Hello,

Happy Monday to everyone! Quite excited about the AMA session that's scheduled for Wednesday. We'll be inviting a couple of Product Managers and a Support Lead as hosts for the session. 

We're all excited to listen - you can ask anything and everything related to customer support :)

Some cues that you can pick up from:

1. Questions on product features
2. Questions on customer support themes 
3. Share how you're optimising Freshdesk to suit your workflows 

You can ask questions / share ideas as comments on this thread. The post will be made open for comments right on time for the session.

Looking forward to your active participation :)

Cheers!

Hello,

We're all set for the AMA session - this thread will be open for comments in about 20 minutes from now. Don't go anywhere - the action is all set to happen on this thread. 

Note for Users: You have to be logged in to support.freshdesk.com to write a comment on this thread.

Cheers!

Folks,

We're live now. Start posting your questions here.

Cheers!

Hi Sam,

Short answer: yes, we will be!

We have a dedicated team that has undergone training on GDPR, reviewed company-wide readiness and recommended changes.

As a data controller, it is important for you (as a Freshdesk customer) to assess what data you're collecting from your customers in the form of ticket field or contact fields and the legal basis for its processing. As a data processor, Freshworks performs a set of operations on this data only as required to provide our service and in compliance with applicable regulations.

As we work on shipping changes related to GDPR compliance, you can keep a close watch on this forum.

Shankar

Hi Andre,

We've just enabled Mint for your account. You can also follow this thread to know more about the Mint experience: https://support.freshdesk.com/discussions/topics/317622

Over the last six months, we’ve been enabling Mint for a good chunk of customers. Today, 45% of Freshdesk accounts have the option to switch to the Mint experience. In the next few months, we plan to gradually roll out Mint for the rest of the accounts. 

Cheers,

Aravind S

Hi Pankaj,

Mint is a complete rewrite of the Freshdesk app. It gives a brand new experience and several productivity enhancements that would assist your team to help your customers faster with more contextual information. You can read this blog post to know about the recently launched features in Mint - this includes the ability to create reminders for to dos, annotate screenshots you send, quickly insert canned responses using keyboard shortcuts and much more!

K. Andrew Navin

Hi,

We want to use machine learning to help agents get better at what they already do - like surfacing helpful information for agents when they’re working with customers, or guiding customers to the right solution. 

We just launched Social Signals, which uses machine learning to filter out the noise in tweets. We’re working on a lot more - stay tuned!

Cheers!

Hi Christopher,

Since you're a small team, you can probably start by setting up a support portal and creating knowledge base articles for common questions that your customers ask. You can also install the Freshdesk mobile app so you can answering questions faster from anywhere.

Shankar

Thanks everyone for joining our first AMA session,exclusive for community users. For folks who weren't able to join the session --We're leaving the thread open for comments until the EOW :) 

Cheers!