#Issue 3  | July, 2020

Happy July Partners!
The first half of 2020 is done and dusted 🤘🏼
Congratulations on all the amazing wins and especially for maintaining the spirit, 

You inspire us. 


Hope you solved many of the challenges working from home has brought to your desk. 
You should definitely share all your challenges/concerns/wins with your peers in our Workplace.
Interesting things have been brewing at Freshworks. Let’s unpack all of it here. 


Fresh Things First 🎉

Gartner just unveiled their 2020 Magic Quadrant research on CRM Customer Engagement Center and has recognized Freshworks as the only ’Visionary’ for Freshdesk Omnichannel. 
You can use this report when engaging with prospects to amplify the proven credibility of Freshdesk Omnichannel.




A recent report by Forrester TEI, Freshdesk Omnichannel delivers a whopping ROI of 462% over 3 years. This is particularly encouraging considering the current pandemic-stricken global economy and is significantly better than our key competitor, Zendesk.

Important Announcements ⭐

Email Server Migration

This is a heads up for the Phase II of the Email Server Migration (from Sendgrid to our in-house Freshworks Email Service). 

Migration Date -  21st July

Note that marketing will own sending the email to the primary email address of these accounts. If you'd like to notify other users in the account, you can leverage the email content referenced above to do so.

The banner will only be enabled for Admins and Account Admins. 

Please reach out to your channel manager if you have any questions. 

What’s Fresh? 🌻


Omnichannel - Freshdesk

FSM Automations

The all-new automations for our Field Service Management (FSM) add-on simplifies routine service task management and ensures that all information on service tasks and tickets are in-sync and up-to-date. Check out our guide.

Freshdesk Omniroute - Dynamic Queue Prioritization

Customers can now prioritize incoming tickets based on created time, response SLA, or resolution SLA with Dynamic Queue Prioritization in Omniroute™.

Freshchat - Freddy Answer Bot

In Freshchat, you can now limit Freddy Answers to only respond on certain "Topics", so that more standard queries can be handled by bots, and more complex requests that require human intervention can be routed directly to agents.

Freshchat - Intelliassign

Freshchat's routing capability just got better with the latest round-robin assignment. Using Intelliassign, you can now automatically route conversations in a round-robin style or choose to route based on load-balancing.

Freshchat - WhatsApp + Bots

Understand how bots can connect with Whatsapp to give customers personalized updates. Check out our One-Pager. 

Freshcaller - Automated Routing

Routing automations empower any business using Freshcaller to use serverless apps and intelligently fine-tune their call routing. Be it identifying VIP customers to provide premier support to deflecting calls based on flight ticket status, support teams can give a new spin to their productivity.

Freshcaller - Freshcaller inside Freshdesk

Understand how a Freshdesk agent can use Freshcaller to handle calls. Check out our Agent's guide

Freshcaller - AI Voice bot demo

Our AI-powered voice bot provides intelligent answers to customer queries. With this exhaustive video guide, you can now explore how effectively the feature can be used.

CRM - Freshsales

Freshsales - OOO detection

Stay informed about prospects or customers who are away from work with Freddy's Out-Of-Office (OOO) detection feature. Use Freddy's suggestions to Reschedule your tasks, appointments, or even your sales activities with a single click.

Freshsales - Mobile Offline Mode

Download and store select records on your mobile app for offline access. You can access and edit these records or create new records/sales activities while offline. Sync them to your CRM when you’re back online. Check out our guide

Freshmarketer - Transactional emails

Automate essential business transaction emails and send them straight to your users' inboxes. This can include order confirmation, account alerts, or any high priority events.

Freshchat - Custom flows

Bot conversations can sound detached and generic. With the new custom flows module, build personalized bot conversations to get higher engagement on your questions.

Freshchat - Multilingual custom flows

Freshchat's custom flows can now be localized in 35 global languages. You can create engaging bot flows and translate them in one-click. Remain personal and go global with the power of multilingual chatbots.

Freshcaller - Automated Routing

Route your callers automatically based on dynamic inputs from external systems (CRMs/Helpdesks). Use this to create multiple call flows to handle customer queries and provide an enhanced call experience. Check out our guide.

ITSM - Freshservice

Freshservice - Virtual Agents in MS teams

Bring self-service into the hands of employees. With Virtual Agents in MS teams (BETA), IT teams can test the feature to deflect non-critical tickets, thereby freeing support staff to address critical issues while combating a high inflow of requests. Schedule a demo to understand this better. Catch up on the announcement here

Freshservice - Track All IT Projects

Agents can now create new projects to drive key IT initiatives and associate all Freshrelease projects right from the tickets, problems, and changes modules. Check out the announcement on our Workplace

Freshservice - Improved Employee onboarding module

With Freshservice's new and improved Employee Onboarding module, businesses can make onboarding a transformative experience for new hires through well-crafted onboarding kits, customized onboarding flow, and streamlined user experience.

Freshservice - Airwatch integration

Ensure enterprise security at every endpoint - including desktops, laptops, and mobile devices with our brand new integration with AirWatch app (Workspace One). Agents can now track and view contextual information such as enrollment date, login activity, and last updated time of all devices within Freshservice.

Freshcaller - Automated Routing

Freshservice+Freshcaller customers can now reroute their callers based on dynamic real-time inputs from other tools or systems managed by their organization using Routing Automations. Agents can route high priority calls to the right support teams and even geographically segment incoming calls from across the globe.

The Sales Pub 🍻


We figured we could use a cool space where you can find some of the juiciest pieces of content. Empower your sales teams with Battle cards, Competitor Brochures, pitch decks, video tutorials, email templates, and more. 

Customer Consumables 🥘

Omnichannel Solutions

Freshchat Solution

This brief summarises the need for Freshchat in the market and outlines its core offerings.

WhatsApp + Bots Solution

This solution brief gives you a quick glimpse of the WhatsApp + Bots solution we offer.

Freshcaller Voicebot demo

Our AI-powered voice bot provides intelligent answers to customer queries. With this exhaustive video guide, you can now explore how effectively the feature can be used.

Freshdesk Roadmap

This deck holds a list of roadmap features that Freshdesk has to offer in 2020. 

Freshmarketer - Video tutorials (New)

We made a bunch of short video tutorials to help you master the tool in no time. You can share these videos with your prospects and customers too.

Tune in!

Web Form Tracking Domain Verification

Employee Onboarding with Freshservice

Is the improved Employee Onboarding module bringing in a slew of questions from your customers? All of their questions can be answered with our instructional video. They will learn how to onboard new hires in a single click and set up a seamless process for stakeholders to contribute and collaborate.

Share Video

Battle Cards

Microsoft Dynamics Sales

Hubspot Sales

Zendesk Sell



Zoho CRM

Service Now

On the Deck 👨🏼‍🍳

IT Service Management to Higher Education

The pandemic has forced educational institutions across the world to shift to online classes. While professors grapple with new ways of managing online education, students are left clinging on to their tech gadgets - now more than ever. Here's our pitch for Education vertical that will help you understand the market and get buy-ins from universities and colleges looking to implement shared services and deliver the best service experience for students - both on-campus and off-campus. 


Pitch Deck 

Modern Project Management for IT Teams

With our vision to provide customers a unified project management experience, powerful enhancements and features have been added to Freshrelease. We've curated a deck that will bolster your pitch and position Freshrelease as the solution that will enable IT teams to deliver business value through IT projects. 

Pitch Deck

Sharp Shooters 🍾

'Wisdom'-tini 🍸

 Let's talk about Today.

“Life is not a problem to be solved, but a reality to be experienced,” Søren Kierkegaard once wrote.

We may not always enjoy this reality, not always look forward to it, but it’s still one to be experienced. That’s the task given to us Today. 

"Make the now, the primary focus of your life.” That’s from Eckhart Tolle in The Power of Now.


Missed out on our last issue? Don't worry, we've got you covered!

That’s about it for this issue of  In The Loop. Hope it helps you put your own dent in this universe, Today and Tomorrow.

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

Email us at - intheloop@freshworks.com