November 02, 2023

Threads allow Freshdesk agents to have focused discussions about a specific topic within the ticket, in a chat-like interface, without obstructing the main conversation panel. You can create threads in private notes, forward emails, or start a thread to collaborate on a ticket.

You can use threads to connect other agents and other stakeholders (using collaborators, available on Pro and Enterprise plans) to invite them into the conversation and collaborate contextually to resolve tickets faster.

Whenever you need to forward a ticket/response/private note to an external stakeholder, subsequent responses will be captured without polluting the main conversation panel and organized as forward threads.