Freshdesk Omni enhances agent productivity and collaboration with tools that streamline tasks and improve communication across teams. Here’s a look at the key features that drive efficiency and teamwork in ticketing:

  1. Collaboration in Ticketing

Freshdesk Omni offers a range of collaborative features that allow agents to manage and resolve tickets more efficiently. Using private notes, adding collaborators, and utilizing discussion threads, agents can break down complex issues into parent/child tickets, ensure shared ownership, and integrate with tools like Slack and Microsoft Teams for real-time updates. Forwarding threads to external parties ensures comprehensive interactions without cluttering the primary ticket. 


Collaborative features in ticketing include:

  • Private Notes/Adding Collaborators: Let agents discuss ticket details internally and loop in all stakeholders. Learn more about Collaborators.

  • Discussion Threads: Enable comprehensive ticket discussions by adding agents or collaborators, providing full context. Learn more about Discussion Threads.

  • Parent Child Ticketing: Break down complex issues into manageable tasks and assign them to various agents or teams. Learn more about Parent Child Ticketing

  • Linked Tickets: Linked Tickets in Freshdesk allows you to group similar tickets and link them to a master ticket. This ensures consistent updates across all related tickets through internal broadcast messages visible only to agents, streamlining communication and improving efficiency in handling common issues. Learn more about Linked Tickets.

  • Shared Ownership: Allows multiple agents to share and track a ticket, maintaining visibility and collaboration. Learn more about Shared ownership.

  • Slack Integration: Sync Freshdesk with Slack for real-time ticket updates and team collaboration. Learn more about Slack Integration.

  • Microsoft Teams Integration: Connect Freshdesk with MS Teams for seamless ticket management and team communication. Learn more about Microsoft Teams Integration.

  • Forward Threads: Forward tickets to external parties, capturing all subsequent interactions without cluttering the primary ticket. Learn more about Forward Threads.


Here are some of the benefits of using collaboration features in Ticketing:

  1. Efficient Internal Communication: Support agents can use private threads to clarify details with colleagues without cluttering the primary ticket.

  2. Cross-Departmental Collaboration: Use discussion threads and shared ownership to manage issues requiring IT and engineering expertise, ensuring all relevant teams are involved.

  3. External Stakeholder Involvement: Forward threads to external vendors or partners to share ticket details and gather necessary information for problem resolution.

  1. Ticket canned response

    Canned Responses are predefined reply templates that support agents can use to address common customer inquiries quickly and consistently. This feature, which includes dynamic placeholders for personalized responses, helps agents save time, maintain uniformity in responses, and focus on more complex issues by providing instant answers to frequently asked questions.


Here are some scenarios where you can use canned responses:

  1. Password Reset: Include a step-by-step guide in your response to help customers reset their passwords.

  2. Shipping Update: When customers ask about their order status, use a template that requests their order ID, provides an estimated delivery time, and links to the shipping policy.

  3. Refund Information: Provide a pre-defined summary and a link to the refund policy in your reply to customers asking about refunds.


Learn more about Canned response.

  1. Ticket templates

Ticket templates allow you to pre-fill new tickets or email forms with one click. Administrators can create templates with predefined information such as subject, description, and ticket properties. This feature lets agents quickly create tickets or send emails, saving time and ensuring consistency.


Note: This feature is part of the Freddy co-pilot add-on.


Here are some scenarios when you can use ticket templates:

  1. Call Center Efficiency: Agents on back-to-back calls can use templates to quickly create tickets or emails without manually entering details after each call, speeding up their workflow.

  2. Standardized Incident Reports: Administrators can create templates with pre-filled incident descriptions and required fields for recurring issues, ensuring that all necessary information is captured consistently.

  3. Quick Response to Common Inquiries: Use templates combined with canned responses to address frequent customer queries efficiently, maintaining a uniform response and reducing the time spent on each ticket.


Learn more about Ticket templates.