With Collaborators, support managers and agents can add or invite colleagues from other teams or third-party contacts into the ticket as a Collaborator. Collaborators can be any stakeholder who assists full-time agents with ticket-related information, updates, opinions, or approvals to resolve a customer ticket. Know more about Collaborators here.
Types of Collaborators
You can invite two types of Collaborators to Freshdesk - Ticket Collaborators and Analytics Collaborators.
- Ticket Collaborators can get assigned/tagged to tickets, and add/edit private notes within their scope. They can also update the Ticket Status (using the 'Send and set as' option while adding a Private ), and view customer information related to the ticket. However, Ticket Collaborators cannot respond to customers or view Admin options.
- Analytics Collaborators can view reports in the Analytics module as well as access all the functionalities of the Ticket collaborators
Note: For Omnichannel, Analytics Collaborators have access only to Freshdesk analytics. They do not have access to analytics in Freshchat and Freshdesk Contact Center.
As an Admin, you can add Collaborators with the role ‘Ticket Collaborator’ or ‘Analytics Collaborator’ or both.
Note: An agent can be a Ticket Collaborator as well as an Analytics Collaborator at the same time.
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Note: Automations do not work on actions taken by a collaborator.