Announcements and Events

Hello folks ! This November, big updates are here to help you move quicker, at every step of the service journey. Speed up intake with the Refreshed Service CatalogSimplify how services are requested and delivered:Shared form fields and pre-filled forms make cataloging and requesting effortless   Structured archiving supports stronger data governance👉 [Available now]  Get startedCut manual triage and MTTR with Intelligent RoutingAssign issues automatically based on agent availability, workload, and skill.Availability & Load-based Routing: Available now   Skill-based Routing (powered by Freddy AI): Public Early Access in January 2026👉 Get startedPrevent downtime before it starts with DEX IntegrationIdentify and resolve endpoint issues before they impact productivity.Riverbed Aternity DEX: Now fully available   ControlUp DEX: Coming December 2025👉 Start monitoringLearn more here - Launch Blog | Launch Web Page🎥  See how it all works in actionJoin us at the Refresh Virtual Summit

Hello Freshworks Community!  We’re thrilled to share some exciting innovations we unveiled at our flagship event Refresh held in San Francisco earlier today. These innovations are designed to help your teams work smarter, resolve faster, and deliver incredible employee experiences.Here’s what’s new: Empower self-service with enhanced Freddy AI Agents Unified Search with Google Drive: Freddy AI now surfaces answers from your authorized Google Drive files right alongside your knowledge base content.   [GA in November 2025, Enterprise plan] Get started Multimodal Image Support: Employees can share screenshots or images, and Freddy AI interprets them for faster, more accurate guidance.   [GA in November 2025, Enterprise plan] Get started Microsoft 365 Copilot Integration: Get IT help directly inside Microsoft Word, Outlook, and Excel without any tool switching. [GA in November 2025, Enterprise plan] Get started Service Portal Availability: Improve self-service adoption with Freddy

Hello Freshworks Community!Please find the FAQs for the PRODUCT IDEAS section ! Here, you'll find answers to common questions about submitting, sharing, and voting on product ideas. Get the information you need to make the most of your involvement in shaping our products.  ❇FREQUENTLY ASKED QUESTIONS ✳ What is the Ideas Section?The Ideas section on Community is where Freshworks Community members can view, share, submit and vote on freshworks product ideas. This can be feature requests, enhancement to improve the product experience, and more. The goal is to give our community members a voice to share their ideas and get direct feedback from the product team. What can you do in the Ideas Section?   ➡  You can search and view ideas previously submitted➡  Share your inputs/suggestions on submitted ideas➡  Vote on existing ideas that you like➡  Share new ideas What is an Idea? An idea is a member-submitted product feature/enhancement request. It is a recommendation/proposal for features not

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

Hello Freshworks Community !!!!! We're thrilled to announce the relaunch of Freshworks Academy, your go-to destination for mastering Freshworks products. Our revamped platform isn't just a facelift; it's a comprehensive overhaul designed to enrich your learning experience, making it more intuitive, engaging, and rewarding.Before I give you a sneak peek of the Academy, let me introduce myself and my team.  Ganesh ChakravarthiLead, Freshworks AcademyI'm Ganesh and I lead the Freshworks Academy. I specialize in creating courses and other educational content for our products. I constantly look out for new course ideas, improve UX, and deliver a great learning experience for our customers. I have created educational content for more than a decade and had previously worked with Salesforce Trailhead. While I'm not working, I love to play the guitar and go on motorcycle rides.   Sangeetha VenkatesanSpecialist, Freshworks AcademyAs a valued member of Team Academy, I embarked on my professional

Hellooo Ladies and gentlemen, gather 'round! Have we got news for you! (whispers dramatically) It's big, it's bold, it's... Freshworks Insiders!So, what is Freshworks Insiders, you ask? It’s not just a program, folks. It’s a movement. It’s where our most passionate customers become our most influential voices. Think of it as the Avengers, but for brand advocacy. And instead of saving the world, you are helping us spread the word. Which is almost as cool, right?  What’s in it for you?Build your brand: Ever dream of showcasing your prowess to the masses? Well, grab your cape (or cozy blanket, we don’t judge) and get ready to shine! As a Freshworks Insider, you can strut your stuff through guest blog posts, webinars, and events.Sneak Peek, anyone?: You’re the first to get to know about our newest features. It’s like being handed the keys to the Batmobile before Gotham even knows it exists. Your feedback isn’t just valuable—it’s critical in shaping our tech universe. Connect & collabor

Opportunity to share and learn about your Freddy Copilot experiences!Hello, hello!I’m back after a long time, and it’s so good to hear from all of you! This time, we want to hear about your experience setting up and using our Freddy capabilities (Freddy Copilot or Self-Service).Did you have any of those ‘aha!’ moments while setting up or training or using our Freddy capabilities? Your clever tricks and innovative approaches could be the key to helping others unlock Freddy's full potential in their workplaces.🤷🏾‍♂️Why do we want to know?🔵There’s nothing better than peer-to-peer learning that comes from experience and we’d love to facilitate that for our community.🔵We’d like to hear what could be made better to ensure you, as our customer, are getting all that you need to use our products and different capabilities to the fullest extent and also realize value from it.🔵We want to help our customers who haven’t yet used Freddy reap its benefits, and your experiences and best practices

Every now and then, Superheroes face obstacles that may seem insurmountable. But they always have that ultra-powerful tool in their arsenal which makes them invincible. That might be Captain America’s shield, Wonder woman’s lasso or Agent CX’s Tech Stack.  For customers looking for meaningful engagement with the brands, your CX agents on the frontlines are usually the ‘face of the company’. If a business wants to keep customer attrition at bay, having a solid customer experience strategy backed by a powerful CX tech stack should be not just a goal, but a top-priority. This includes eliminating any communication barriers that may impede agents’ performance. Read on to find out the most common challenges (and their solutions) faced by CX agents: Challenge #1 - Dealing with surge in customer support queriesLong wait-times only serve to upset already-irate customers. Businesses need to empower agents with self-service tools that help them access required information with ease.SOLUTION The

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

Hey!In our second edition of ‘The Expert Corner’, @BarclayRae explores the world of problem management. Frontline roles play a crucial part in contributing to problem management, and many a times that can be overlooked.Find out how you can address problems in your day to day operations: Until next time,

Have you scrolled past the IT Operations Management section on the Freshservice Admin page without ever clicking through? Or did you explore Alert Management and couldn’t find what you needed? Or perhaps tried to set up an on-call schedule and got stuck? Let’s get together and fix this! Announcing ITOM Unlocked – a multi format campaign right here in the Freshworks Community – designed to help you start using Freshservice IT Operations Management via direct engagement with our product experts. Look forward to:A live meet-up every month where we take up use cases shared by our customers An on-demand-how-to video addressing a customer query posted every week AMAs, Polls, & more!Can you tell us what’s the first live event under ITOM Unlocked in the Community? Comment below to kickstart a conversation with our Product Experts!

While we all gear up for the holiday season and welcome the brand new year, expressing gratitude in our own small ways to those who make our work lives simpler and efficient - our IT Agents! The perfect holiday gift for IT agents exists! ‘Tis the season to delight your support agents with:Time‍AgilityKnowledgeInsight, and Emotional wellbeingRead through our visual cards to find out more!In addition to a warm blanket, a holiday watchlist, and a steaming cup of hot cocoa, IT agents could also use these service management functions for an extra merry holiday season: A self-service portal to avoid shoulder tapping incidents An enriched knowledge base to deflect tickets. Workflow automators to reduce manual efforts An extra pair of (virtual) hands to power through the holiday requests Milk, cookies, and a large serving of enhanced employee experience If you are an IT agent, share your holiday season wish list in the comments below! 

Dear community fam,The third edition of #Storytime is here - your weekly ticket to a world of entertaining and inspiring customer tales! 😎Today we’re doing another epic ITSM tale and we’re using a familiar analogy from our previous posts!Imagine planning a trip with your friends to explore the global landscape of heating, ventilation, consumer appliances, flame, and precision cooling. Now, imagine doing this while embracing a sustainable world, led by Glen Dimplex, an international group headquartered in Ireland. They're not just into electric heating appliances; they're champions of low carbon solutions, making them the superheroes of keeping things warm without heating up the planet (how amazing is that?).But, navigating different territories comes with its challenges. For Glen Dimplex, with multiple business entities and IT teams scattered worldwide, it was like trying to keep track of passports in a crowded airport. Each region had its own ITSM tools, creating a tangled mess of te