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146 Topics

anneyoungApprentice

asked in Welcome

New to the Freshworks Community!

Hi! I am new to the Freshworks community. What are your best getting started tips? Thanks!

271

4 months ago

Ganeshcr14Community Debut

published in Announcements and Events

Relaunching Freshworks Academy: A Brand New Chapter in Learning

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

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5 months ago

AnushaCommunity Manager

published in Announcements and Events

Meet Subject Matter Expert Vidhi Sharma >>> ITOM UnlockedNews

Hello everyone!I’m really pleased to announce our first ever live Q&A session with our ITOM Subject Matter Expert (SME) @vidhisharma on Tuesday, May 21 at 5.30PM CET |9PM IST| 8.30AM PT.This live Q&A session is meant to be an interactive how-to session, where our community members will watch a live demo on workflows for alerts and interact directly with our SME to clarify their doubts. This format will be ideal for community members who have unique use cases for managing their alerts, and would like our SME to help them craft their workflows. So drop your questions in the comments below for Vidhi to take them up! But first, I’d love to introduce Vidhi and share a little more about her below:---------------------------Senior Product Manager Vidhi SharmaMeet Vidhi, a Senior Product Manager at Freshworks with a focus on Freshservice IT Operations Management (ITOM). With her expertise, she led the development of the new UI for the On-Call Management module and is currently drivin

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5 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

🌟 Q&A with Product Experts !!! Elevate Your Customer Service Experience! Post your Questions here! 🌟

Hello Freshworks Community Members!! Happy Monday!!Are you ready to take your customer service game to the next level? 🚀 This webinar is tailor-made for you! Dive deep into the realm of omnichannel customer service, AI-powered agent assist tools, and self-service bots. In today's rapidly evolving landscape, meeting customer expectations is key, and Freshworks Product Experts are here to equip you with the latest strategies and tools to do just that. 🔍 What to Expect:🔶 Discover how to engage customers on their preferred channels.🔶 Learn how to boost productivity with Gen AI.🔶 Explore the power of automating support with cutting-edge chatbots.🔶 Gain valuable insights from real-life success stories.🔶 Witness Freshworks' customer service products in action.📅 Date: June 24, 2024🕒 Time: Slot 1: APMEA: 10 AM GST | 11.30 AM IST | 2.00 PM SGT | 4.00 PM AEST || Slot 2: EU: 11.00 AM BST | 12.00 PM CEST || Slot 3: NA: 9.00 AM PDT |12.00 PM EDT But wait, there's more! 📣 We want t

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5 months ago

radhika.kumar

published in Announcements and Events

Have you registered yet?

Sales Simplified, April 30, 2024 With a stellar lineup of speakers, our virtual event is your opportunity to discover the latest in Freshsales and get a sneak peek into the product updates we have lined up for the coming quarters! Hear from industry experts on the latest sales trends, best practices, strategies, insights, and so much more. You don’t want to miss this!Register Now

433

6 months ago

AnushaCommunity Manager

published in Announcements and Events

ITOM Unlocked >> Do more with FreshserviceNews

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!

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6 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

Meet your Subject Matter Experts, our Freshworks Community Heroes!

Dear Freshworks Community,Reflecting on our Community’s journey so far, it's amazing to see how much we’ve grown and evolved–it’s been quite the ride! Before we delve into the much awaited news, we’d like to extend our heartfelt thanks to all our community members for being a part of this incredible journey. We take immense pleasure in introducing the heroes of our community — Your Subject Matter Experts (SMEs), dedicated to providing support and sharing product expertise. From Product Specialists to Solution Engineers, Solution Architects, and Customer Success Managers, they will be your guides, collaborators, and partners to success. The focus of our Community SMEs is to participate in discussions, host events, and provide tailor made solutions.You can engage with your Community SMEs through discussions, direct messages, or explore their profiles for efficient assistance and also learn more about them - while you’re at it 😀 We are really excited about our upcoming initiatives and a

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6 months ago

DushyantCommunity Debut

published in Announcements and Events

Freshworks Affiliate Carnival

Hello Freshworks Community Members,How’s it going?We're thrilled to introduce you to an exciting opportunity – the Freshworks Affiliate Program. A unique chance to become part of the Freshworks family while leveraging your marketing skills for mutual benefit.The Freshworks Affiliate Program provides: Earning Potential: By promoting our products and services, you have the opportunity to earn generous rewards (upto 40% of the total revenue generated) and exclusive bonuses on top of it. Simply share your unique referral link with your network and once they sign up, we'll do the rest. Exclusive Resources: Gain access to a wealth of marketing resources and expert support to help you succeed as an affiliate.But that's not all! We're excited to announce our upcoming Affiliate Carnival – a month-long celebration dedicated to our affiliate community. Here's a glimpse of what's in store:Whether you're a seasoned affiliate marketer or just starting out, the Freshworks Affiliate Carnival promise

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6 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

Join the Freshworks Insiders Session on Community, hosted by Rhea DeSouza

Hello Everyone!Exciting news! Join us for the first ever Community event on Freshworks Insiders, hosted by @rhea.desouza, on April 11, 2024 at 9:00 p.m. IST | 8:30 a.m. PDT.In this session, Rhea will walk you through the Insiders Program, breaking down its benefits and highlighting the significant value it offers. This will be an engaging, interactive discussion where you can directly get your questions answered by her.Now, let me introduce Rhea DeSouza. Some of you might recognize her as a former active Community Manager, currently steering the ship as the Program Manager for the Freshworks Insiders Program. Here's a quick bio to get you acquainted! Rhea DeSouzaCustomer Marketing SpecialistRhea, leading the Freshworks Insiders Program, joined Freshworks three years ago, initially contributing to the team that built this vibrant community. Transitioning to customer advocacy, her passion for creating indelible customer experiences became evident. The Insiders program, initiated six

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7 months ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

Introducing #Storytime on Community!#Storytime #CustomerStories

Hello community fam,We’re thrilled to present Freshworks Community's very own #Storytime – your monthly ticket to a world of entertaining and inspiring customer tales!We've sifted through our treasure trove of stories to bring you some that'll make you smile, think, and appreciate the effort that goes into creating great employee and customer experiences. (with the help of Freshworks products, of course 😉 )So, mark your calendars, because every month, we're serving up short stories that show you transformational journeys with a side of invaluable insights! 😄🌟Come have a read and don't forget to share some love in the comments section below. #CustomerStoriesStart exploring the stories here -Edition #1 - Trainline's travel taleEdition #2 - Elsevier's Digital Transformation StoryEdition #3 - Glen Dimplex and Freshservice: the ultimate dynamic duo in the world of IT adventures!Edition #4 - How RATP Dev's Global Transport Empire Thrives with Freshdesk Edition #5 - #Storytime - Shining

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7 months ago

alyssia.correaCommunity Manager

published in Announcements and Events

Freshworks Community 2.0 is LIVE !!!! Check out what's new!COMMUNITY NEWS

Hello, hello Freshworks Community, It’s been a minute and we’re already 6 months into 2023!! We know we say this often, but seriously - where has the time gone?We know we’ve been pretty silent for a while and not had as much activity or updates that you may have been used to, but we do have some exciting developments and news for some of the changes coming your wayyy…. So what are these big changes you ask? Drumrollll pleasee…🥁🥁🥁 We’re RE-LAUNCHING the community, so get ready for⚡⚡🥁 Freshworks Community 2.0 🥁 ⚡⚡ Over the last few months, our team has been tirelessly working to build out this new structure, gathering feedback from our customers and our employees to really elevate your experience in the community. Granted, it’s taken a wee bit longer than anticipated to launch the new version of the community, but that’s because we want to get this right for you - so we can only request for a little bit more of your patience while we iron out a few more nuts and bolts.We’d still lov

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8 months ago

niyathi.reddyApprentice

published in Announcements and Events

Win with Marketplace: Discover the Best Productivity Apps on Freshworks Marketplace

Hello Everyone!We are back with the new app recommendations as a part of the #winwithmarketplace series. Over the next 6 months, I will be sharing a specially curated list of apps that will help you easily navigate through our Marketplace. While you use Freshworks products to deliver an exceptional customer experience, Freshworks Marketplace brings together a host of apps for all your integration, customization, and automation needs with Freshworks products.This month’s edition covers the best-suited agent productivity apps you can install to empower your support team to deliver an enhanced customer experience.Check them out!Atlassian Jira Plus Want to create and associate JIRA issues with Freshdesk tickets? We have an app on Marketplace that can help you! Microsoft Teams Want to simplify cross-team collaboration? Try using the Microsoft Teams app! Trello Looking to achieve better results through enhanced collaboration? Give the Trello app a try! Tasks To Do Encountering diffic

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8 months ago

AnushaCommunity Manager

posted in Announcements and Events

Have you signed up for the ServiceOps Webinar yet?

Hullo folks!👋🏼Surfacing this upcoming webinar in your feed. If you want to catch up with the increasing chatter about ServiceOps, sign up and get your friends in ITOps along as well. Wonder why? Raise your hand if critical incidents in your organization:Require multiple teams to collaborate across the IT Service Desk, the Network Operations Centre (NOC), and DevOps ✋🏼 Your agents struggle to make sense of the flood of alerts and tickets, and to collaborate ✋🏼 Providing timely updates to end-users and stakeholders is time consuming ✋🏼The latest enhancements in Freshservice including workflows for alerts, status page announcements, and the inclusion of Google Cloud Platform might just help you establish the kind of incident management process that your organization needs. So, will I see you there?You know what, type in your questions below to help us align the webinar content accordingly.

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8 months ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

#Storytime - Glen Dimplex and Freshservice: the ultimate dynamic duo in the world of IT adventures!#Storytime #Customerstories

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

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8 months ago

Kamakshi VCommunity Manager

published in Welcome

Chapter 3: Search bar - A quest for your next read.Getting Started

I’m back to take you along on another chapter to learn about a lesser known feature on the Community map. This time it’s the search bar.As a community of over 29k members, it is highly likely that the answer you are looking for is already available on Community. So, what do you need to do to find out? Head over to the homepage, type in the keywords in the search bar, and search for product updates, best practices, events and more! Tada! Where are we off to next?

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9 months ago

Kamakshi VCommunity Manager

published in Welcome

Chapter 7: Have you made it to the leaderboard? Everything you need to know about ranks, badges and more.Getting started

Hello Refresh Community! I come bearing news as you take on chapter 7 of our getting started series - We consider every action you take on the community as mini milestones that must be celebrated. :D Yup, it’s true. The badges on your profiles and the rank next to your name are our way of giving back for all that you do in engaging with your fellow community members. As your trusty tour guide, I thought it only fair for me to share a glimpse into how you can earn more accolades. RanksGood news: As soon as you make it into the Refresh Community kudumba or family, you are assigned a rank, just for starting out - ‘Community Debut’. Easy!Where does your rank show up? The title next to your name refers to the rank you are currently on. To climb up the table and make your way to the highly prestigious ‘Community Legend’, all you need to do is continue engaging - ask questions, post replies, mark best answers and like posts. Here’s a sneak peak into your first 5 ranks: Community Debut A

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9 months ago

Ashwin SubramaniamFreshworks Creative Story Teller

published in Announcements and Events

[3 mins Survey] Your insights count! Here’s an opportunity for you to help us elevate our marketing content.

Hello Freshworks Community!I’m Ashwin from Freshworks’ creative storytelling team. At Freshworks, we love creating content that will make an impact on your careers and daily work life. In 2024, we’re on a mission to elevate the messaging we create for you. Take just 3 minutes of your time to share your thoughts in our survey, and let's create content that truly resonates with you. You can access the survey here! We look forward to hearing from you. Feel free to reach out to me directly if you have any specific inputs or suggestions!Thank you!

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9 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

📢 Exciting news: Freddy Copilot goes live today for Freshservice! 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 power 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? Access to AI-powered productivity tools such as Ticket Summary Generator, Reply Suggester, Help Article Generator, and more features that we will continue to build 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.If you’d like to learn more, you can find all the resources you need here. Together, let's embrace this new chapter as we officially launch Freddy Copilot and embark on an exciting journ

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9 months ago

rhea.desouzaCommunity Manager

published in Announcements and Events

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

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9 months ago

alyssia.correaCommunity Manager

published in Announcements and Events

Product IDEAS Section | FAQs

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

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9 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

🗓 ⌛ October - Community Events RoundUp - Mark your Calendar !!

Hello, hello Freshworks Community!How’s it going - we’re at the final stretch of the year - it's October already! We’ve been really excited to re-launch our events on Community.Thank you for actively engaging and participating for all our sessions so far! To streamline your experience, we will be publishing a monthly roundup of the sessions. Here is a roundup of all the October Community events led by our SMEs (Subject Matter Experts) . These sessions are packed with valuable insights and expertise you won't want to miss out! Live Q&A Session with Sales & Marketing Expert ft. @Jessica Jeyakumar Date : October 10, 2023 | 3:00 p.m. IST | 11:30 a.m. CET | 8:30 p.m. AEDTRegister Here - Ask Your Questions Here - Understanding the Bot Game Ft. CX Expert @ShubhamShrivastava Date : October 18, 2023 | 3:00 p.m. IST | 11:30 a.m. CET | 8:30 p.m. AEDT Register Here - Ask Your Questions Here - Automate Like Mozart: Unleash the Symphony of Automation with Freshservice

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9 months ago

rashmi.nagCommunity Manager

published in Announcements and Events

Holiday Gifting Guide: The Perfect Gift for your IT Agents

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!

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9 months ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

#Storytime - Elsevier's Digital Transformation Story#Storytime #Customerstories

Welcome to the second edition of #Storytime - your weekly ticket to a world of entertaining and inspiring customer tales! 💥We are touching the realms of ITSM with today’s tale on digital transformation!Have you ever wondered what it would be like to effortlessly manage your IT services, like a finely tuned engine that propels your organization forward? The smooth operation of a well-maintained machine is essential for optimal performance and productivity. 🚀 Elsevier, a global leader in information and analytics, found themselves faced with the challenge of keeping their IT systems running smoothly. They sought a solution that would act as the engine of their IT operations, ensuring seamless functionality and driving their success.Much to their liking, they encountered Freshservice, the instrument that enabled Elsevier's IT service management. Like an efficient motor, the tool provided the reliability needed to power their operations.Becoming central to their IT infrastructure, Freshs

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10 months ago

Kamakshi VCommunity Manager

published in Announcements and Events

A heartfelt thanks to you all and Happy Holidays!!!

Dear Freshworks Community Family, As we approach the close of this year, some of you might be wrapping up work, cozying up by the fireplace, or exploring favorite destinations. We would like to take a moment to revisit 2023 and reflect on the collective journey we've experienced together in this community. 2023 has proven to be a remarkable year on various fronts. The launch of Community 2.0 ushered in a wave of exciting features and improvements. This encompassed the recommencement of Community Events, the engaging 'Community Hours’ sessions, updates on the IDEAS Section, and the introduction of Community Subject Matter Experts. The much-anticipated activation of 'Dark Mode' for our Freshservice users was a highlight, being the top voted IDEA on the Community. It was a delightful Christmas surprise from our Freshservice Santas to our users! 🎅🌙Thank you for your support through the changes, enhancements, and optimizations that the community und

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10 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

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11 months ago

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