With this, Freshservice now officially supports chat as a channel for service desk tickets. Chat as a channel is useful for the IT org because
While for the requester, chat brings about
Today, we have some customers using both Freshservice and Freshchat but this release ensures that the agent need not switch between Freshservice and Freshchat to handle tickets and chats respectively and can answer chats from within Freshservice itself.
For early access, please enter the account details here and we’ll enable the integration for these accounts.
Note: Existing customers who are using the integration setup from Freshchat, you'll need to enable this feature to be able to see the agent chat widget. Nothing else is impacted and requesters can continue to use the chat widget as they do today.
Do you need a license for the chat feature?
Hey there Ivonne,
Yes you do need a license for the chat feature. For Freshservice agents to be able to access chat from within Freshservice, they need to be agents on Freshchat first.
Why we still can't sync the solution articles :-( With Freshdesk this is possible...