Freshdesk’s Threads feature allows agents to collaborate on customer tickets by adding internal notes, sharing knowledge base articles, and mentioning other agents. This helps streamline the support process and ensures that all agents are on the same page when resolving customer issues. It also allows agents to communicate with each other without the customer being aware of it.
Now agents can create Threads on Private notes, start a Discussion Thread, or while Forwarding a ticket to loop in fellow agents and other stakeholders to provide a complete context of the ticket. Agents can collaborate within the ticket using different threads in Freshdesk:
- Forward Threads to collaborate on ticket forwards and keep track of subsequent replies.
- Private Threads to collaborate on Private Notes, Public Notes, and agent or customer responses.
- Discussion Threads to collaborate on a specific ticket in a chat-like interface to resolve issues faster. (Discussion Threads will be visible in the new ‘Threads’ panel and not on the ticket screen)
Threads enable agents to
- Improve agility in initiating discussions with multiple stakeholders on a ticket in a focused manner.
- Effortlessly collaborate with fellow agents and third-party stakeholders while retaining context within the ticket.
- Organize internal collaboration without polluting the main conversation pane.
Agents can tag and notify/collaborate with fellow Freshdesk agents or third parties (using Collaborators) on a Thread about a specific topic or an issue. They can invite any agent or parties into a Thread by an ‘@’ mention to invite them into the conversation, collaborate and resolve a ticket.
All conversations on Threads will be only visible to agents logged in to the Freshdesk support portal.
Please refer to these solution articles to learn more about Threads.
