US 11,757,953 B2
Online collaboration platform for collaborating in context
Rathnagirish Mathrubootham, Chennai (IN); Smrithi Parameswar, Chennai (IN); and Srividya Sriram, Chennai (IN)
Assigned to Freshworks Inc., San Mateo, CA (US)
Filed by Freshworks Inc., San Bruno, CA (US)
Filed on Aug. 28, 2018, as Appl. No. 16/114,408.
Claims priority of application No. 201841019994 (IN), filed on May 29, 2018.
Prior Publication US 2019/0373029 A1, Dec. 5, 2019
Int. Cl. H04L 65/401 (2022.01); G06F 3/04842 (2022.01); H04L 51/04 (2022.01); G06F 16/903 (2019.01)
CPC H04L 65/4015 (2013.01) [G06F 3/04842 (2013.01); G06F 16/903 (2019.01); H04L 51/04 (2013.01)] 21 Claims
OG exemplary drawing
 
1. A computer-implemented method, comprising:
receiving a ticket from an Internet-based helpdesk system, the ticket is associated with an Internet-based inquiry or request from a customer;
automatically launching an online messaging platform for a customer-facing agent to communicate by way of electronic messaging with one or more additional non-customer-facing agents not associated with the ticket, wherein
the launching of the online messaging platform comprises
launching of the online messaging platform in response to the customer-facing agent selecting text within the ticket, and
excluding the customer from the online messaging platform when the online messaging platform is launched;
displaying the online messaging platform next or adjacent to the selected text to provide context of a discussion between the customer-facing agent and the one or more additional non-customer facing agents with respect to the selected text;
adding the one or more additional non-customer-facing agents to the online messaging platform, wherein
the adding of the one or more additional non-customer-facing agents comprises
receiving a tag entered by the customer-facing agent for each of the one or more additional non-customer-facing agents to be added to the online messaging platform, the tag comprising an @ symbol followed by a username or a group name, and
providing each of the one or more additional non-customer-facing agents access to the ticket so that contents of the ticket is visible to the one or more additional non-customer-facing agents, and wherein
the adding of one or more additional non-customer-facing agents further comprises
when the customer-facing agent tags the one or more additional non-customer-facing agents in a dialogue box, searching a database for information associated with the one or more additional non-customer-facing agents; and
exchanging electronic messaging, via the online messaging platform, between the customer-facing agent and the one or more additional non-customer-facing agents in regard to the selected text within the ticket while excluding the customer from the online messaging platform.