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Topics started by Sumana Srikanthan

20 Topics

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Community Manager
Sumana SrikanthanCommunity Manager

[ACTION REQUIRED] Chatbot self-service widget - new URLs allowlist

Please be informed that we are moving from a third-party service to our own platform service to enable you and your customers with a stable, scalable, and an upgraded widget experience. This update is important and applicable if you have enabled CSP (Content Security Policy) on the self-service widget of your chatbots embedded in your portal. If so, please allow all the URLs shared below by 20th May 2022 to avoid any business interruptions: Region Self-service widget URLs to be allowlisted AUS wss://ws-mt1.pusher.com wss://rts-aus.freshworksapi.com https://rts-aus.freshworksapi.com EUC wss://ws-mt1.pusher.com wss://rts-euc.freshworksapi.com https://rts-euc.freshworksapi.com IN wss://ws-ap2.pusher.com wss://rts-in.freshworksapi.com https://rts-in.freshworksapi.com US wss://ws-mt1.pusher.com wss://rts-us.freshworksapi.com https://rts-us.freshworksapi.com Wildcard *.pusher.com *.freshwor

96606
guntws
Contributor
1 year ago
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Community Manager
Sumana SrikanthanCommunity Manager

How well do you know Freshdesk?

Drop your answers as comments, answers will be revealed mid next week!  ACROSS3. A field to capture/assign urgency4. You do everything to increase this score6. Be on time7. Try and test new configurations8. Enable customers to help themselves DOWN1. Assess customers' emotions from their tickets2. An occasional agent’s necessity3. Customers come here to raise tickets5. To automatically follow updates on a ticket, you become a ___ ?9. Let AI do its magic!

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S
Community Manager
14 days ago
S
Community Manager
Sumana SrikanthanCommunity Manager
posted in API and Webhooks

Set up Custom Objects in your Freshdesk yet?

Applicable plans: Forest/Enterprise You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever.  If you are on the Forest or Enterprise plan, just drop a comment on this post to learn more!

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Timour
Contributor
3 months ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Introducing OTP authentication for secure bot transactions

Tighten your bot transactions with an additional layer of security with OTP authentication. Configure bot flows to trigger OTPs to your customers’ email addresses or phone numbers and steer clear of identity thefts and access breaches. OTP AuthenticationLearn how you can secure all your sensitive transactions with ease here.

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Jarrod
Top Contributor
1 year ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Deactivate agents in Freshdesk

Previously, Admins had to delete agents leaving the company. When an agent is deleted, the email address is converted into a contact, and all their tickets automatically become agent unassigned. All reporting will be cleared with no track of the agent’s productivity. Going forward, with the ‘Deactivate’ agent option, Admins will be able to deactivate an agent, thus freeing up an agent seat, while gracefully retaining their contributions.  Click here to learn more

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A
Community Debut
4 months ago
S
Community Manager
Sumana SrikanthanCommunity Manager

COMING SOON - The all new Freshchat Inbox ✨

The glow up we all deserve!Coming soon to your accounts, this August!Our Freshchat inbox is getting a massive upgrade! While nothing is changing functionally, the conversation list, view, reply box, context pane, and filters on the inbox page are getting refreshed and will have a cleaner and more modern look. Sneak peek:As our best critics and beta testers of our products, give this prototype a try, there are some scenarios which you’ll have to handle, and please share your inputs & feedback on what can be better, and let us know what you liked best! 

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S
Community Manager
1 year ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Custom Objects - now available from PRO!

  With this update, Custom Objects will be available from the Pro/Estate (standalone & omnichannel) plans for businesses to capture all the relevant information right from the get-go, and have agents get down to solving customer issues contextually. Read more here.

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S
Community Manager
1 year ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Bring emails to your chat inbox

Yes, you read that right! Delivering on our promise of ‘one inbox for all channels’, we are now supporting emails in the chat inbox. You can now set up your support mailbox, bring in emails to the Freshchat inbox, and have your agents stay on top of customer questions irrespective of the channel.   This feature is available for the new and latest version of Freshchat (all sign-ups after June 27th).Learn more about the feature here.

1811
abhinay mishra
Community Debut
9 months ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Customer conversations across channels - at your fingertips

Customers reaching out via multiple channels for the same/different issue? Fret not!With the Conversation Switch, agents get a faster and one-scroll interaction to view historical conversations of the same contact in the same pane without leaving the Freshchat Inbox.  Learn more here.

1645
nlathia
Community Debut
5 months ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Canned Responses - Importing and Analytics

Perform bulk actions to manage canned responses, and measure the quality and effectiveness effortlessly. With this update, you can: Create multiple new responses and update the existing ones in bulk with ease Manage who gets the privilege to export/import these responses - be able to grant and remove access Track and define metrics to measure the usage of canned responses per your business needs Set permissions to view/share insights with necessary stakeholders, such as other admins, quality coaches, content writers, and even agents  Click here to learn more.

1472
ayush.jain
Community Debut
1 year ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Customize your bot’s conversation settings

Introducing the inactivity timer in the bot builder - customize the duration post which your bot can either trigger a flow, transfer the chat to an agent, or even resolve the conversation. Your bot will trigger the chosen action when the conversation becomes inactive for the configured time duration.You can also hide all historic, closed conversations in the bot widget on just a toggle from the Conversations Settings page.  Learn how you can set it up here.

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Community Manager
2 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

New and improved automations in Freshdesk

Hello everyone,Super excited to roll out the new and improved automations in Freshdesk. You can now set up Dispatch'r, Supervisor, and Observer rules from one place. Optimize your rulesWith the new AND/OR operators in automations, you can now optimize the number of rules in your account. Here's to clearer and more compact rules :) Summary for rulesEvery rule now has an auto-generated summary. You no longer have to rely on descriptions - the summary will give you a good visual overview of what every rule does.Thank you detector (powered by Freddy)More often than not, tickets get reopened when customers respond to just say thank you. This majorly affects resolution times.      Freddy's Thank You Detector understands the intent behind customers responses to decide whether a ticket should be closed or not when your customers get back thanking you. Read more here.See who edited your rules, and how many tickets your rules affectedThe new automations will now show you the number of tickets a

10488
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Contributor
3 years ago
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Community Manager
Sumana SrikanthanCommunity Manager

Richer sort options on the inbox!

As part of the inbox UI revamp, we’ve revisited the way sorting conversations work. You can now sort by -Newest Conversation (Team Inbox): Sorted based on the timestamp of the latest conversation update in descending order Longest awaiting response (Priority Inbox): Sorted based on the wait time of the customers’ unresponded message in descending order Oldest Conversation: Sorted based on conversation start timestamp, with the oldest unresolved conversation on top, in ascending order SLA Breach Time: Sorted based on SLA violations with breached conversations at the top, followed by those that are heading towards a violation in ascending orderLearn more here

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Community Manager
1 year ago
S
Community Manager
Sumana SrikanthanCommunity Manager

End-to-end bot localization

Localize all aspects of your bot widget - like the title, subtitle, Answers feedback, quick actions, and more. Admins now have one central page to add and manage all these languages - for Answers and Flows and use them seamlessly throughout the bot. Learn more here.

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S
Community Manager
1 year ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Did you check out the inbox makeover?

Noticed the makeover of your inbox page when you logged in today? 🎨We’ve enhanced the overall visual appearance, and usability across the three sections of the inbox page - the conversation listing pane (left), the conversations pane (middle), and the apps pane (right) so you and your team can quickly focus on the right details. Thank you to all those who took the time to play around with the prototype to share your suggestions and feedback. We hear you and will keep the improvements coming.Refer to this solution article to know what’s changed.

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S
Community Manager
1 year ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Your bots can now speak in 11 more languages!

You can now set up your bot in Tamil, Telugu, Hindi, Arabic, Vietnamese, Bahasa, Bangala, Malayalam, Punjabi, Kannada, & Urdu! Deliver customer delight by enabling your bots to speak to customers in the language they understand best, across the globe.  Learn how to set up multilingual bots here!

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S
Community Manager
2 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Introducing Sales as an add-on to the Customer Service Suite!

Are you looking for sales capabilities to unify your business processes along with your support operations? We got you!You can now purchase Freshsales as an add-on and use it within the Customer Service Suite without switching between the two products for complete context throughout your customer’s journey.  Read more here

550
S
Community Manager
3 months ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Manage your workforce with injixo! 👩‍💻

A complete workforce management package to help you strike the right balance between your customers, teams, and business. Make well-informed staffing decisions, switch from manual planning methods to automation, have complete and direct control over support costs. ​​With this integration, you can: Identify future workload based on historical chat data from Freshdesk Messaging Determine how many of your chat agents are required, and rightly-skilled Easily manage agents' shifts Create reports to measure and track KPIs at the end of each WFM cycle  Check out the app here!

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S
Community Manager
2 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

AI-powered automation throughout your support lifecycle

A recent report from Forrester found that Freshdesk provides 462% ROI over a three year period. In this webinar, we’re going to be taking you through Freddy AI for CX, the most advanced AI-engine for powering customer service, that works on all stages of the CX lifecycle. With Freddy, your business can provide intelligent self-service and unlock a world of productivity for your agents by eliminating busywork.Improve your team's performance and your CSAT ratings while reducing your operations costs! Save your spot now!In the webinar, we'll show you how you can:Build AI-powered chatbots using a no-code bot builder interface to detect intent, engage, and provide resolutions to incoming customer questions across multiple messaging channelsAutomatically triage incoming tickets to route, assign, and classify them inside Freshdesk, aiding in faster response timesQuickly onboard agents and have them get trained on-the-job for various support scenarios by building Assist Bots - bots for agents!

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S
Community Manager
3 years ago
S
Community Manager
Sumana SrikanthanCommunity Manager

Welcome a new virtual support agent to your team!

In today's world, customers' expectations are soaring. Businesses are expected to be available on multiple channels, seamlessly transfer context from one channel to another — all the while ensuring consistent, effortless, and personalized experiences. Meeting these expectations requires a great deal of investment in both personnel and processes. As a business, how do you achieve this without it costing you a fortune?Join this webinar to understand our fresh approach to chatbots. We’ll give you an overview of why you should bot and how we can help you do it efficiently. Save your spot now!You’ll get a sneak peek of the best chatbot solution that is easy to set up, enables you to provide contextual support, and is scalable.

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S
Community Manager
3 years ago

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