Inviting an agent to a discussion in Freshdesk


If you're starting a new discussion, follow the steps:

  1. Hover over the Freshconnect widget at the bottom right corner of the ticket window.

  2. The widget will expand to show three options : 'Notifications', 'Discuss this ticket', and 'Team Messaging'. Click on 'Discuss this ticket'.

  3. A chat window will open. Here, you can invite other agents to a discussion on the ticket. Just @mention their name and as you type, you will see a prompt with a list of people. Select the relevant person from the list, type your message, and hit 'Send'.


To invite another agent in your Freshdesk account to an existing discussion, @mention their name in the message box. As you type, you will see a prompt with a list of suggestions. Select the agent you want to invite to a discussion, type your message, and hit 'Send'.


To understand how people you've invited to the discussion get notified, read this article.


If you want to learn how to invite users to a deal discussion in Freshsales, check out this article.