Topics started by rhea.desouza

49 Topics

Mission 1: Automate with Freshdesk | Challenge

Hello super agents - it’s time for your first mission - a special operation drafted for your eyes only.As a customer support agent using Freshdesk, we want to hear from you! Search through your bank of resources and expertise to divulge product secrets with the community. Challenge brief: How do you use Freshdesk to automate tasks? Automating mundane and repetitive tasks is a norm today. Freshdesk provides a number of ways businesses can automate workflows and processes, making it easy for agents, and increasing productivity.🚀 Theme: Using Freshdesk to automate tasks.🕛 Timing: Accepting intelligence till September 16.🎉 PrizesGet recognized as a top operative in the community Your key to a covert badge Get spoiled with Freshworks goodies ✅ How can you get involved?👉 Do you have a creative automation use-case? Share it with the community in the comments section below. 🧾 To help craft your own statements, here are a few triggers - Problem statement you were facing How did you sol

132022

3 months ago

rhea.desouzaCommunity Manager

published in Apps and Marketplace Integrations

Community Market: Freshdesk Tools that make YOUR job more efficientTips

Hello! I am back with another list of tips and tricks for our Super-Agents! We hope these are helpful in making your crucial work just a little bit more efficient. Remove quoted text app:Often, the customer willingly or unwillingly responds to your emails with the quoted text expanded. This causes long ticket threads to appear in your Freshdesk account. The Remove quoted text app will automatically remove the quoted text in the reply of an agent so that you don 't have to worry about it anymore. Attachment manager app:When a ticket has multiple conversations, it is quite tedious for the agents to go through every conversation and access attachments associated with it. In such cases, the attachment manager app allows you to organize all your ticket attachments, access them from a common location and download all the attachments in a single click. Reassign previous agent app: Consider a scenario where a ticket comes in and the agent working on it decides to assign it to another ag

661

3 months ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Join Freshworks Insiders - a celebration of YOU!

Hello Freshworks Community Fam!!The holiday season is upon us, and we're thrilled to share some exciting news that will add even more sparkle to your festivities! 🌟 Introducing Freshworks Insiders – a celebration of YOU, our fantastic super-users! 🎁 What is the Freshworks Insiders?Designed to celebrate and empower our customers, it is a space where your voices are heard, your stories are shared, and your impact is felt. 🌈 Why Should You Join?Your Voice Matters: Share your success stories and holiday triumphs! Take part in curated challenges and asks to win points! Take center stage: Let's talk about you! We'll shine the spotlight on your expertise and industry knowledge, so you can inspire peers across the globe. Exclusive Rewards: Tis' the season of giving, and we're giving back to you! As a part of our program, you'll have access to exclusive perks, discounts, and goodies. 🎉 How Can You Get Involved?Getting started is. Visit our website, click 'Join Now,' and voila, you’re a par

20811

4 months ago

rhea.desouzaCommunity Manager

published in Announcements and Events

AMA with Freshdesk customer Lettitia Findlay, City Property ManagementAMA

Mission 3, here we go! Over the next two days, the community is hosting Super-agent and Freshdesk customer@Lettitiaf, Head of Marketing, Communications and CX, City Property Administration. She will be answering all your questions (product and/or industry) - so start adding them to the comments below!This is your chance to engage directly with a Freshworks customer who has solved their support challenges & discover unique use cases. 📢 Before we begin, get acquainted with Lettitia from City Property Administration. Rhea, Community Manager: We’d love to learn more about City Property Administration and your role there - who your customers are, what is your customer service strategy, and some of the common queries that your customers reach out to you for?Lettitia: City Property is a visionary and people-focused property management company that leads urban transformation and renewal. We manage and create human ecosystems to have a positive impact on the lives of the people who use our

47324

5 months ago

rhea.desouzaCommunity Manager

published in API and Webhooks

Ask me Anything: Live Q&A on API's and Custom ObjectLIVE Q&A

Did we save the best for the last day of November? Let’s find out.@sukanya.arunachalam, Customer Success Engineer, Freshworks, is all set to take the stage at a special ‘Ask Me Anything’. A little note about our host 💎I got lucky to start and continue my career with a customer-facing job in an expeditiously growing company with over 8 plus years of experience. Starting as a Support Engineer really helped me to shape myself to have a "Customer First" attitude and to become this ardent customer experience representative.Having gained some technical exposure on how SaaS-based products function and have found some success in the areas of Implementation, customer support, framing/coordinating processes, and coaching analysts, I am working on understanding the workflow model of different businesses across SaaS to help offer recommendations which in turn would help deliver better ROI and improve our customers KPI’s! 🎥 Topic: 1. API’s: Overview and capabilities 2. Custom Objects💡 You will

49613

8 months ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Unlock the gates of the Freshworks inner circleFreshworks Insiders

Greetings Freshworks Community members! We have a proposition for you, one that will unveil a world of exclusive benefits and extraordinary experiences. We are keeping the finer details under wraps for now.Read on to discover the path to becoming a part of the inner circle. The Quest: Guess the answers to 3 questions, find the correct 4-digit passcode, and reveal your answer in the comments section. All those who guess it right will receive an exclusive invite in their inbox! How many customer service products does Freshworks have? How many product plans do we offer? How many offices does Freshworks operate?💡 Let’s see how many of you can get it right! And if you do, keep an eye out in your inbox 👀✉ Cheers!

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9 months ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 3: The Community Challenge | Collaborate, share and learn | Put your writing hat on ✏️Challenge

Let’s welcome the new year by collaborating and learning from one another, and what better way to do that than by sharing your expertise with the rest of the Refresh Community. Presenting the Community challenge. (We have divided this according to segments to make access easier for all.) Calling all CX Folks: Share 3 customer appreciation ideas to delight your customers this holiday season. Here’s a cue: You can do ‘12 days of Christmas’ by appreciating and featuring your top 12 customers in a fun way on your website. This one's for you, Sales Whiz: Share 3 tips to stay productive during the holiday season. The holiday season means employee vacations, parties, and blanket weather. How do you keep yourself and your sales team motivated and productive during the holiday season? Share your 3 tips here. Come through, IT Experts: Share 3 programs you have (or would like to) initiated to better employee happiness this festive season. For example: Host a year-end award ceremony for your empl

916

10 months ago

rhea.desouzaCommunity Manager

published in Ticketing & Agent Productivity

[RECORDING] Agent Roundtable III: Being a good team member in IT and Customer Support

This is the last of the 3-part Agent Roundtable series for 2022, and we are excited to be ending with a bang! Calling all agents who are good team members in this remote work world and who help to foster a better team environment of positivity, support, and knowledge-sharing. Here’s the recording Join us to Learn how you can spread good teamwork remotely and on-site Hear real-life examples of how a helping hand has made a substantive difference in the happiness of a team Explore tools you use within Freshdesk/Freshchat that can help you be a better team member and contribute to your community

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1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Community Carnival December Agenda: Celebrating the festivities!

Happy December! It’s the most wonderful time of the year. Before we all clock off for the new year, here’s a quick line-up of Freshworks Community events. Join in live, or view the recording when you are available! ✅ Freshservice Solution Booth: An expert-led walkthrough to improve employee satisfaction through Freshservice! 🎄 Holiday Masterclass: A Roadmap to Messaging Channels 🎁 [Upcoming] AMA: Freshworks Analytics: A look back at all the features and enhancements made for Analytics, along with a sneak peek at what the future holds. RSVP📅 Date: December 12⏱ Time: 7 AM PT/ 4 PM CET/ 8:30 PM IST ❄️ End Of Year Parade: 2022 was a delight - Let’s unwrap the year!📅 Date: December 16

260

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Community Carnival November Agenda: All that you love and appreciate

It’s the second last month of the year, and the team is buzzing!We are celebrating November with a bucketful of thanks, gratitude and appreciation for our community members, and the tools that make our life easier! 🦉 Agent Roundtable II: Our super-agents are all set to talk ‘Staying Productive (and Sane!) in the Contact Queue’. RSVP here.November 9 | 3 PM GMT | 10 AM EST 📣 [Freshservice] Azure AD Orchestration Webinar: Say goodbye to all your mundane IT tasks, and hello to Azure AD Orchestration! Join us for a webinar to know how! Date: November 15th at 11:00 AM CET. 🔮 [Freshdesk] Ask the Expert Special: Another day, another AMA! Join in to ask Sukanya, Customer Success Engineer, your questions on API’s and customer objects! 📚 Holiday Masterclass with Stephen Mann: Join Stephen Mann in conversation with Deepthi Nagarajan as they speak about Service Management beyond ITDate: November 22 at 4 PM CET | 7 AM PT 🍭 Friday Fun House: Our weekly ritual of games continues. Don’t miss the

681

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

[RECORDING] Agent Roundtable II: Staying productive (and Sane) in the Contact QueueLIVE

WATCH THE RECORDING The second Agent Roundtable is no available on demand in the Freshworks Community! This time around we celebrate highly productive agents who have an uncanny ability to handle a large volume of chats, emails, and/or phone calls at a fast pace (and not at the expense of quality).

1371

1 year ago

rhea.desouzaCommunity Manager

published in Ticketing & Agent Productivity

[RECORDING] Agent Roundtable I: Delivering Empathetic and High-Quality SupportRECORDING

The virtual streets of Freshworks Community came alive last Thursday as 55 of our members got together to hear from the Super-Agents Panelist, @Emily Flanagan and Micah Harris, Riverside Insights, @IngramIT, Ingram Micro, Dean Allison and @Aaron Turnbull, NBS, and Alex Fahey, Clair, at our very FIRST Agent Roundtable! ✅ If you missed it or want to watch it again, get to it! ✅ Here are the top take-aways: 📢 Understanding what it means to be empathetic in your every day job.The importance of taking the time to put yourself in the customers shoes, see through their lenses, and understand why they are reaching out to support.💬 Showing empathy when talking with customers. Gauge and tailor your tone to match that of the speaker. Ensure the customer knows you are there to help by letting them know you are prioritizing their issue, and will help them with a resolution: “I understand why you are frustrated, and this is how I can fix it or get “buy-in” from those who can help”, Emily Flanaga

1650

1 year ago

rhea.desouzaCommunity Manager

published in Workflows and Automations

Community Carnival: Sales and Marketing Village

This Sales and Marketing Village is all set to exude holiday cheer with product resources, AMAs, games and more. While this village might not come draped in jack-o-lanterns, spider webs, and costumes, there’s definitely a lot to expect tucked in. Here’s the lowdown →Day 1 - October 27💬 Ask the (Product) Expert with @Srini :-) : Freshsales AND Freshmarketer✅ Resource: Grow your Online Store with Freshworks📣 Demo: Modern Views, Lists, Segments and Email Campaigns✅ Resource: 5 nightmares that haunt sales people (and how to make them stop)✍ Answers with Aish: Freshsales Tips Day 2 - October 28📌 Freshsales Bootcamp: A series of videos to get you started with Freshsales✅ Resource: Cart Abandonment Ebook🎈 Game 2: Create your own madlib!✍ Answers with Aish: Freshsales Tips As a part of the curated peer-to-peer learning experience, we hope to take this 2 day extravaganza to the next level, with your help! While we busy ourselves putting up the last minute decorations, and creating a Village

2298

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

The Community Carnival October Agenda: There's something for everyone!

The cat’s out of the bag - the 2022 Freshworks Community Carnival is going to be a blast! But what’s in store for the rest of October? Take a look at your spook-takular October Agenda.🍭 Friday Fun House: In addition to meticulously designing our Halloween costumes, we’ve also curated a weekly ritual of games and quizzes. Date: Every Friday 🕸 The Coffee Booth: Meet with Bharath Chakravarthy, Onboarding Manager, Freshworks as he leads conversations on being scrappy while addressing customer challenges, over halloween punch, and (of course) cups of coffee! Date: October 18 | Time: 6 PM BST | 10 AM ET 👻 Community Market: It’s time to take a ride among the hidden gems of Freshdesk and Freshservice, with our very own fantastical product gurus! 🦉 Agent Roundtable: Hear from Riverside Insights, NBS, Ingram Micro, and Claire in this 30 seater conversation session! Date: October 27 | Time: 4 PM GMT | 10 AM PT 🧙‍ In the Spotlight with@zachary.king: Learn, interact and meet with softwa

11695

1 year ago

rhea.desouzaCommunity Manager

published in Ticketing & Agent Productivity

[Register NOW] Agent Roundtable: October 27 | 30 Seats AvailableUPCOMING

It’s our very first Customer Experience and Super-Agent led Roundtable, where we celebrate agents who excel in CSAT and QA. Hear from them as they share best practices on how to deliver high-quality service across various channels at scale. 📢Your Speaker Line-Up: Colin Crowley, Emily Flanagan, Micah Harris,Freshworks - Moderator Riverside Insights Riverside Insights Dean Allison, Aaron Turnbull, Harley Kayani,The NBS The NBS Ingram Micro Alexandra Fahey,Clair Join us to learn actionable insights on Delivering high-quality service across channels Maintaining an empathetic attitude in difficult situations Tips to gauge non-verbal cues Freshdesk and Freshchat features that help you do so Advice for those new to a customer support team Date: October 27, 2022Time: 11 AM ET | 4 PM

990

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

🎪 The Community Carnival 2022 is enroute!Community Carnival

THERE’S A NEW CARNIVAL COMING TO TOWN! 🎪Join in for a resource-sharing, knowledge-building, networking ride.Keep a tab on all that’s in store🎡 Your agenda for October will be ready on Wednesday, October 12. Stay tuned!🎠 There will be a host of activities across customer experience, employee experience, sales and marketing. Join in to network, learn and grow in your field.🎈 From October 17, search for #TheCommunityCarnival and access all the events and resources going live over the next 2 months!🎁 Have FUN! We are kickstarting the festivities early on the Freshworks community.Monthly Agenda:Carnival Fun Activities:

4451

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Mission: Agent CX initialized | Take a look at your operation briefMission Brief

Not all secret agents wear perfectly tailored suits and gizmos. Some wear hoodies, business casuals, and headphones. Like secret agents, the job of support agents can be demanding and is often not appreciated enough. They blend in with the background, though they deserve the limelight. This month, we’re initializing 🕵️ Mission Agent CX, a series of operations to empower and throw the spotlight on customer service agents like you and celebrate all the incredible work you do! Bring out your thinking hat because we have a bunch of missions for you to take the lead on. Here’s a look at the operation brief: 🎯 Mission 1: Confessions of a brilliant mindYour first mission, should you accept it, is a test of your product intelligence. Show off your acumen by sharing a unique use case of any feature in Freshdesk. Don’t worry; we’ll start the thread by sharing ours. Date: August 29 - September 16 📝 Mission 2: License to Delight Information is power. Every super-agent knows that. We're bringin

423010

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Thank you, Super-Agents!

🎧 Headset On📒 Notepad Handy🕵 Invisible Cape on Standby This one’s for you, Super-Agents! We know it’s not easy being you, but we wanted to take a moment to celebrate all that you do - THANK YOU Thank you, Super-Agents! Tag your fellow agents in the comments section and spread the love 💥

830

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Agents, 5 tips to get better at communication

🕵️ Special operative, @DanValks has arrived in the community to share his tips on getting better at communication! A little about Dan 🖐Dan has been working with Mid-Market and Enterprise customers at Freshworks for the past two years, helping them to get the most out of Freshworks products. Before Freshworks, Dan worked in the Travel Industry in Operations, Product Management and People Management roles.Outside of work, Dan enjoys spending time with animals and traveling to new places. Top take-awaysPlan – Have a clear idea of what you want to say Know your audience – Understand what they want to get out of the conversation Sometimes it is better to pick up the phone – Simply picking up the phone can save time Listen – Conversation is a two-way street, and listening is just as important as speaking Body language matters – Make sure you give the customer your full attentionOver and out!

903

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

3 step process to resolve customer conflicts

On today’s agenda:Enjoy a warm cup of coffee Listen to your favourite playlist Learn from @vishal.balasubramanian’s 3 step process to resolve customer conflictsA little something about our host, Vishal Balasubramanian Vishal is a support lead at Freshworks. He is passionate about helping customers and providing a delightful experience for them. The best part about his job is having the opportunity to build customer relationships and help build great businesses.Outside work he is an avid traveler, fitness enthusiast, enjoys reading comics and tries his hand at photography. Step 1: Acknowledge the frustrationStep 2: Consider your optionsStep 3: Take action Give a warm welcome to Vishal in the comments - Say hello, ask a follow up question or share your own tips!

1181

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

RECORDING: How to become your productive best with Jeannie and Colin [Ask Questions]Mission 5

🕵️ Live with Jeannie Walters and Colin Crowley: How to become your productive best A little bit about our speakers @Jeannie_Walters Award-winning customer experienceexpert, international keynote speaker,and Founder of Experience Investigators@Colin Crowley Freshworks CX advisor, 12 years of managingglobal customer experience organizationsand promoting technological change making. If you have any questions for our speakers, feel free to leave them in the comments below! 👇

3526

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Psst... Super-agents, we have a mission for you!Sneakpeak

Community super-agents and admins, are you ready for your operation brief? Mission: Celebrate and empower support agentsTarget: YouLocation: The Freshworks communityDate: August 29 - September 16Notes: We are initializing Mission Agent CX, a series of missions to empower and throw the spotlight on customer service agents like you, and celebrate all the incredible work you do. We have a bunch of missions for you to take the lead on. 🕵️ Brief 1: Decode the word search to find the names to your upcoming missions!

17211

1 year ago

rhea.desouzaCommunity Manager

published in Apps and Marketplace Integrations

Ask the expert: Get started with the Freshmarketer - Shopify integrationAsk the expert

Hello hello hello community! It’s a good day to start another ‘Ask the Expert’ session - what do you think? After the success of our last two sessions for Freshdesk and Freshservice, we didn’t want our Freshmarketer customers to miss the opportunity of interacting and connecting with our in-house maestros. From May 11 to May 20, this thread is open for you to pop by and ask any questions you might have on the Freshmarketer for Shopify integration. With this integration, we want you to reach customers in the right channel at the right moment and increase your success with our ready-to-use conversational marketing and support solution. @gururag.kalanidhi, our Freshmarketer expert, will be answering your burning questions! A little bit about GuruGuru has been associated with CRM—sales and marketing—products for 4 years and is a huge fan of how tech lies at the heart of improving productivity and outreach for organizations across the globe.A big believer in community and self-help groups f

3108

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Sneak peak: Community, are you ready to guest blog?

Psst 👀 Freshworks Community, there's something exciting coming your way.Bustling with ideas? Think your expertise can help others? Have a Freshworks product use case to share with your peers? Whatever your interests are, starting next week the 🔦 spotlight is yours. Become an integral part of Freshworks’ global community, share your valuable insights, and make a impact. A host of benefits and goodies await you. Would you be interested in becoming a guest blogger? Yes, no, maybe - tell us in the comments!Stay tuned for August 16! ⏰

10710

1 year ago

rhea.desouzaCommunity Manager

published in Announcements and Events

[Event Recording] Virtual happy hour with Colin CrowleyHappy Hour

March (madness) IS upon us, Community folks! We are thrilled to present a slam-dunk event this month -A virtual Happy hour hosted by CX thought leader, @Colin Crowley In this edition we will be tackling the transformation of customer service into customer experience. This 60 minute interactive virtual workshop will dive deeper into the why, the when and the how. Have a question for Colin? Drop them in the comments below!

3971

2 years ago

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Topics started by rhea.desouza

Community Market: Freshdesk Tools that make YOUR job more efficientTips

AMA with Freshdesk customer Lettitia Findlay, City Property ManagementAMA

Ask me Anything: Live Q&A on API's and Custom ObjectLIVE Q&A

Unlock the gates of the Freshworks inner circleFreshworks Insiders

Day 3: The Community Challenge | Collaborate, share and learn | Put your writing hat on ✏️Challenge

[RECORDING] Agent Roundtable II: Staying productive (and Sane) in the Contact QueueLIVE

[RECORDING] Agent Roundtable I: Delivering Empathetic and High-Quality SupportRECORDING

[Register NOW] Agent Roundtable: October 27 | 30 Seats AvailableUPCOMING

🎪 The Community Carnival 2022 is enroute!Community Carnival

Mission: Agent CX initialized | Take a look at your operation briefMission Brief

RECORDING: How to become your productive best with Jeannie and Colin [Ask Questions]Mission 5

Psst... Super-agents, we have a mission for you!Sneakpeak

Ask the expert: Get started with the Freshmarketer - Shopify integrationAsk the expert

[Event Recording] Virtual happy hour with Colin CrowleyHappy Hour

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