• Home
  • B2B News
  • How Freshdesk’s New Collaboration Features Can Improve Your Customer Support

How Freshdesk’s New Collaboration Features Can Improve Your Customer Support

Category: B2B News

Customer support involves handling different types of customers and resolving different types of issues every day. These tasks can mean different things depending on your type of business.

For instance, if you operate an eCommerce store, you need to help consumers with their orders, inform them about the shipping status, and get the product delivered to them on time. If you hawk software, you need to help your product’s users with troubleshooting to fix bugs and other problems. Thus, each business has its own unique set of challenges and activities.

Despite the differences, the one common factor is different teams and units in a company need to collaborate efficiently and effectively to resolve customer problems. In our examples, complaints such as bugs as well as delivery rescheduling and product replacement requests need to be handled by other units. So, your customer support team needs to coordinate with Supplies, Dev, and sometimes third-party partners to resolve these concerns.

Collaboration to Enhance Support

Though support involves collaboration, it can be a complicated process to ensure all teams and departments work together as a single unit to resolve customer issues quickly and satisfactorily. Sometimes, the collaboration can become so complex that it becomes hard for both internal stakeholders as well as the customer to track what’s happening.

Collaboration in support can boost both the customer experience and well the company’s growth. However, convoluted processes can waste these chances. As a result, enterprises can lose out on the opportunity to establish close connections with customers and make them happy. Plus, they may fail to utilize their direct point of customer contact to improve their business.

You can start to improve cross-functional collaboration in your organization by empowering your teams to collaborate in an efficient and organized manner to provide a delightful customer experience every time. To help you with the process, Freshdesk offers three new useful features. Read on to learn about them:

Shared Ownership

This feature enables you to share tickets with internal teams and collaborate to resolve issues. As the name suggests, the feature allows you to share ownership of tickets internally across teams.

The goal is to simplify your support process and empower your agents to be more efficient when they work on tickets together. They do not lose access and visibility into a ticket when they reassign it to another team for a task to be completed, or need to bother other teams for updates. Plus, they don’t have to go through several reassignments to respond if the customer contacts them when work is still in progress on the ticket.

With shared ownership, agents can view customer queries through to resolution, communication relate to the ticket becomes simple, and everyone involved can get full context on the complaint as well as its intricate details. The clarity in this process enables all parties to work together to deliver a top-notch support experience.

You will find shared ownership especially useful if you get a lot of tickets that need input from partner third-party services. The vendor thinks this may turn out to be a game-changer that will raise the bar on top rate support even higher. Shared ownership is available on Freshdesk’s Estate and Forest plans. You can get this feature for your helpdesk from the product’s marketplace.

Parent-Child Ticketing

You can split a ticket into child tickets for different teams to work on their respective tasks simultaneously.

The parent-child ticketing feature makes collaboration simple on tickets that need several different tasks to be completed for their resolution. For instance, to resolve a replacement request, you may need QA to check the product for defects and schedule it for repair or recycling, while Supplies will have to dispatch a new replacement product. Instead of finishing each of these tasks by individually reassigning them, you can now split the tasks into child tickets to be assigned to agents from the respective teams.

With the different tasks being worked on concurrently, ticket resolution times can be reduced without compromising on quality because the parent ticket can only be closed after all the child tickets are resolved. The support agent supervising the complaint always knows what’s happening, and can easily communicate with other agents through a single platform. Thus, parent-child ticketing enables effortless and hassle-free collaboration, and can be useful to your organization in a lot of situations. This feature is available with the Garden plan.

Linked Tickets

You can keep track of multiple customers reporting the same problem and resolve them together.

With linked tickets, agents can now link several related tickets together to keep track of larger-scale problems. If you get a load of tickets about server downtime or receive similar feature requests from a lot of customers, you can link them together under a tracker ticket to ensure none of them are lost or forgotten. Communicating on these tickets is very simple: all your Dev team needs to do is send internal broadcast messages to the linked tickets to update the handling agents with the latest details on getting the site back online, for example.

As a result, all your customers can get clear and consistent updates without delay, enabling your company to provide impeccable support experiences even during significant crises. This feature is available with the Garden plan. You can also read more about data-driven decision making in Freshdesk in our separate post.


Freshdesk’s shared ownership, parent-child ticketing, and linked tickets features can help your different teams to collaborate on support in a seamless way. They can empower you to lower resolution times and also maximize the chances you get for closer customer engagement. These three features simplify cross-functional collaboration and can provide your business a big advantage in customer experience. So, feel free to learn more about them and try them out for your company’s benefit.

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. No stranger to small business hiccups and drama, having been involved in a few internet startups. Prior to his for-profit ventures, he has had managed corporate communications for a Kansas City-based Children International unit.

Leave a comment!

Add your comment below.

Be nice. Keep it clean. Stay on topic. No spam.


Why is FinancesOnline free? Why is FinancesOnline free?

FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.