Who is a Collaborator? Why do we need them?

Your agents are in the front line to support customers, but they might not have all the answers to resolve customer issues. They often need inputs from internal teams in the organization and sometimes even from people outside the organization and third-party stakeholders. For example, if a customer reaches out regarding a billing change, your agents have to loop in someone from your Billing team. Or, if you are an e-commerce company, your agents might need to check with the seller on refund status. 

With Freshdesk’s Collaborators feature, you can loop in colleagues from other teams or third-party contacts who are not a part of Freshdesk. They can be any stakeholder who can assist full-time agents with ticket-related information, updates, opinions, or approvals to resolve a customer issue.

Admins can invite Collaborators from outside the team to your Freshdesk account to collaborate on tickets or give your agents the privilege to do so.

Collaborators will then receive an email with an invite to log into your Freshdesk account. They can then view the ticket

and customer details

, and collaborate by responding to the private note and help full-time agents resolve faster.

This will help improve the agility and responsiveness of your team since agents can seamlessly bring in Collaborators into the ticket by tagging them on a private note. Agents can also share ownership with Collaborators using Shared Ownership to bring more accountability to Collaborators.

Note: You can add upto 5000 collaborators in Freshdesk and Freshdesk Omnichannel.

Read this article to know more about setting up Collaborators and how to get started with it.