What is great about Freshdesk you can have discussions in a ticket. So you can talk about in chat function and not need to send emails to each other.
Make sure you are in the ticket you want to discuss and when you open the chat icon click on join this discussion.
If there is already an ongoing discussion, you can click on the active discussion. If there is problems loading the discussion, you can click on join this discussion from the main chat as shown above.
You will see the discussion - if you need to tag someone into the discussion you will use the @ function, names will come up but be careful you might see someone who does not have freshdesk access anymore.
