TABLE OF CONTENTS


Note: On Freshdesk accounts created before February 2023, Threads will be enabled by the end of March 2023.


Threads enable agents to have focused discussions around a specific topic inside the ticket on a chat-like interface without clogging up the main conversation pane. You can create threads on Private notes, Forward emails, or start a Discussion Thread to collaborate on a ticket. 


For some tickets, you might have to consult with stakeholders from other internal teams to update the customer. Waiting on multiple agents or groups for answers usually results in a delayed response. Discussion Threads let you discuss a ticket with internal or external (using Collaborators - available on Pro & Enterprise plans) stakeholders. 


You can use ‘@’ followed by the agent email ID to notify and tag specific Freshdesk agents on a Discussion Thread. If the agent is not a part of Freshdesk, you can add them to the conversation by ‘@’mentioning their email ID and adding them as a Collaborator (available on Pro & Enterprise plans). 


Please note that a ticket can have only one discussion thread.


Creating a discussion thread

  • On the ticket screen, click the Threads button on the top and click the ‘+’ icon.  
  • Select ‘Start a Discussion.’

  • You can initiate the collaboration with a message and tag your internal agents in a Discussion thread by typing ‘@’ followed by the agents’ names or email IDs. You can also tag third-party stakeholders not on Freshdesk using the Collaborators functionality (Available on Pro & Enterprise plans). 
     
Remember that all logged-in agents can still see your note, but only the agents tagged on the Thread will receive an email notification.



  • You can also use rich text formatting to highlight, bullet, and style your comments or attach a file by clicking the Attachments icon to provide further context. 
  • You can access the new discussion thread by clicking the ‘Threads’ button and selecting your thread.
  • You can also minimize the Threads window; your messages on the editor will be saved as a draft. 


Limitations on Discussion Threads

  1. Discussion Threads you can add on a single ticket - 1
  2. Maximum number of threads you can add on a ticket - 100
  3. Maximum number of threads you can add on an anchor (An anchor means any message in the ticket - agent reply, customer reply, private note, public note) - 5
  4. Maximum number of messages you can add on a thread (can be a Private/Forward/Discussion Thread) - 400
  5. You can add the maximum size of an attachment to any Thread - 20 MB.
  6. If you are on the mobile app, you cannot create a Discussion Thread. However, you can view, edit and reply to existing Discussion Threads on a ticket.


Read this article to understand how to use Discussion Threads on the Freshdesk mobile app.


Notifications on Discussion Threads


Auto Refresh: Whenever there is an update on a specific Ticket or Thread, the ticket will move up the ticket list and appear at the top. The assigned agent, Watchers, and other agents in the thread will get notified via

  • The bell icon on the top right shows a red dot for new notifications
  • The ‘Update’ button appears on the tickets screen notifying the agent of the number of updates
  • On the Ticket details page, you can click the Threads button on the top right to find a red dot that will notify any newly updated thread. 
  • Email notification to the assigned agent and others on the ticket.


Using the Search bar for Threads 

You can search for particular thread messages along with searching for tickets. You can use the search bar on the top right corner to search for specific messages on any thread, tickets, contacts, solution articles, etc. 


You can click on the settings icon on the Search bar to further filter your search for messages on Threads by only enabling the 'Notes & replies' toggle.  




Ticket Activities

You can click on ‘Show Activities’ in the top right of a selected ticket to view the log of activities, including whenever a Thread is created/updated by an agent.  


Please reach out to [email protected] for any further questions.