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So, we’ve just joined Freshworks and are implementing our CRM (“Freshsales suite CRM”). And first of all, I would like to emphasize this post is not a big rant, I’d just like to clarify things on where Freshworks is having documentation at. It is all very very confusing and difficult.Developer docsAccording to your own developer portal at https://developers.freshworks.com/documentation/ I should use https://developers.freshworks.com/crm/api/ for my REST API documentation, if I want to mutate data programmatically. However via an article on https://community.freshworks.dev/ I was referred to the CRM API reference on https://developer.freshsales.io/api/ . (https://community.freshworks.dev/t/custom-module-query-freshworks-crm/5618) Almost the same documentation, but with some key differences. 🤷♂️The suggested answer with filtered_search does not seem to apply to my product somehow. CommunityFurthermore, right now I’m here (and you too reading this) on the community at https://community.
The Magic of Automation for CompanyStore!Customer Story
Companystore.io, deals with corporate, promotional merchandise and gifting. Both offline and online, all over the APAC region. 🎁The company was facing high volume, and did not have enough manpower to handle all the queries coming in efficiently. In the gifting industry, volumes are seasonal, and 90% of queries can be treated with a single response. With a large offline presence, email was the main form of support for customers, while an online widget is available for online customers.Secondly, orders are dispatched in batches, with quantities in the thousands. This means there are cases where a few members of a team have not received the gifts, which can lead to unsatisfied customers.With a need to maintain SLAs and address general queries coming in with limited hands-on deck, I discovered automations while exploring Freshdesk, and implemented it immediately. 📢 Here are my two tips to overcome such problems –Using automation to execute responses to common queries such as 'how much t
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