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AnushaCommunity Manager

Are you making full use of your Freshservice account? 🤔News

Hey there 🙋🏽Just checking: Are you still using Freshservice just to manage helpdesk tickets?If yes, you're not benefiting from the native IT Operations Management features that can help your business save big by staying always on. Plus, with the latest enhancements and powerful feature releases, there's no reason why you should continue spending on external tools!Sign up your self, and your colleagues in ITOps, for Let's Talk ITOM Season 4. Explore via three webinars how Freshservice can help you:👉🏽 Minimize service outages >> Streamline incident management to keep end users and agents happy👉🏽 Tackle IT complexity >> Break silos across IT teams, unlock collaboration, & tackle bloatware👉🏽 Eliminate agent burnout >> Minimize noise, chaos, & confusion to resolve incidents fasterCan't attend? Register anyways and receive all recordings via email.SAVE A SEAT!

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1 year ago

rashmi.nagCommunity Manager

published in Announcements and Events

Fall ‘22 Launch: Join the discussion - Meet Customers Wherever They Are

We want to help you communicate with your customers wherever they are. We’re also making it easier than ever for agents to switch between channels. Watch this snippet from our Fall Launch ‘22 to know more about this. 💬 How will you use these capabilities to create a better customer experience? Share it with us in the comments section below 👇🏼

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1 year ago

sruthi.203Skilled Expert

published in Announcements and Events

Day 7: Appy Holidays | E-commerce app roundup for delightful support experiencesMarketplace

Hello, and welcome to the season special edition of ‘Do more with the Freshworks Product Suite’. We know that embracing the magic and madness of the holiday season can get a bit overwhelming, for both customers and businesses alike. From managing the rush on your e-tail store and providing high-quality support to keeping track of innumerable shipping queries and reducing cart abandonment rates, there is no dearth of things to get done.So, this time around we want to help extend the spirit of delight to you and help make this time less stressful. Read through and discover an exciting line up of e-commerce exclusive apps that help enrich every touchpoint of your customer’s online journey. The first stop on the e-commerce journey is managing your storefront. During the holiday rush websites see 63% more traffic which translates to higher volumes of orders, queries, and tickets. To ease this process and ensure maximum efficiency, we suggest:1. BigCommerce + FreshdeskProvide personalized a

1001

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

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1 year ago

SnigdhaVittaldevSkilled Expert

posted in Announcements and Events

🎪 The Community Carnival: What are you grateful for this Thanksgiving? 🙏

Hi there, We hope you had a fabulous long weekend and a lot to be grateful for this #Thanksgiving break! We decided to bring to you a late edition of #FunFriday since everyone was out celebrating Thanksgiving with their family and loved ones. Which brings me to my next question. For you - What is the one thing you’re thankful for?I’ll go first - I'm grateful for the lighthouse resolve ticket / close ticket option after finish each task. It is satisfying to click to and clear our que for the day. I’m also grateful to the community for bringing together amazing people who make the experience worth the while!Here are a few featured responses from folks here at the Freshworks Community team - @rhea.desouza says - Grateful and thankful to be able to do what I love everyday, and continue building an inspiring community!@alyssia.correa says - Grateful to our Customer Support team who's been incredibly helpful to resolving issues for our community members and Grateful to meet people across t

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1 year ago

SnigdhaVittaldevSkilled Expert

asked in Announcements and Events

🎠The Community Carnival: A special MadLibs activity 🤯

Hi there, The week went by like a breeze and we’re back to try something new this #FunFriday. We’ve made an extremely simple Mad Libs game for you to guess the missing words. What’s really fun about this is, we get to see how different each story can turn out! ✒️ Here’s the word bank to help you identify the exact match. We’ve also added a few hints to help you along the way - 1. Team/organization2. Noun (Hint: Something teams and individuals strive to achieve)3. A Freshworks product4. Verb5. Verb6. Noun (Hint: This is made up of two words and is a product feature-related term)7. Noun (Hint: This is made up of two words and is a product feature-related term) 8. A Freshworks product (Hint: same as #6)9. Adjective + Noun (Hint: This is made up of two words, one an Adjective and the other a Verb)10. Noun Mad Libs text: The weekend is almost here! Something so satisfying about ticking off your checklist for the day. Before signing off for the day, the _______________ gathered in the room

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2 years 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

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2 years 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).

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2 years ago

SnigdhaVittaldevSkilled Expert

posted in Announcements and Events

🎪 Community Carnival: How good are you at decoding the emoji language?

Hello Community Fam!All of us work so closely with so many products and softwares, I’m sure we can each name at least 10 terminologies while asleep - no kidding. But if these simple and basic terms were translated into the emoji language, won’t that be something?So, here’s something to make your Friday a littttle more fun - Can you figure out what famous SaaS vocab these different emojis add up to? #1 #2 #3 #4 #5 Was this too easy? Tell us what your guesses are in the comments section below!!#CommunityCarnival

561

2 years ago

Juhi SinghApprentice

posted in Announcements and Events

Community Hours: Learn about the intertwined architecture of PCI Pal Payments App from our featured community expert Janani Babu & two more sessions in the line-up!

REGISTER For this session, we have invited one of our featured community members, Janani Babu, a developer at Geekfactory. Join us for an engaging ‘app showcase’ session followed by two more interesting topics to be covered during the session. Don’t forget to register. Block your calendar - Thursday, 27th October at 2:00 PM CET to connect with fellow developers in the community!TopicBuild an intertwined architecture - PCI Pal Payments App by Janani Babu - Geekfactory How to workaround API Rate Limits using Scheduled Events by Debjani Chatterjee Learn to run code after the user updates the app. — Introducing new App Setup Event by Saif Ali ShaikSpeakersJanani Babu - Lead Developer at Geekfactory (Follow Janani)Debjani Chatterjee - Senior Developer Advocate at Freshworks (Follow Debjani)Saif Ali Shaik - Senior Developer Advocate at Freshworks (Follow Saif)When27th October 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zoneOctober 27, 2022 5:30 PM → October 27

200

2 years 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:

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2 years ago

Juhi SinghApprentice

posted in Announcements and Events

Community Hours 29th September 2022: How to work around API rate limits + Marketplace Gallery & Beta Apps!

REGISTER Learn how to workaround API Rate Limits using Scheduled Events and our roadmap for the Developer Accounts, Beta Apps, and the Marketplace Gallery. Join us live on Thursday, 29th September at 2:00 PM CET to connect with fellow developers in the community!TopicHow to work around API rate limits + Marketplace Gallery & Beta Apps!SpeakersDebjani Chatterjee - Senior Developer Advocate at Freshworks (Follow Debjani)Harish Janjam - Product Manager at Freshworks (Follow Harish)Sylendran Arunagiri - Product Manager at Freshworks (Follow Sylendran)When29th September 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone Thursday at 5:30 PM → September 29, 2022 6:30 PMAgenda What are API Rate limits How to manipulate your app to workaround limits Developer Accounts Deep Dive Beta Support for Apps + Marketplace Gallery Revamp Q&A We often hear from the community that working with API rate limits becomes difficult to manage while building apps. Howe

420

2 years ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

Mission Agent CX | Put your thinking 🎩 on, and solve the riddles

🕵️ Super-agents, do you have what it takes to solve this operation? Solve the riddles below, and share your answers in the comments section. 🎫Question 01: I am what happens when two agents update the same ticket (Hint: I cause duplication. ) - What am I?Number of words: 02 #️⃣Question 02: I am the most famous hashtag any agent uses on social media. (Hint: I am the trendiest on Twitter!)Number of words: First half of two words 📅Question 03: I am a term that agents use when they watch a live recording of a customer session on their website to understand what the issue is (Hint: I am a bonus feature through the Freshdesk and Freshmarketer integration!)Number of words: 02 💻Question 04: I am what an agent looks at when they first log in. (Hint: I let them access settings and manage tickets) - What am I?Number of words: 02 ✅Question 05: I am what every agent wants (Hint: The higher I am, the better the agent is)Number of words: 03 🔍Question 06: I am the duration an agent takes to resol

22814

2 years 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

424510

2 years ago

sruthi.203Skilled Expert

published in Announcements and Events

Agents, if you were in a parallel universe, what problem would you like eliminated?

Show of hands - how many of you CX agents feel frustrated when you don’t know the answer to a customer’s query and it takes you way too long to find the solution? Or when you don’t have the tools needed to keep up with the overwhelming ticket quantities and communication channels that your customers reach out to you in? Or when you get that ‘if only’ feeling about a particular situation or workflow? We feel you. It can be complicated and crazy. And we want to listen to all your problems and challenges out here. It doesn't end there though. Our team will be looking into the issues and coming up with solutions for them - in the form of apps from the Freshworks Marketplace. Easy to use, efficient, and scalable, these integrations will make your life so much easier, elevate your workplace experience, and help you accomplish even the toughest of missions. Calling all CX agents! Tell us, what are the top challenges you face? Do you have any repetitive issues that keep popping up? If you wer

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2 years ago

sruthi.203Skilled Expert

published in Announcements and Events

Mission 6: In a parallel universe | Powerful apps for a phenomenal agent experienceMarketplace

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

2080

2 years 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 💥

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2 years 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!

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2 years 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! 👇

3536

2 years ago

alyssia.correaCommunity Manager

published in Announcements and Events

AMA with Freshdesk Customer, Shehab Moustafa, Money FellowsAMA

Give a warm welcome to the host of our newest Customer Spotlight Session! 🕵️ Over the next two days, the community is hosting a special Freshdesk customer -@Shehab Moustafa , from Money Fellows. He comes with 17 years of extensive experience in customer happiness & operations management, customer journey design & implementation, strategic planning & execution, business transformation & governance model, people Management, talent management & leadership.He is joining us in the community to answer all your questions (product and/or industry) - so start adding them to the comments below! 📢 Here’s a little bit about Money FellowsMoneyFellows is a collaborative Group Lending and Savings Platform. It is a trusted and more convenient way of finding and managing Money Circles online, by digitizing the traditional, informal offline ROSCA (Rotating Savings and Credit Association) Model, allowing users to meet their financial and saving needs. Alyssia, Community Manager: Wha

19721

2 years ago

SnigdhaVittaldevSkilled Expert

published in Announcements and Events

Mission 4: Say hello to Agent Royale, Ben Ford

Meet Agent Royale Ben Ford (@Crocus_Benford), CS Development Manager, Crocus, and his sidekick, Nova, as we explore a day in his life, and learn from his easy tips and tricks. ⏰ What’s the first thing you usually do when your shift starts? I start by reviewing the previous days’ reports, checking performance and trends. 📝 How do you usually prioritize your tasks for the workday?I rank my task priority by: 1 = Time dependent or critical issues to resolve. 2 = Current project work and day to day tasks. 3 = Continuous improvement. 📧 As the tickets come in, do you have any shortcuts/hacks/principles you follow to keep your inbox light? Automate as many easy tasks as possible. Use ticket properties and keywords to assign tickets to groups or a priority. Collect tickets with the same actions i.e. 'cancel an order' for someone to work through, as the repeated task can be quicker than having a different request every time. When volumes are high, export unresolved tickets and highlight d

11912

2 years ago

alyssia.correaCommunity Manager

published in Announcements and Events

Mission 2: 3 Tips to be faster at Customer Support

Community agent 🕵, do you copy? 🖐 @Leslie.Chan, Lead Solutions Engineer, Freshworks is ready to debrief. Been with Freshworks for almost 3 years now, she is passionate about helping customers digitally transform their customer experience and leveraging new, modern technology like Freshworks to accomplish it.Outside of work, she loves to play tennis and golf and spending time with her two dogs, Tucker (husky) and Buster (labrador)! Here are her 3 tips to be faster at customer support (you don’t want to miss it!) Top takeaways Having a bot-first platform takes out the tedious work and helps your organization scale as your business grows! Get the data you need to make better operational decisions Last but not least, it’s all in the details of Freshdesk: scenario automation, agent collision detection, internal bots and more. If you’d like to say hello to Leslie, or ask a question, share it in the comments section below!

2024

2 years 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!

17311

2 years ago

Juhi SinghApprentice

posted in Announcements and Events

Community Hours 25th August 2022: Server Method Invocation - A Serverless take on Remote Procedure Calls

REGISTER Server Method Invocation (SMI) feature allows you to build frontend apps that invoke a serverless component. This session will discuss why you need SMI and when to use it in your serverless app. Join us live on Thursday, 25th August at 2:00 PM CET to explore the feature and learn from fellow developers in the community! TopicServer Method Invocation - A Serverless take on Remote Procedure CallsSpeakerShravan Balasubramanian - Senior Software Engineer at Freshworks (Follow Shravan)When25th August 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone Agenda What is SMI, and why do you need it? How to get started with SMI registration How to invoke SMI functions and essential things to remember about SMIs How frontend apps invoke SMI functions, and the response is handled When to and when not to use the SMI function Demo/Sample use case Q&A What’s in it for me? To introduce SMI and further explore when to make use of it in your serverle

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2 years 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! ⏰

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2 years ago

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