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We are looking for ways to use Freshworks and Fdeshdesk differently within the same team.

 

Do you have any good ideas?

 

Freshdesk agents answer queries from internal users. If they are not resolved, they are escalated to a senior support engineer who uses freshservice.
They also monitor the system and use freshservice for easy integration with other systems.

 

The Freshdesk self-service portal will contain a knowledge base for internal users. We would like a senior support engineer to create this knowledge base.

 

Do senior support engineers need a license for both Freshservice and Freshdesk?

Hello @M.th If you want the senior support engineers to be able to manage the Freshdesk Knowledge base then they will definitely need a Freshdesk license to do so.

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