the holiday season is upon u s, we thought of no better time than now to help you get the most out of your Freshdesk experience during this time in the first of many Ask the Expert sessions. Topic: Your Freshdesk blueprint for the holiday break We want you to be prepared for the holiday rush - share your questions and challenges, learn a few tips and tricks, and get festive ready with Freshdesk. Ramya is available until December 17, answering your burning questions. So, fire away in the comments below… A few cues to get your started: How can I customize email notifications during the holiday season? What changes can be made to SLA’s and business durin

What’s a holiday without a few memes? We put our Community elf to work, and he’s back with a round-up of our favorites - Sales ITSM (Kudos to @vishnu.selvaraj) Customer support (created by @Arvind Ramamurti) What are your favorite holiday memes? Let’s keep it going

Adding another exciting event to your Community stocking - A live AMA session with CX Consultant and author, @Micah Solomon and Vice president, customer success, Freshworks, Disha Gosalia, where they will discuss how to successfully work with a customer who is upset, frustrated or disappointed. Whether you are facing a challenge in this area, have a question or looking for quick takeaways to build your capacity for delighting customers, tune in as Micah takes you through his MAMA (method of service recovery) formula, Disha shares her DDD framework, and answers some of your burning questions. This is another first on the Refresh Community, and we look forward to an exciting session with valuable takeaways. Key Information Date: 14th December Time: 8:00 AM PST / 4:00 PM GMT / 9:30 PM IST Topic: How to delight unhappy customers Link: Watch it right here, or live on LinkedIn. WATCH THE CHAT LIVE Comment your questions down below, and tune in to see what Micah and Disha have to say. Here’s

Hey folks! As the festive season draws close, and our decorations are pulled out of storage boxes (who am I kidding, I already have mine up!), we thought there was no better time than now to mix, mingle and make merry with our Refresh Community members. Right on top of our holiday wish list is a Happy Hour Meet-up with IT expert, Stephen Mann @manns and YOU, over Zoom. Yeah, you heard it right! Before we get our FIRST ever virtual meet started, we wanted to hear from you, our community members for whom we’re planning this. Which one of these topics would help you achieve your goals next year? Best practices for service desk adoption Your wins and struggles in service management Metrics that matter in a service desk Agent productivity in a world of hybrid work Choosing the service management framework that works best for you Your everyday life as an IT professional Others Let us know in the comments below? We are over the moon to be organizing this, and can’t wait to see you all (virtua