In the first phase of the Freshdesk-Freshconnect integration, we have focused on enabling collaborations across a larger segment of people - the ability to invite more collaborators per ticket, the ability to invite collaborators from external partner organisations, and cross-product collaborations such as between Freshdesk Agents and Freshsales Users. In the next phase of development, we are focusing on the following features:-

  • Groups: The ability to invite groups of agents to collaborate

  • Annotations: The ability to annotate parts of a ticket and quote them in discussions.