Freshworks has been granted a patent for an online messaging platform that allows users to collaborate in context. The platform is launched when a user selects text and enables communication between the user and other users who are tagged. The platform provides context by displaying the discussion next to the selected text. The patent also includes features such as searching a database for information about tagged users and excluding the customer from the messaging platform. GlobalData’s report on Freshworks gives a 360-degree view of the company including its patenting strategy. Buy the report here.

According to GlobalData’s company profile on Freshworks, Location-based IM was a key innovation area identified from patents. Freshworks's grant share as of September 2023 was 59%. Grant share is based on the ratio of number of grants to total number of patents.

Online messaging platform for collaborative communication with context

Source: United States Patent and Trademark Office (USPTO). Credit: Freshworks Inc

A recently granted patent (Publication Number: US11757953B2) describes a computer-implemented method for facilitating collaboration between customer-facing agents and non-customer-facing agents in an Internet-based helpdesk system. The method involves receiving a ticket associated with a customer inquiry or request and automatically launching an online messaging platform for the customer-facing agent to communicate with additional non-customer-facing agents. The online messaging platform is launched when the customer-facing agent selects text within the ticket, and the customer is excluded from the platform. The platform is displayed next to the selected text to provide context for the discussion between the agents.

To add non-customer-facing agents to the platform, the customer-facing agent enters a tag for each agent, which includes an @ symbol followed by a username or group name. The agents are then provided access to the ticket, allowing them to view its contents. The method also involves searching a database for information associated with the additional agents when they are tagged in a dialogue box. Electronic messaging takes place between the customer-facing agent and the additional agents within the platform, specifically regarding the selected text in the ticket.

The patent also describes an apparatus and a computer program embodying the method. The apparatus includes at least one processor and memory with instructions for facilitating collaboration. The instructions cause the apparatus to receive the ticket, launch the online messaging platform, display it next to the selected text, add the additional agents, and enable electronic messaging between the agents. The computer program, when executed, performs the same functions.

Overall, this patent presents a method, apparatus, and computer program for enhancing collaboration in an Internet-based helpdesk system. By allowing customer-facing agents to communicate with non-customer-facing agents through an online messaging platform, the system aims to improve efficiency and provide better support to customers.

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GlobalData, the leading provider of industry intelligence, provided the underlying data, research, and analysis used to produce this article.

GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.