Using Freshconnect in Freshdesk

How do I start a discussion on a ticket?
To start a discussion on a ticket: Open the ticket on which you need to collaborate. At the bottom left in the ticket window, you'll see the F...
Tue, 2 Apr, 2019 at 1:02 PM
How do I invite other agents to a discussion?
To invite a teammate to a discussion: Click on the Discuss button at the top right of the ticket. In the discussion window, type @ followed by team...
Wed, 9 Jan, 2019 at 3:53 PM
How do I invite non-agent teammates to a discussion?
To invite a teammate who’s not an agent in Freshdesk: Type @ followed by the teammate’s name, click on Invite to Discussion and enter the teammate’s e...
Thu, 25 Jul, 2019 at 11:49 AM
How do I reply to a message?
The Reply button pops up when you hover over a message. Click on the button to reply to a particular message. A notification will be sent to the per...
Wed, 9 Jan, 2019 at 4:00 PM
How do I reply to everyone in a discussion?
If you want to notify all the members in a discussion at once, simply type @discussion and send the message. 
Wed, 9 Jan, 2019 at 4:00 PM
How do I receive notifications on my discussions?
You will receive all the discussion related notifications in the Freshconnect notification centre, located at the top right of your Freshdesk page. If you...
Thu, 10 Jan, 2019 at 1:44 PM
How do I view the collaborators on a particular discussion?
To see a list of members in the discussion, click on the top right as shown below:
Thu, 10 Jan, 2019 at 1:46 PM
How do I view all the discussions that I’m collaborating on?
You can access Freshconnect web app by clicking on the Freshconnect notification centre at the top right of your Freshdesk page and clicking on the link s...
Tue, 29 Jan, 2019 at 11:07 AM
How do I tag a Freshdesk group into a discussion?
Tagging Freshdesk Groups Scenario: A customer writes in about an incorrect bill, and you want to tag the Billing team in your organization since you don...
Fri, 2 Aug, 2019 at 4:22 PM