How to start a discussion on a ticket using Team Huddle?
Login to your Freshdesk portal, head over to the Tickets tab and choose a ticket where you need help from another agent.
Click on the Discuss button in the navigation pane at the top or at the bottom of the ticket and @mention your teammate to invite them to the discussion. You can also invite more than one teammate to the discussion.
Highlight a portion for better context
Invite a teammate to a discussion by highlighting a part of the ticket and clicking on Discuss (the button shows up when you highlight text). This gives your teammate better context. For example, you can highlight only the order number, and tag an agent from the Logistics team to check on the status of the delivery.
You can also use the Attach icon to add a file.
Anyone can invite an Agent to a huddle. You don’t need to be an Admin or a Supervisor.
How teammates can join a Huddle?
- Your teammate will receive a notification that they have been invited to collaborate on a ticket. Clicking on the notification takes them to the discussion.
To address a group within your helpdesk @mention a group and all the agents in the group will be notified. For example, you can send a message to @sales and all the members will receive a notification. Agents can also use this option when they don't know which particular individual to reach out to, in a team.
Agents who respond to this message will be added as a member to the Huddle, this ensures that only the relevant members are a part of the discussion.
Start your message with @huddle to address all the members who are in your current discussion.
- The red dot on the Discuss button indicates unread messages to Agents and helps Admins quickly identify if there is a discussion on a particular ticket.
How to reply to messages in a Huddle?
- Chat with your teammates using the Team Huddle window.
- Reply to a particular message in a thread of messages in a Huddle, by clicking on the Reply arrow. This way your teammate is instantly notified when you reply to their message.
- If you are not invited to a discussion and would like to be part of the conversation - send a message in the Team Huddle window and you will be added as a member automatically.
How to view tickets you are collaborating?
View the tickets that you are currently collaborating on by using the My Active Huddles view in the Ticket list view. This view will display only tickets that have not been closed.
How to start a discussion on a ticket using Team Huddle?
Login to your Freshdesk portal, head over to the Tickets tab and choose a ticket where you need help from another agent.
Click on the Discuss button in the navigation pane at the top or at the bottom of the ticket and @mention your teammate to invite them to the discussion. You can also invite more than one teammate to the discussion.
Highlight a portion for better context
Invite a teammate to a discussion by highlighting a part of the ticket and clicking on Discuss (the button shows up when you highlight text). This gives your teammate better context. For example, you can highlight only the order number, and tag an agent from the Logistics team to check on the status of the delivery.
You can also use the Attach icon to add a file.
Anyone can invite an Agent to a huddle. You don’t need to be an Admin or a Supervisor.
How teammates can join a Huddle?
- Your teammate will receive a notification that they have been invited to collaborate on a ticket. Clicking on the notification takes them to the discussion.
To address a group within your helpdesk @mention a group and all the agents in the group will be notified. For example, you can send a message to @sales and all the members will receive a notification. Agents can also use this option when they don't know which particular individual to reach out to, in a team.
Agents who respond to this message will be added as a member to the Huddle, this ensures that only the relevant members are a part of the discussion.
Start your message with @huddle to address all the members who are in your current discussion.
- The red dot on the Discuss button indicates unread messages to Agents and helps Admins quickly identify if there is a discussion on a particular ticket.
How to reply to messages in a Huddle?
- Chat with your teammates using the Team Huddle window.
- Reply to a particular message in a thread of messages in a Huddle, by clicking on the Reply arrow. This way your teammate is instantly notified when you reply to their message.
- If you are not invited to a discussion and would like to be part of the conversation - send a message in the Team Huddle window and you will be added as a member automatically.
How to view tickets you are collaborating?
View the tickets that you are currently collaborating on by using the My Active Huddles view in the Ticket list view. This view will display only tickets that have not been closed.
