Wednesday, 02 May 2018 11:40

Freshworks IT service desk product integrated with Workplace

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Cloud-based business software provider Freshworks has integrated its IT service desk product Freshservice with Facebook's enterprise collaboration platform Workplace.

The company said this would help in automating manual tasks, boosting productivity, keeping IT agents update with any ongoing issues and alerting users to the same.

Freshworks IT director Prakash Koshy said: “The key benefit of this integration is the automation offered to users, via the Freshservice bot.

"The bot automatically captures all issues raised in Workplace without having to open another window and leaving Workplace: this prevents them from going unnoticed and getting buried by other messages.

"Also, giving users the flexibility of reporting issues during the course of conversations helps increase awareness of the issues at ground zero, so IT agents can proactively investigate and nip issues in the bud.

"This helps the Freshservice team deliver better experiences to employees. The integration frees both parties up to be more productive and carry on with their work.”

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Sam Varghese

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Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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