Freshconnect is the enhanced version of the 'Discuss' feature inside Freshdesk. 

With Freshconnect, you can collaborate with your team right where the context is without having to switch between multiple tools. Just open up the discussion from within a ticket or a deal and tag any teammate to start collaborating!

In Freshdesk, collaborate with your team on tickets by inviting team members for discussions whether they are an agent, admin or even someone in another function.

Refer this link for more information.