The document provides guidance on using Freshconnect, a collaboration tool integrated with Freshdesk and Freshsales customer support and sales software. It outlines how to start discussions on tickets or deals, tag and invite teammates, send replies, view member lists, and use additional features for 1-on-1 and group chats like creating groups, adding members, and quoting replies. The document also mentions notifications, access points for conversations, and enabling desktop notifications.

1. Freshconnect User Guide

2. 1. Using Freshconnect in Freshdesk
a. Starting a discussion
b. Tagging a teammate
c. Inviting any teammate to a discussion
d. Replies
e. Reply All : @discussion
f. Notifications
g. Member List
2. Using Freshconnect in Freshsales
3. Freshconnect Team Messages
a. Starting a 1:1 chat
b. Starting a group chat
c. Creating groups
d. Member list
e. Adding a new member to a group
f. Tagging a teammate in a group chat
g. Quoted replies
h. Tips and Tricks
Freshconnect Home
Desktop Notifications
Table of Contents

3. Using Freshconnect in Freshdesk
In Freshdesk, collaborate with your team on tickets by inviting team
members to discussions whether they are an agent, admin or even
someone in another function.

4. 1. Starting a discussion
The Freshconnect widget is present on the bottom right in every ticket. Click on it to see the discussion for this ticket. Every ticket
has its own discussion that’s stored alongside the ticket in case you want to come back later and refer to this discussion. This
discussion is internal and is not visible to the customer.

5. 2. Tagging a teammate
In the discussion window, type @ to invite a teammate to this
discussion. This sends a notification to the teammate being tagged.

6. ● Want to collaborate with a teammate who is not an
agent in Freshdesk? No problem, just type out @ in the
discussion and click on invite to discussion and enter this
teammate’s email address to invite them to this
discussion. This teammate is now a collaborator in this
discussion.
● Once you @mention and send this teammate a message,
this teammate will receive an email notification about this
discussion.
● This teammate will see a read only view of this ticket and
all the messages in this discussion, in her Freshconnect
application. She will now be able to collaborate with you
to get to a solution quickly.
3. Inviting any teammate to a discussion

7. The reply button appears when you hover over any message. Click on this to explicitly reply to that person’s message. This will
send a notification to that person.
4. Replies

8. If you want to notify all the members in a discussion at once, simply type @discussion and send the message.
5. Reply All: @discussion

9. ● By default, members in a discussion receive priority notifications when someone
i. @mentions them
ii. replies to their message directly
iii. @mentions the discussion
● Members also receive notifications when there are other types of messages in the discussion in the form of a
digest.
● There is a dedicated Freshconnect notification center where agents will receive discussion related
notifications. You can click on the Freshconnect link in this notification center to see a list of all the discussions
you are collaborating on.
● Collaborators will be able to see Freshconnect notifications in their email.
6. Notifications

10. To see a list of members in the discussion, click on the top right as
shown below.
7. Member List

11. Using Freshconnect in Freshsales
In Freshsales, the discussion is available on a deal.
All of the above functionalities are applicable for a deal as well.

12. Freshconnect Team Messages
With Team Messages, you can now have 1:1 chats and group
conversations about anything : share ideas, discuss projects,
and get work done in real time.

13. 1. Starting a 1:1 chat
To start a chat with someone, click on the button at the top of the left column. Then, start typing the name of the person, and
you’ll see a list of suggestions. Select the correct name, type in your message, and start a conversation!

14. Just as for a one-on-one chat, for group chat, click on the button, and add all the people you want to huddle up with. Your first
message will initiate the group chat.
2. Starting a group chat

15. Do you chat frequently with the same bunch of people? Give that group chat a name and make it easy to find it the next time.
Open the group chat, click on Expand at the top right corner of the home screen. Next, click on Edit Group Name and give your
nameless group chat a brand new identity. And there are no admins, so any member can name/rename a group chat.
3. Creating groups

16. The right column in the Freshconnect web app displays the group details including the member list. You can expand or collapse
this column anytime using the button.
4. Member List

17. Want to add someone new to a group? Just click on Add Member, type the name of the person and select from the suggestions.
You can also add multiple people in one go! Once you’re done selecting everyone you wish to add, click on Done and bring
everyone into the discussion. Also, there are no admins, so anyone can add members to a group!
5. Adding a new member to a group

18. Have a comment or question for someone specific in a group? Tag them using an @name and cut through the confusion.
6. Tagging a teammate in a group chat

19. Reply to a specific message in a group to keep the conversation focused. Just hover above the message you want to reply to and
click on the Reply button. The message would appear as a quote when you send your response.
7. Quoted Replies

20. ● Use these formatting shortcuts - *word* for bold and _word_ for italics.
● And here are some easter eggs! Access your most frequently used emojis quickly - type : (colon) into the textbox and
select from the list that appears. Or go a step further, type : (colon) followed by the emoji name and select from the list.
8. Tips and Tricks

21. Freshconnect Home
This has the list of all the discussions that you are involved in.
Both agents and collaborators can access this.
This is dynamically updated and any new discussions that you
are tagged on will appear here instantly.

22. Freshconnect is built to keep all your conversations right where the context is, whatever that context be.
Contextual Messages is where you’ll find all your conversations related to tickets or deals.
Team Messages is where all your other 1:1 and group chats are. Simple, isn’t it?
Contextual Messages + Team Messages

23. Desktop notifications appear for every new message in any of your conversations. To enable desktop notifications, check out this
link.
Desktop Notifications