The new upcoming feature “Freddy AI powered app submission process supported by upgraded Freshworks app categories”, is focused on assisting developers to submit apps with better content and promote discoverability. If you are wondering what it is, here is a sneak peak of what the feature and enhancement brings in.
This feature helps improve developer efficiency by automatically suggesting app names, overviews, and summaries. It also includes a relevant categorization system based on the app description, which can help improve app discoverability and drives business success through clear app names, detailed descriptions, and meaningful categories.
Along with this improved experience, we have also upgraded the app categories into 16 new/improved categories that helps in better categorization of apps based on the use-case and business need that is solved with the app.
What’s changing?
New App Submission
As a developer and app owner, you can choose to generate the app details by describing the problem statement, functionalities, features and specifications. Freddy AI behind the scenes will generate all the necessary information for the app submission improving the developer productivity.
Existing App Updates
While updating the apps with new features and enhancements, you as a developer can choose to use Freddy AI to improve the app details that can enhance app discovery with the new content and new categories.
Note: We will be accommodating the migration period for you to update the app details and new categories where you can use the Freddy AI powered app submission process to update app details along with new categorization. Post the migration period, all the apps would be auto-migrated to the new categories from Freshworks Marketplace’s end.
App Categories
Freshworks Marketplace has updated its app category list to promote better categorization and discoverability of the apps. Here is the updated list below -
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CRM & Sales: Integration of various CRM (Customer Relationship Management) and contact management systems to streamline workflows. Provides support agents with direct access to customer information, contact details, and other relevant data within the Freshworks environment. This integration aims to improve the efficiency, personalization, and effectiveness of customer support interactions by ensuring that agents have all necessary information readily available.
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Marketing & Brand Management: Marketing and Brand Management involves the use of technology and strategies to plan, execute, manage, and analyze marketing campaigns across various channels. The goal is to create personalized and targeted marketing efforts that enhance customer engagement, improve brand reputation, and drive sales growth.
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Chat, Video & Telephony: Focuses on facilitating communication to bridge the gap between support and customer to enhance the overall customer support experience. Provides remote access and troubleshooting capabilities directly. Enhances support with video communication, enabling customers and agents to share screencasts for clearer issue illustration and resolution, and enriches the knowledge base with video tutorials. Integrates cloud telephony transforming Freshdesk into a call center solution streamlining call management and automatically attaching call records to tickets.
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Social media & Customer Engagement: Integration of Freshworks products with various external platforms to enhance customer support and engagement. Integrates services or platforms, enabling users to manage customer interactions and feedback more efficiently within the Freshworks environment. Allows attaching detailed surveys to ticket responses for in-depth customer feedback. Converts reviews and comments into tickets for centralized review management and response. Analyzes social activity to provide deeper customer insights and tailor communication.
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Commerce & Shipping: The integration of e-commerce platforms with customer support systems to enhance the efficiency and effectiveness of customer service operations. Each application integrates with a customer support platform and provides functionalities that allow support agents to access critical customer and order information directly within the helpdesk interface. This integration streamlines the support process by enabling agents to manage orders, view payment and shipping statuses, and access detailed customer profiles without switching between different systems
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Payments, Account & Billing: Integration which allows support agents to manage financial aspects such as billing, invoicing, and accessing customer financial information directly within the Freshworks environment, enhancing efficiency and accuracy in financial management related to customer support.
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Knowledge & Content management: Enhances file sharing and storage capabilities, allowing agents to share large files and receive detailed diagnostic information from customers. Provides actionable insights from customer interactions, helping agents understand customer behavior and optimize support content. Facilitates the distribution of training and educational resources, enabling agents to provide better support through well-informed responses. Offers interactive troubleshooting guides and decision trees, improving the accuracy and efficiency of the troubleshooting process. Simplifies the creation of step-by-step solution articles, reducing the time and effort required to document and share solutions. Overall, these integrations aim to improve the customer support experience by making it more efficient, data-driven and resource-rich.
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Security, Risk & Compliance: Designed to enhance the security and compliance of customer support platforms. Aiming to improve data security and regulatory compliance. Masking sensitive information like credit card and Social Security numbers to enhance data security. Provides tools for managing contract durations and alert thresholds helping agents keep track of contract timelines and reducing the risk of service level breaches. Overall, these applications are designed to ensure that data is handled securely and that compliance with regulations is maintained.
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Administrative & Project management: Integration of project management and time-tracking tools with customer support platforms. Applications here are involved to streamline workflows and improve collaboration between support and engineering teams. These integrations allow for seamless issue tracking, time management, and project planning directly within the customer support environment, ensuring that feedback and issues are promptly addressed and managed without the need to switch between multiple platforms.
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Data management & Analytics: Applications allow users to attach files from their respective cloud storage services directly to Freshdesk tickets, facilitating easier file sharing and management without worrying about file size restrictions. Synchronizes data between Freshworks products and others ensuring up-to-date information across platforms. Facilitates data management for analytics and reports. Applications classified here enhance Freshdesk by integrating with other tools and services, thereby improving file management, contact synchronization, and API analytics within the customer support environment.
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Ticket management & Automation: Integration for automated ticket creation. These applications help agents work more efficiently and make informed decisions by providing them with immediate access to relevant information (e.g., recent tickets, first response times). Ensuring agents have the necessary context and tools to respond promptly and effectively. Providing visibility into ticket status and tracking deadlines.
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HR management: Integration with services and platforms for HR and recruitment processes. Maintaining employee information, managing job postings, evaluating candidates, and conducting assessments.
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Asset & Incident management: IT management system by integrating with various tools and platforms to streamline asset management and monitoring. Applications here integrate with external systems to bring in data and functionality into the service desk environment. Provides solutions for managing and tracking assets whether they are cloud instances, physical devices, or other IT assets. Overall, these applications aim to enhance the efficiency, security, and effectiveness of IT service management by integrating various tools and providing comprehensive asset management solutions.
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Productivity, Utility & Workflows: This category features tools that enhance Freshworks products by improving functionality and user experience. These applications integrate seamlessly with Freshworks to boost efficiency and productivity for support agents. They are designed to be utility-oriented, focusing on operational effectiveness. Additionally, this category includes apps that automate and manage complex workflows across different systems, ensuring smooth and efficient processes by coordinating interactions between various components.
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DevOps: Enables support agents to create work items directly and link existing tickets seamlessly. It also facilitates communication with the DevOps team by sending notifications and comments directly from the support environment.
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Agent & Workspace Management: Agent and Workspace Management refers to the processes and tools used to oversee and optimize the environments in which ITSM agents (support staff) work. This includes the configuration of their workspaces, assignment of tasks, monitoring their performance, and ensuring they have the necessary resources and tools to efficiently handle service requests and incidents. It encompasses the setup of the ITSM platform, user interfaces, and workflows tailored to support agents in delivering effective IT support.
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AI & Bots: The AI & Bots category in a marketplace features solutions that leverage AI/ GenAI / Machine learning to enhance efficiency and user interactions. This category includes tools for machine learning, natural language processing, and predictive analytics, as well as various types of bots such as chatbots, virtual assistants, and automation tools that use AI to streamline operations, improve customer engagement, and provide advanced data insights.
Gearing up for the launch
This is still a sneak peak into the feature stay tuned as this would be rolled out in the last week of September which will follow the detailed information about the app categorization and app submission process with Freddy AI along with the timelines for migration.