Internal messages in FreeScout for TinyTronics

The challenge

TinyTronics is an Eindhoven-based webshop for Arduino, Raspberry Pi and related electronics, with an extensive product catalog and an active support team. For customer queries, FreeScout works perfectly, but for internal knowledge sharing between agents and teams, there was no suitable place. Notes were getting lost between tickets, and alternative channels like loose chats or email threads did not give enough control over who should see which information.

Our solution

We developed a custom module for FreeScout that adds a separate section for internal messages. For each message, the author can decide exactly who can read it: an individual colleague, a specific team or a combination of both. The module visually fits with the rest of FreeScout, so it feels like a natural part of the helpdesk.

Quickly accessible, securely shielded

Messages are immediately findable through a familiar interface, and only visible to those with permission. That allows the team to record sensitive information such as supplier agreements, stock procedures or complex cases without worrying about who might be reading along.

The impact

TinyTronics now has one environment for both customer contact and internal knowledge sharing. Agents no longer switch tools, knowledge is preserved, and new colleagues can get up to speed faster because all relevant information is in the right place.

Why this project stands out

The strength is in the combination of:

• A dedicated space for internal messages within FreeScout, no extra tool

• Permissions per user, per team or a combination of both

• Seamless integration with the existing FreeScout interface

• A scalable solution that grows with the support team