Real time Collaboration
Freshservice helps you have your own Social IT network where you can have announcements, discuss issues, solve each other queries, share articles and videos seamlessly. Not just that, other team members have access to it and can post comments and add notes in real time. Follow the thread conversation where you are involved or interested. Get instant notifications when you are mentioned in the discussions. Optimize your It department performance and the technology used in your business.
Build your private groups
Create a team to carry out internal discussions and brainstorming session on a project with the members. Invite concerned people to the dashboard and join the group. Stay connected and in loop to know about the project status at different levels. Have a secure access to conduct private discussions that the external network can’t find.
Social IT Tools
Link third-party integration with your service desk and see the record convert into a ticket, status, notes or knowledge base article right through your workflow system. Agents can provide support and remote assistance directly via social media. Chat and video conferencing enables to understand the issue better with the additional notch of screen-sharing between the agents and users.
You can comment on any post, forums, articles, knowledge sharing, incidents and documents. Share your queries or issues that you came across. Not just that you can help in team-building with resolving issues and replying to the posts with workarounds and feedbacks. No longer waiting for the concerned agent only to reply for certain posts. A general issue can be tackled by anyone, even the users who had encountered similar scenario in the past.