Collaborators can be 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.
With Freshdesk’s Collaborator feature, 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.