#Issue 6  | October, 2020


Happy Techtober | Shocktober | Sobertober | Halloween! 💻⚡🍺🎃

Look at us! Cruising through 2020 at rocket speed 🚀 

I hope this issue finds you in good health, shape, and happiness. 
October is a month of new beginnings, a time to break out of old habits and fears. 
So, set yourself on a great trajectory for the last quarter of 2020 and prepare for 2021. 
Try new guises for Halloween and explore what's possible! 🤘🏼
We have some exciting news and proud moments from September alongside a steady roll-out of features, big wins, and a bunch of new sales tools created last month. 


Here's our October update! 

Check out our Workplace for all the latest updates.

Hey! This needs your attention 👁‍🗨

Our "need of the hour" CRM is here! 

The Freshworks CRM team is proud to announce the global launch of our all-new CRM solution on the 27th of October, at Refresh 2020.

In preparation for the launch, we've put together a series of training sessions - covering everything from product deep-dives to messaging and sales plays.

New training sessions will be made available throughout the month of October on MindTickle, our new global L&D platform.

Check out our launch kit for customer sharable collateral and insider training videos.





It’s Time to Hit Refresh!

When it comes to delighting customers we have one core belief, experience matters.

And, we are here to iterate that with Freshworks’ first-ever Virtual User Conference - Refresh 2020.

Refresh 20 is the confluence of innovative forces that keep us rooted to our core belief: when it comes to delighting customers, Experience Matters.

It is the one place where we showcase the most advanced solutions to cater to the changing needs of diverse businesses in the connected era.

We are expecting Freshworks' customers, prospects, partners, and employees to be zooming into this event.

Check out our Refresh 2020 deck




Celebrate our Sweet Sixteen with Forbes 🥳

Freshworks Inc., the customer engagement software company, today announced it ranked number 16 on the Forbes 2020 Cloud 100, alongside other industry visionaries like Snowflake Inc., Stripe, Inc., and Asana, Inc.

This marks the fourth consecutive year Freshworks has been recognized on this definitive list of the top 100 private cloud companies in the world, published by Forbes in partnership with Bessemer Venture Partners and Salesforce Ventures.

Our journey has been nothing short of extraordinary, and this definitely deserves a celebratory toast!  Join hands with us to send out your virtual toasts to spread the word and celebrate. Go on and give us a shout out today!


What’s Fresh? 🌻


Omnichannel - Freshdesk

Omnichannel Analytics

Performance insights across channels in one place
(Live for new FD Omnichannel sign-ups only)

Support admins can access performance insights across different channels in a single report. Omnichannel Analytics enables them to customize and compare metrics from Freshdesk, Freshchat, and Freshcaller to create powerful reports in one place.

Read More

Auto-classify tickets with Freddy Auto Triage

Customers can request a new field, track request status, enable or disable fields, and much more -- right from the new Auto Triage dashboard. Update ticket properties automatically as they stream in so that agents can avoid ticket classification busywork and focus on helping customers. Our competitors have a lot more catching up to do now.


Read More

Freddy Self-service: bot-building made easier

We've made significant enhancements to the bot list page and the bot navigation. A new Search bar will make it easier to find what customers need faster. They no longer have to do a long scroll on the bot list page to find what they were looking for.

Read More

Smart Filters for Facebook

Keep the spam comments on Facebook at bay and zero in on the ones that matter. Agents can choose to ignore comments with users tagged or comments with user tags followed by emojis or gifs (without actual text).

Read More

Call Tags in Freshcaller

Categorize and label the outcome of each call for quick & easy reference using Call Tags. Calls with relevant tags can be filtered & exported for a more granular understanding of call patterns & trends to refine call center operations.

Learn more

Freshsuccess Major Feature Launch: Success Goals

We are building some exciting new features in Freshsuccess to improve productivity and usability. Here's a sneak-peek into what's in store for the October 4 release!


CRM - Freshsales

Freshworks CRM Customer-for-Life Cloud

Pique your prospect’s interest with the CRM brochures. 


Deep Dive Videos - Freshworks CRM [Internal]

Understand the ins-and-outs of Freshworks CRM and its three clouds -

Customer-for-Life Cloud, Sales Cloud and the Marketing Cloud.

 Customer-for-Life Cloud | Sales Cloud and Marketing Cloud


ITSM - Freshservice

Automatic routing

Manual assignment of tasks for every incoming issue is definitely a time-consuming and tedious process. If your customers are drained out by this drudgery, here comes task automations to save their day! Customers can now enable automatic routing and assignment of tasks to ensure timely resolution of issues. So go ahead, and help them set it up!


Login Now

Debut Freshservice in Style with the Launch Kit

Worried about creating onboarding assets from scratch? With our ready-to-use kit, launch the end-user experience for your customers in a breeze with exciting posters, email templates, and much more. Go-on, and give it a try!



Test Before You Pitch

Do you want to be more engaged in the process of an upcoming feature? Become an internal BETA tester for Accessibility Portal to thoroughly use the feature and share every thought.
Your feedback will help shape and improve the feature before being launched publicly for prospects and customers.



Outage communication

Panic No More about Product Down-times

Outages have always been a nightmare! A barrage of tickets, calls, chats... All this is now in the past. Our product can now soothe panic-stricken customers! Introducing our in-product, outage communication measures to proactively inform customers about Freshservice’s down-times.


The Sales Pub 🍻


 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 🥘


Freshcaller Call Centre ROI Estimator

This estimator helps Freshcaller prospects estimate potential call charges and agent licensing fees so they can make a well-informed decision investment decision.


New-Gen Project Management in Freshservice

We conducted an internal training session as part of the Rocket Fuel Product Training Series and focused on how we will be powering up Freshservice by bringing in Freshrelease as our Project Management module.  If you want to revisit or share what we discussed during our training, feel free to use this video.




Freshservice Customer Wins

Region-wise customer wins, updated till September 2020

Customer Wins

Battle Cards

Zendesk Chat Battlecard

GTM teams can customize this feature comparison document in Zendesk Chat-compete situations and share it with customers as a PDF. 


JIRA Service Desk Battlecard

With the product constantly evolving, we ensure that the sales enablement collaterals keep up with all the changes.

Here's Freshservice VS JIRA Service Desk

IVANTI Battlecard

With the product constantly evolving, we ensure that the sales enablement collaterals keep up with all the changes.

IVANTI Battlecard

SysAid Battle Card

Gain the competitive intelligence required to play your cards right and win deals against SysAid with our internal differentiator battle card.

SysAid Battlecard

News and Events 📰🎯

Upcoming Webinars

15th Oct - How to sell Freshworks CX

On September 16th, we have the fourth edition of our CX Persona Product Strategy AMA with a panel of Product Managers and Product Marketers from Desk, Chat, Caller, Platform, and Freddy AI. Join us for this optional (but encouraged) 90-minute virtual meet-up. We will also host this on Zoom and Workplace, so the conversation can continue asynchronously around the world.


INDIA/UK/EU/ROW/MENA/ANZ teams: Register here for 3 pm IST, 10:30 am London, 11:30 am Berlin, and 7:30 pm ANZ 


NORTH AMERICA team: Register here for 9.30 am PT (9:30 am San Mateo, 10:30 am Denver) 

15th Oct - What’s new in Freshservice - Q3, 2020 Edition

With Freshservice constantly scaling, we want to ensure that customers use all our new features to the fullest. Get your customers to join this webinar to quickly adopt the major features we launched in Q3, 2020 with our end-to-end demos to handhold them.

Presented at 10:00 AM PT | 1:00 PM ET

Get them to Register

20 - 22nd Oct - ExperienceNXT APAC Edition

Freshworks ExperienceNXT is the only event that encapsulates a personalized and curated experience for everyone. A few key highlights.

  • Multilingual content tracks available in Thai, Vietnamese, Bahasa, and English
  • Familiar faces - CEOs, CIOs, VPs, and Thought Leaders from your region
  • High-intensity Breakout sessions with panels, speakers, and more


Get them to Register

Spread the Word

Upcoming Recorded Sessions

  • Freshworks CRM - Pipeline Management 2.0 and Automation 
  • Pitch Deck Tutorial
  • Sales Plays - A Walk-through
  • Buyer Personas
  • Competitor Overview

Find all training modules of the Freshworks CRM Series on www.lucida.freshworks.com

Dates will be announced soon!

In the Loop is an initiative to make sure that you- as our partner, never miss out on any information from Freshworks. To further tighten the knot, we now have an archive page from where you can access all the newsletters published in the past.

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.

Email us at - intheloop@freshworks.com

Take care and stay safe,
Your friends at Freshworks!