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Enhancements to Huddle to improve adoption

Related products:Freshdesk
  • September 14, 2017
  • 5 replies
  • 43 views
B
Contributor

Hi! Love the new Huddle feature. But, there are a few things lacking that make it hard for our team to actually adopt it for production use. Much like most of your client base (I would assume) we are geographically dispersed and in different timezones. We use a variety of technology platforms to get our work done (PC & Chrome, iPad, Android & iPhone apps).


Currently, we use FreshDesk and Slack for customer support, support team interaction, and support team interaction with our development team. To fully adopt the Huddle feature for day to day use, we need the following functionality to be included in it:

  • Required - App support - if we can't see a huddle notification or discussion in the Android / iOS app, we can't use Huddle
  • Required - Having a permanently open Huddle window in Chrome so we can see notifications against tickets and quickly click between tickets (like Slack channels)
  • Desired - Having a dedicated Huddle section (like Dashboard, Tickets, Huddle, Social, etc.)
  • Desired - Being able to create Huddle channels that aren't specifically linked to Tickets
Thanks in advance, and well done with the features you've already brought us!

5 replies

D
Community Debut
  • dhivya.sriram
  • Community Debut
  • September 14, 2017

Hey Blare,


I am Dhivya - Product Manager for Team Huddle. Thanks so much for writing in - those are some insightful suggestions :)

I will get in touch with you to discuss this further.


marcus.landgren
Community Debut
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I'd like to second Blare's very good suggestions and praise of the Team Huddle feature! Really great work from you guys!


I would like to add a coupe of more things that you should consider;

  • It would be great if it was possible to control the notifications for the comments better. As of now a lot of emails are being generated. In some cases this is good, but for agents who are permanently logged in to Freshdesk it's just annoying. A separate setting where each user can decide what notification emails they want to receive would be super.
  • If a user forgets to use @ in the conversation, no notifications are sent, even if there is an ongoing dialogue between some agents. It's very easy to miss conversations because of this.

Cheers! // Marcus

A
Community Debut
  • attila
  • Community Debut
  • February 16, 2018

I'd like to second the app notification:

  • Required - App support - if we can't see a huddle notification or discussion in the Android / iOS app, we can't use Huddle

We'd love to use the feature, but without notifications it's not useful for us.

D
Community Debut
  • dhivya.sriram
  • Community Debut
  • February 23, 2018

@Marcus- team huddle now allows agents to follow discussions which will notify the agent of every new message in the discussion. This will ensure agents don't miss huddle notifications :)


Configurable notification settings is in the works and I'll keep you posted about this.


@Attila - Can you tell me why mobile notifications are paramount to your team? This will help us design huddle for mobile better :)


K
Apprentice
  • kelvin.ward
  • Apprentice
  • September 22, 2018

I agree with the requirement for App Support. Almost one half of our workforce is mobile, and the Huddle feature does not work for them.

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