Make monitoring automatic for the Assigned Agent : Freshdesk

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Make monitoring automatic for the Assigned Agent

Juergen Schreck

started a topic about 8 years ago

Hi all,

I've done some searching and found some other good requests regarding monitoring. I think it is important for the assigned agent of a ticket to be kept up to date on any activity for that ticket.

So my proposal is to automatically enable monitoring for the assigned agent.

Perhaps controlled an application or account level preference to do so, but not necessary.

Hope I'll get some me-too's on this one.

Thanks for listening,

Juergen

Aravind Sundararajan

Admin

said over 2 years ago

Hello,

Freshdesk, by default, updates the ticket assigned agent on any updates on the ticket through email notifications. You can configure them under Admin -> Email notifications section. In addition to this, through smart notifications, the agents get an in-app notifications on ticket updates. They can also enable Desktop notifications in case they aren't actively monitoring the Freshdesk site.

Cheers!