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. 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.

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