To invite a teammate who’s not an agent in Freshdesk:

  1. Type @ followed by the teammate’s name, click on Invite to Discussion and enter the teammate’s email address to invite them to this discussion.

  2. Once you send the invite, this teammate will receive an email notification inviting them to the discussion.

  3. Once they accept the invite, they will be able to collaborate on the ticket to deliver solutions faster.  

  4. Non-agent teammates will get read-only access to the ticket on which they are tagged, and will also be able to see the associated discussion in their Freshconnect application.

  5. Non-agent teammates will be able to see the ticket description, all private notes, replies, public notes and forwards associated with this ticket. They can also send messages in the discussion associated with this ticket.

  6. Non-agent teammates will not be able to respond to the requester of this ticket or edit anything on this ticket.

Inviting a non-agent teammate to a discussion

The non-agent will be able to access this ticket via the Freshconnect app