In the Loop

Unlock agent productivity, elevate response quality, and streamline admin responsibilities with the gen AI powered Freddy AI Copilot add-on.

The new unified agent experience allows agents to manage their profile preferences from a single place instead of switching between products.

The Caller widget now comes with the options to view conversations, create tickets, or link to existing tickets in Freshdesk Omni.

A unified experience for Admins to gather Freddy AI Insights for both ticketing and conversational experiences.

Unlock agent productivity, elevate response quality, and streamline admin responsibilities with the gen AI powered Freddy AI Copilot add-on

Agents can now quickly assign conversations to themselves. They will now get an 'Assign to me' option for any unassigned conversation in the Team Inbox.

Freddy helps your agents understand your customer's emotions and prioritize conversation based on expressed sentiments. Leverage sentiment reports to get valuable insights to refine support processes

Admins can boost their agent productivity and streamline their everyday support operations with the Freshchat-Playvox integration.

Admins can integrate Freshchat with RingCentral to manage all customer conversations across channels from one unified inbox.

Unlock agent productivity, elevate response quality, and streamline admin responsibilities with the gen AI powered Freddy AI Copilot add-on.

Assist agents by helping them find, access, and consume solution articles more efficiently without manually searching for the right article while customers wait for a response.

The email bot shares answers to customer questions along with any articles used to source the answers. Positive feedback from the customer will close the conversation while negative feedback will be available for agents to take action.

Freddy recommends public (visible to all users & bots) & private (visible to agents) articles while referring only to articles mapped to the specific portal.

Equip your IT staff with GenAI assistance to enhance service delivery, focus on work that matters and optimize processes intelligently.

Workday Connector App is the first of many HCM app integrations with Freshservice that allow users to keep their employee data in sync on both Workday and Freshservice.

Note: This is a paid add-on. The pricing is usage-based. There is no flat fee for this add-on.

BambooHR Connector App integration with Freshservice allows users to keep their employee data in sync on both BambooHR and Freshservice.

Note: This is a paid add-on. The pricing is usage-based. There is no flat fee for this add-on.

We have introduced a menu bar for the Admin settings. The features are categorized under the options on the left navigation menu, making it easier for users to discover the right option and take action.

Get a holistic view of customers’ company structures, engage with specific divisions, and make informed decisions on an account with the Hierarchy View powered by the UCR.

Structure sales efforts into broad Parent Territories and specific Child Territories. This approach will help optimize resources and provide insights into regional performance.

The CRM automatically updates records(contacts, accounts, and deals) with a user's main territory, reducing manual effort and ensuring data consistency. Admins can configure main and other territories for users, enabling automatic territory assignment based on record ownership.

When a new quote is created, the products associated with a deal will be auto-populated in the Pricing table of the quote. This way, users no longer need to add products to the quote every time manually. The ‘Auto-sync products with quote’ checkbox has been moved to the quotes overview page. Users can now sync quotes to a deal by enabling the ‘Sync quote with deal’ toggle.

Users can now offer hyper-personalized product recommendations based on customer preferences and buying patterns to improve sales. Users can also suggest similar/bought-together products or suggest personalized recommendations from best sellers, trending, and more to drive more sales.

We have introduced a menu bar for the Admin settings. The features are categorized under the options on the left navigation menu, making it easier for users to discover the right option and take action.

Marketing Performance Reports and Dashboard gives users detailed insights into marketing channel performance, revenue attribution and revenue impact from Freshmarketer. With this they can enhance decision making, customer experience and increase ROI.

With automated Email Double Opt-In, Freshmarketer users can now trigger a double opt-in journey and ensure only confirmed subscribers are being engaged with.

The new Fair Usage Policy for free, trial and paid accounts caps the hourly rate for transactional emails in Freshdesk, Freshchat, Freshworks CSS, Freshservice, Freshworks CRM, and FreshID. Click below to learn why we’re implementing it and the details.

Get Freddy to share proactive insights like trends and outliers. Use it to create charts, apply filters, create reports and more. GA in Pro & Enterprise plans for Freshdesk, Freshservice, Freshchat (standalone & CSS)

UCR, Freshworks' native Customer Data Platform now powers Freshsales to get a holistic view of customers’ company structures. UCR works in the backend to capture all data related to parent & child accounts entered by the user. It organizes all of it and makes it easy to view, plan, and engage with specific accounts based on sales priorities.

The current integration is powered by the Freshworks Neo platform. This integration not only allows us to keep the integration up to date, it also allows us to introduce new features proactively. The current release now includes added support for a variety of message types, including text, images, files, buttons and more. Agents also have the ability to view DMs and comments from customers in their inboxes and respond via DMs.