Freshworks Inc integrates Freshdesk with Slack

Now, inside Slack, support agents can directly collaborate with teammates in other departments, such as billing, sales, and logistics, to secure relevant information.

Freshworks said that as the Covid-19 pandemic continues to unfold, incoming ticket volume has surged on the Freshworks platform — doubling in affected industries in March 2020 as compared to March 2019.
CHENNAI: Freshworks Inc on Wednesday announced the integration of its customer support and engagement software Freshdesk with Slack, the leading channels-based messaging platform which counts over 12 million active daily users performing over five billion actions every week.

In a statement to the media on Wednesday, Freshworks said that as the Covid-19 pandemic continues to unfold, incoming ticket volume has surged on the Freshworks platform — doubling in affected industries in March 2020 as compared to March 2019.

“Deploying technologies that make it easy to connect with customers and address their issues is more important than ever before as companies adjust to an increasingly digital service environment,” said Prakash Ramamurthy, Chief Product Officer at Freshworks. “As Slack’s first-to-market customer support partner, we are uniquely positioned to help enterprises respond to inbound customer requests via the most popular channels-based messaging platform."


Now, inside Slack, support agents can directly collaborate with teammates in other departments, such as billing, sales, and logistics, to secure relevant information and take immediate action to close tickets and improve the customer experience.

“The Freshdesk and Slack integration help us stay better connected with each other, with our developers, and with our customers which is critically important right now,” said Eric Holliday, head of data and systems management of Springer Nature, one of the leading international research publishers, which relies on Freshdesk to manage customer inquiries.
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