In the Loop

Issue #1                                                                                                                                   Feb, 2020

Hey Partners,


I’m excited to announce the launch of our freshly baked newsletter, “In the Loop” built especially for our esteemed partners. 2019 proved to be a terrific year for Freshworks and we would like to thank you for all the glorious wins and consistent pursuance of our shared goals. 


We heard you when you said you didn’t admire our frequent one-off conversations and wanted to change that with something that is exceptionally personal. In the Loop is one of the efforts headed in the right direction to make sure you always stay informed. 


So without any further ado let’s dive in.

Freshsuccess Launch

We’re excited to announce the launch of Freshsuccess, a Customer Success Platform that helps prevent churn, increase account expansion, and strengthen customer relationships. 🎉


What is it?

Freshsuccess is part of the Freshworks Customer-for-Life Cloud, which includes Marketing, Sales, Support, and now Customer Success.


With Freshsuccess, businesses can:


    • Automatically monitor customer health

    • Alert Customer Success Managers about customer risks or opportunities

    • See a unified view of account activity across marketing, sales, support and customer success data stacks


Who is it for?

Freshsuccess is aimed at B2B subscription services. Personas include VP/Directors of Customer Success who own customer retention and expansion along with Support leaders who want to become more proactive.


Top features

Built upon Natero’s powerful data-layer, Freshsuccess ushers in a delightful new user experience that you’ve come to expect from Freshworks. 



Key features include:


    • Account 360 - See product usage activity, support tickets, communications, billing information, and more — all in one place.

    • Health Scoring - Know when customers are thriving or struggling.

    • Proactive Alerts - Automatically identify potential churn, new advocates, and accounts that are ready to expand.

    • Success Workflows - Proactively manage customers through onboarding, product adoption, account expansion, and ultimately renewal.

    • Reporting & Analytics - Get visibility into product adoption, customer engagement, and Customer Success processes.


This launch is just the first step in an exciting product roadmap for 2020, so stay tuned!


We will share more resources like videos, Battlecards, Pitch decks soon!

What’s fresh?


  • Chat support


    • Our much loved 24x5 chat support on Freshdesk will now only be available on Estate and Garden plans. This tough decision will help us accommodate more requests from high-value customers as we bank on our Customer for Life motto. 


  • Downgrade policy change


    • Our policy around product subscriptions has been updated. The key change to the policy indicates that new customers will no longer be allowed to downgrade their subscription during the middle of the term. The policy is in effect from 25th November 2019. 

    • Existing Customers can still enjoy the benefits of downgrading/canceling their plan mid-term even after the policy change. 

    • Should any customer have any doubts regarding this policy change and billing queries can reach out to us at for clarification.


  • Omnichannel Customer Timeline


    • Struggling with context? Worry no more as ‘Omnichannel Customer Timeline’ will help your customers have just the right amount of context everytime they view a contact. The contacts page will now feature in-detail events of every interaction the customer has with a business. This quick glance feature will allow agents to understand everything about a ticket as soon as it enters the helpdesk. 


Eureka! Right? 

Go on, boast about it to your customers and friends. We’re quite proud of it too :) 


  • Freshworks Workplace


Freshworks Workplace groups are a happening place right now. All product updates and partner engagement will be frequently updated on our partner-specific groups. Let’s get the conversations started right now. Let us know if you are unable to access the groups. Links below. 



  • Freshworks Marketplace


We now have 1000+ apps listed on our Marketplace

Customers find more value in our products when they have more reasons to engage with it. Integrations and apps can be the cornerstone of providing better user experience and engagement. Freshworks Marketplace has 1000+ apps that can drive adoption, reduce churn and improve customer engagement. 


Check out our brand new categories and most downloaded apps that’ll help you win more deals. 


Agent Productivity - Unbabel, Magento, Workativ

News & Events


A global community that brings together CX, ITSM, marketing, and sales stars to network, share and solve challenges. The community will also have Freshworks users, partners, and employees and will act as a one-stop-shop for product how-tos, peer support, and thought leadership. The launch event of our Freshworks community will happen in New York on March 12, 2020.


  • Alongside Freshworks Community, we are also launching ‘Refresh Connect’ - an online summit dedicated to bringing together the best minds from around the globe in customer experience, Information Technology Service Management, and growth. The virtual stage will host 40+ experts sharing insights on delighting customers, enhancing ITSM, and cracking the growth puzzle. Register now!  


  • Never too late to look back at the year that was, so we made video rewind of all the great things we’ve achieved together so far. Check it out here


  • In another news, the Channel Marketing team was awarded the prestigious “Avengers” award at Freshworks Emmys for exceptional execution of Customer First Confluencia in Brazil. The virtual summit garnered the attention of over 5000 attendees and was held in September 2019. This laid strong foundations with potential industry influencers in the region and we’re looking forward to bring out more of these virtual summits in the future.  


A big shoutout to our esteemed partners in the region - Loupen, ClaraCloud Services, and UXB for making this happen. 

P.S If you know a guy who knows a guy, reach out to your respective channel manager.

Wisdom Talk

In this global community, it’s important to develop resilience by giving ourselves games that we can win. Sign up for the marathon in the slowest category, tee off from the tees closest to the pin, rig the game so you can finally win something. Then you’ll feel better about yourself and you’ll use that confidence, that energy, to keep going. - Neil Pasricha (@NeilPasricha)

Competitor of the Month

That’s about it for this month. If you liked what you read, share it with your friends and colleagues. 

Tell us more about what you’d like to hear from us.

Email us at -