Last updated: 2025-11-18

Source: https://support.freshservice.com/support/solutions/articles/50000002886-user-experience-in-freshchat-integration

`` Note: This feature works the same across all Freshservice products. Some screenshots or articles may reflect older designs, but the functionality remains unchanged. If certain options do not appear in your account, they may not be included in your current plan. ``

End-user Experience

Once you enable Freshchat for your support portal, you can see the chat widget in the bottom right corner of your portal page (In both Classic and Conversational Portals). Your employees can simply start chatting using this widget to get in touch with a support agent.

Agent Experience

When an employee raises an issue via chat, the agent receives a notification on their service desk. An agent can resolve chat issues as follows:

  • Click on the chat icon on the bottom right corner of Freshservice.
  • Agents can handle chat conversations right from the widget.

  • Create custom views to filter conversations. There are also predefined views for you to quickly view conversations assigned to them.

  • You can either reply to a conversation or add a private note. Private notes are denoted by yellow chat bubbles in the conversation.

  • Click on the + button in the text box to add any one of the following:

    • ### Icon### Action
    Reply to messages with Canned responses saved in Freshchat
    Schedule a meeting with the employee. You can either send your calendar or a team member’s calendar.
    Reply to messages with FAQs saved in Freshchat
    Send Images from your PC.

    Note: Canned responses in Freshservice will not be accessible via Freshchat widget.

  • Assign a conversation to another team or to another agent from the menu bar on the top of the Freshchat widget.

  • Agents can convert the conversation into tickets by clicking the icon. They can either choose to create a new ticket or append the conversation to an existing ticket.

  • To create a new ticket the agents have to populate the required ticket properties. Click on Save as Ticket to save the ticket.