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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

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15 hours ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

#Storytime - Trainline's travel tale#Storytime #Customerstories

Hello fam, Welcome to the first edition of #Storytime - your weekly ticket to a world of entertaining and inspiring customer tales! 💥We’re kicking off this series with a European adventure - Trainline and Freshworks. A tale where travel meets seamless customer experience, creating unforgettable memories along the way!Picture this: You and your pals are all set for an epic adventure across Europe and the UK. You're pumped, they're pumped, and you're ready to go. But let's face it, planning a trip can be as confusing as trying to fold a road map in a hurricane.Enter Trainline, the rail and coach travel brand that's got your back, no matter how many wrong turns you take (intentional or not). They serve travelers from more countries than you can count on one hand and have more downloads of their app than you have selfies on your phone (which is saying something).Now, here comes the pandemic, throwing travel plans into more loops than a roller coaster. But Trainline doesn't back down from

1122

20 days ago

Kamakshi VCommunity Manager

published in Announcements and Events

Got questions on how to use Whatsapp Chatbots to automate customer service? Ask our Subject Matter Experts!

Hello Freshworks Community!How’s it going?Are you making the most of WhatsApp chatbots to automate your customer service? If not, join our session to learn how. Our experts will guide you on delivering exceptional self-service via WhatsApp. Gain insights on providing proactive support updates, instant FAQs, and self-service flows to enhance resolution rates. You can also learn from our customer stories and participate in Q&A. Our panel of subject matter experts will show how you can: 🎯 Provide proactive support updates to reduce the volume of tickets raised 🎯 Answer FAQs instantly to reduce wait times for customers 🎯 Create self-service flows within WhatsApp to improve first-contact resolution rates 🎯 Learn from our customer stories how they use WhatsApp chatbots to increase CSAT Post your burning questions here, and our experts will address them during the Q&A session. Don't miss this opportunity to discover the full potential of WhatsApp chatbots for exceptional cust

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20 days ago

alyssia.correaCommunity Manager

published in Announcements and Events

Ask your questions to Sales & Marketing Subject Matter Expert , Joselyn MonicaASK THE EXPERT

Hello Freshworks Community Fam!I’m really pleased to announce our second Q&A session with our Sales and Marketing Subject Matter Expert on Wednesday, August 30th (SME) @Joselyn Monica .The Q&A sessions are meant to be open-ended sessions where our community members can directly interact with our SME in a live session and ask anything related to the product - whether it’s upcoming features, product enhancements or current trends in the Sales and Marketing industry! But first, I’d love to introduce Joselyn and share a little more about her below: Joselyn MonicaSenior Solutions Engineer, FreshworksJoselyn Monica is a distinguished Senior Solution Engineer at Freshworks, who possesses a specialization in the dynamic domains of CRM and Marketing Automation. With over 4 years of hands-on experience, Joselyn has effectively navigated and interacted with a global clientele, extending her influence across markets like the USA, Canada, Australia, India, and APAC. Her involvement include

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21 days ago

Shyamala RaviCommunity Manager

published in Announcements and Events

Introducing the New Feedback Feature on Freshworks Marketplace

Hello Freshworks Community!At Freshworks, we’re committed to empowering you to get the most out of our products. One way we achieve this is through the Freshworks Marketplace, your one-stop shop for apps that extend and customize your Freshworks experience to meet your unique business needs.Recently, we rolled out exciting updates to enhance your Marketplace experience (check out the details here). But we’re not stopping there! We know that your feedback is crucial in making the Marketplace even better. That’s why we’re thrilled to introduce a new feature that lets you share feedback directly from the App Details Page and during the installation process. Here's how it works:Share Feedback on the App Details Page We’ve added a new “Share Feedback” option to every app’s details page. Now, you can easily send feedback about individual apps directly to the Freshworks Marketplace team. Whether it’s a suggestion for improvement, a feature request, or anything else, we want to hear from you!

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22 days ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Freshworks Insiders - Avengers.... assemble!

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

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1 month ago

Kamakshi VCommunity Manager

published in Announcements and Events

Event Lobby - Extend Beyond IT series | All Recordings in the Last Pinned Comment

Hello Freshservice users!!Welcome to the Extend Beyond IT Series! Join us for our upcoming sessions where we'll explore how to leverage Freshservice to enhance and extend its capabilities beyond IT, empowering business teams across HR, Facilities, Legal, Finance, and more. ⬇ REGISTER HERE FOR THE SERIES Automate Employee Journeys with HR Workflows Centralize Key Resources with Document Management Unify Services and Elevate EX with Workspaces Integrate with Enterprise-grade HR Apps to Maximize EfficiencyPartnering with -@Jatin Rastogi @Tejas Chheda @David Scully @radhika.narayanan @ShashankD @Nageshwar @Sumithra Don't miss these learning opportunities. Register now and take your Freshworks experience to the next level! If you have any questions, feel free to post them on this thread. Our experts and speakers will engage with you on this thread.P.S. You can also let us know if you are facing any issues with invites. Please feel free to reach out to me. Cheers,The Freshworks Community

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1 month ago

rashmi.nagCommunity Manager

published in Announcements and Events

[Upcoming Webinar] 🚀 Calling All IT Superheroes: It's Time to Level Up! 🚀

Hey, IT wizards! 🧙‍♂️ Are you ready to turbocharge your IT team's performance? We've got a game-changing webinar coming your way that'll make your tech support smoother than a freshly defragmented hard drive! 💾✨🤖 Presenting: "Mastering Freddy Copilot: Unlock Your IT Team's Full Potential" - A Webinar to help you and your teams get started using Freddy Copilot and start realizing impact! 🤖Imagine an IT world where service delivery is standardized, issues are resolved quickly, and your operations are optimized to perfection. Sounds like a dream, right? Well, that dream is about to become a reality! 😎🗓️ When Can You Join?We've got multiple slots to fit your schedule:🌎 Slot 1: Oct 23, 8:00 am PDT | 11:00 am EDT | 5:00 pm CEST | 8:30 pm IST🌎 Slot 2: Nov 5, 8:00 am PST | 11:00 am EST | 5:00 pm CET | 9:30 pm IST🌎 Slot 3: Nov 19, 3:00 pm AEDT | 12:00 pm SGT | 9:30 am IST 🔥Register Now!🔥🎭 Where's It Happening?In the comfort of your own space - on Zoom! 💻 (Zoom link will be provide

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1 month ago

rashmi.nagCommunity Manager

published in Announcements and Events

[Upcoming Webinar] 🚀 Ready to Supercharge Your Customer Support? 🚀

Hey, support superstars! 🌟 We've got something HUGE coming your way that's going to revolutionize how you handle customer queries. Drum roll, please... 🥁🤖 Introducing: "Supercharge Your Customer Support: Unleash the Power of Freddy Copilot for Immediate Impact" - a webinar to help you and your teams get started using Freddy Copilot and start realizing impact! 🤖Imagine a world where high-volume inquiries are a breeze, ticket handling is smoother than butter, and response times are faster than you can say "customer satisfaction." Well, guess what? That world is about to become your reality! 😎🗓️ When Can You Join?We've got multiple slots to fit your schedule:🌎 Slot 1: Oct 22, 3:00 pm AEDT | 12:00 pm SGT | 9:30 am IST🌎 Slot 2: Nov 7, 8:00 am PST | 11:00 am EST | 5:00 pm CET | 9:30 pm IST🌎 Slot 3: Nov 20, 8:00 am PST | 11:00 am EST | 5:00 pm CET | 9:30 pm IST 🔥 Register Now! 🔥🎭 Where's It Happening?In the comfort of your own space - on Zoom! 💻 (Zoom link will be provided u

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1 month 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

53025

2 months 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

11734

2 months ago

SanaSiddiquiSkilled Expert

posted in Welcome

Hello and welcome to the Freshworks Community | Let's get talking

Hello and welcome to the Freshworks Refresh Community! We are thrilled to have you as a part of our growing family. Our mission is to create a global community of diverse individuals who will support, challenge, and inspire one another by providing a platform for networking, mentorship, and career development. We encourage you to share your knowledge, ask questions, participate in discussions and become an integral part of this community. Kick things off by introducing as much or as little detail about yourself in the comments below.What brings you here? How long have you been a Freshworks user? Where are you working from? Or… just share GIF that captures your mood.Hit reply and let’s get talking! :)We’d love to chat with you 1:1 as well to take you on a tour of the community, get to know you, your goals and expectations better.SCHEDULE A CALL

74323

2 months ago

Kamakshi VCommunity Manager

published in Welcome

Chapter 6: Press play - The events section unveiled.Getting Started

Hey, hope you are having a great day! On to the next stop - this is a big one! The Events section Click on the events section in the top bar on the homepage and find yourself amongst a plethora of upcoming events. From thought leadership led webinars, Freshworks product specific tutorials, Subject matter experts led events, virtual conferences and workshops, we have something for everyone across products.Dive into an event of your choice to know more - check out the date, time, speakers and agenda. Set a reminder by adding it to your calendar! Pro tip: Hit attend to register for an event of your choice and stay updated with all the action! If you don’t receive the registration link or are unable to join the live link, please feel free to reach out to your Community Managers with a DM.

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2 months ago

AnushaCommunity Manager

published in Announcements and Events

ITOM Unlocked >>> Coffee Chat with ITOM Product Team: How do you manage a major incident?| Sep 2, 8:30 a.m. PDT

Hello good samaritans of the Freshworks Community,I’m guessing that since it’s mid week, you all must be inundated with meetings, driving ambitious projects, and tackling deadlines left and right. The goal is likely within sight. And you are hopeful of meeting your quarterly OKRs. But there’s a lingering unease at the back of your mind. An unpredictable spanner in the works that might upset your plans. And it happens to be spelt as o-u-t-a-g-e. Am I right or am I right? So, take a break, grab a cup of coffee, sit us down, and share with us what a major incident means for your organization and how you respond to it. Here are some questions to trigger your thoughts:How do you identify a major incident? How are end users informed? How do your agents triage the incident and resolve it? What part of the incident resolution process do you find the most painful? If you are currently using Freshservice to manage major incidents, what did the process look like earlier? How has it changed after

40322

2 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

Automate up to 70% of your support with AI chatbots! Have Questions? Ask them here!

Helloo Freshworks Community!Join us for an interactive webinar on leveraging AI chatbots with Freddy Self-Service! 💬 Post your questions for experts to answer during the webinar! During the session, you can discover how to - Automate up to 70% of conversations Provide instant resolutions and eliminate wait times Reduce agent workload and ensure smooth handoffs Scale support operations seamlessly Don't miss out on unlocking the full potential of Freddy Self-Service for enhanced customer satisfaction and agent efficiency! Register Now!

560

2 months ago

alyssia.correaCommunity Manager

published in Announcements and Events

Freshworks Developer Summit powered by AWS: A Recap

Hello Community! The first-ever Freshworks Developer Summit powered by AWS that happened in Bangalore on Sep 22nd concluded with a bang, and we are excited to share a few highlights with you. We had an overwhelming response leading to a packed house with over 150+ attendees, 120+ of which were developers from diverse backgrounds and had experience working with multiple tech stacks. The Summit agenda had some awesome speakers lined up throughout the day and some very interesting topics, let's give you a walkthrough! Opening with the keynote from GWe conceptualized this event toenable more and more developers to build and deploy innovative solutions for the new-age customers who demand unified, seamless, and personalized experiences. Our CEO and founder, Mr. Girish Mathrubootham (also known as ‘G’ within the company), kicked off the event with a keynote session introducing the participants to Freshworks and the role of developers in delivering a delightful customer experience. He also

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2 months ago

rashmi.nagCommunity Manager

published in Announcements and Events

Freddy AI Listening & Learning Community: Share your Freddy Onboarding and Usage Experience!

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

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2 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

📢 Exciting news for CS teams: Freddy Copilot goes live today! Get started now !!

Hello Folks!We are thrilled to announce that after a successful beta, our Copilot add-on is now officially going live! A big shout-out to all our customers who participated in the beta, providing invaluable feedback and helping us shape Freddy Copilot into what it is today. What can you expect from our newly launched add-on (CS): Access to AI-powered productivity tools such as conversational actions, proactive quality coach, conversational Knowledge base, and more exclusive features in the future. Complimentary access to Freddy Insights Beta for all your agents when at least one Freddy Copilot license is purchased.For continued access to Freddy Copilot and Freddy Insights, buy the paid add-on by Feb 19th.It's time to enhance your productivity, streamline your tasks, and unlock new possibilities with Freddy AI. Together, let's embrace this new chapter as we officially launch our add-on and embark on an exciting journey of productivity, efficiency, and success.Here’s our launch announc

1121

2 months ago

Kamakshi VCommunity Manager

posted in Announcements and Events

Who's Your Olympic Pick? Share Your Favorites!

Hellooo Freshworks Community!🏅 Just starting this thread to spark some excitement! Which team or athlete/player are you cheering for this Olympic Games? Share your favorites with us, and let’s cheer for them together! 🎉 Feel free to post images or updates about your picks!

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3 months ago

alyssia.correaCommunity Manager

published in Announcements and Events

🚨 ANNOUNCEMENT !!!! Update on PRODUCT IDEAS Section 💡

Hello Freshworks Community, As most of you know our Community platform went through a big revamp this year as well as improving many other sections to provide a better user experience. Incase you missed the update on Community 2.0, here it is !As we had promised, one of our big focus areas has been on improving and upgrading our experience on the "Product Ideas” section - our most popular segment on the Community.We know that the experience there has been less than stellar and we have been working very closely with our Product teams to build a robust process to review and share updates for the feature requests at scale. And share best practices for us to leverage and use the section more efficiently. As we begin revamping the section, please find the updates below: ✔ All ideas from before 2022 (i.e. 31 Dec 2021) will be closed for voting. This means that while the idea is still in the community, members will no longer be able to vote for them. ✔ Due to the large volume of ideas, our

10349

3 months ago

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 9: Meet the team and introduce yourself 🙌Introductions

The Refresh Community team was enwrapped by the festive spirit last week! ⛄🎁🎄While most of us are working virtually and from different parts of India, we took an opportunity to connect over call and celebrate the season together. We were able to capture a few magical moments. Here’s a look behind the scenes - Meet The Community CrewTop left: @annapoorna.v boss lady and all-round hustlerTop center: @SanaSiddiqui the executive party plannerTop right: @ThatCommunityGuy the star tech and go-to fixerMiddle left: @Yasasree the always-on-the-go Crew ChiefMiddle center: @rashmi.nag the queen of all things Community Middle right: @alyssia.correa the supreme motivator and mentor Bottom left: @Arvind Ramamurti the dog dad, excel-arrator and team energizerBottom right: @rhea.desouza the Community's star wordsmith and not-so-secret festive elfDo you have any plans with your team this festive season? Introduce yourself in the comments section and tell us!

21310

3 months ago

Kamakshi VCommunity Manager

published in Welcome

Chapter 1: Stand out with a Community profileGetting Started

Hey there, welcome to the Freshworks Community! I’m Kamakshi, your designated community or forum guide to get started on the Freshworks Community.The first stop: The Community Profile. Often forgotten by many, we believe it is the best place to create a solid first impression. Please go to your profile (top right) and click on settings. Add a profile picture of your liking. Fill in the information for the remaining fields. Update your forum signature with all the relevant details. To ensure accurate identification and personalized assistance, please log in using your Business Email. And, voilà… your profile is ready! Pro tip: Don’t forget to add an avatar! It does not necessarily have to be a picture of yourself, just make sure it is appropriate. It helps in adding more credibility to your profile while conversing with other community members. If you have any problems, let me know! Up Next:

6695

3 months ago

Kamakshi VCommunity Manager

posted in Announcements and Events

It's AI Appreciation Day!!!!

Hello everyone!How’s it going?Today is AI Appreciation Day, a perfect time to celebrate the incredible innovations and impact of AI! How have you been using AI in your daily tasks—whether for work, personal development, or routines? Are there any AI-powered apps or tools you recommend? Do you have any interesting stories or experiences to share? We’d love to hear from you! I’ve reached out to some folks in person and wanted to open up the conversation here :)Let’s hear your thoughts!

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4 months ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

#Storytime - How RATP Dev's Global Transport Empire Thrives with Freshdesk#Storytime

Hello fam,Thank you for being so patient but great news, #Storytime is BACK from its hiatus and we’re going to slow things down a bit and serve you bi-monthly editions of our best and most inspiring customer tales 😎Who doesn’t like the serendipity of traveling around Paris to discover new places that serve you the best Croissants? 🥐 And if you’ve used the underground metro to reach your favorite Cafe - the odds of you not knowing RATP Dev are very low. In the bustling world of French urban transport, RATP Dev claims the throne as the single most powerful operator to exist. Founded in 2002, its mission was clear: to ensure seamless operation and maintenance of transport networks across 16 countries and 5 continents, serving over 1.4 billion passengers annually. But amidst the complexities of this vast operation, there was a singular focus - passenger satisfaction.⭐️Enter Arnaud Etevenard, Director of the Digital Marketing, Data, and Integration Domain at RATP Dev. With a twinkle in hi

1124

4 months ago

niyathi.reddyApprentice

published in Announcements and Events

Discover the Enhanced Marketplace Experience

Hello Freshworks Community! At Freshworks, we're dedicated to providing our customers with the best marketplace experience. Here’s what’s new:Intuitive navigation with a freshly revamped user interface With a revamped UI, navigating the marketplace gallery is now easier than ever. The newly designed gallery features advanced filters for themes and payment modes, allowing you to easily find apps that match your preference. The refreshed gallery view, with its modern design and vibrant colors, offers a smoother browsing experience. The prominent featured apps section now has a carousel view for easier discovery of spotlighted apps.With these intuitive design enhancements, finding what you need is now effortless.Improved discoverability with personalized recommendationsOur improved discoverability features offer personalized recommendations tailored to your needs. First-time users see relevant apps based on categories like industry and region. Returning users get new app recommendations,

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4 months ago

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