Streamline agent collaboration with Threads! (LIVE NOW!)

Related products: Freshdesk
Streamline agent collaboration with Threads! (LIVE NOW!)

Agents can create Threads on Private notes, start a Discussion Thread, or while Forwarding a ticket to loop in fellow agents and other stakeholders to provide a complete context of the ticket. Threads organize conversations and focus discussions about the ticket or a topic within a particular ticket. It simplifies conversations on a chat-like experience for agents to collaborate with agents and stakeholders efficiently. 

Threads in Freshdesk

Agents can collaborate within the ticket using different threads in Freshdesk:

  • Forward Threads to collaborate on ticket forwards and keep track of subsequent replies. 
  • Private Threads to collaborate on Private Notes, Public Notes, and agent or customer responses. 
  • Discussion Threads to collaborate on a specific ticket in a chat-like interface to resolve issues faster. (Discussion Threads will be visible in the new ‘Threads’ panel and not on the ticket screen)

Threads enable agents to 

  • Improve agility in initiating discussions with multiple stakeholders on a ticket in a focused manner.
  • Effortlessly collaborate with fellow agents and third-party stakeholders while retaining context within the ticket.
  • Organize internal collaboration without polluting the main conversation pane.

Agents can tag and notify/collaborate with fellow Freshdesk agents or third parties (using Collaborators) on a Thread about a specific topic or an issue. They can invite any agent or parties into a Thread by an ‘@’ mention to invite them into the conversation, collaborate and resolve a ticket. 


All conversations on Threads will be only visible to agents logged in to the Freshdesk support portal. 

Please refer to these solution articles to learn more about Threads.



I know the realeasenotes say all replies on threads are only visible to agents but why are they not colored the same as private notes? This deviates from what agents know and expect from private notes.



Threads is a tool designed to streamline agent collaboration by providing a centralized platform for communication and information sharing. It enables real-time discussions, file sharing, and task management, fostering efficient teamwork and improving productivity. In the context of Twitch Viewers, Threads could be leveraged by content creators to interact and engage with their audience, creating a seamless channel for communication. This integration allows Twitch Viewers to actively participate in discussions, provide feedback, and contribute to the content creation process, ultimately enhancing the overall streaming experience.

UI suggestion for Threads.. after a few months we think the experience woul be improved with a “Reply” button which opens the Reply editor instead of the Reply editor being shown by default.

This would be a better use of screen real estate and allow you to see more of the thread. You aren’t always going to reply each time you view the thread.