It would be helpful for distributed teams to be able to quickly see which agents are "logged-in" to the system. Would be a plus if we could see if they are actively addressing tickets or idle. Podio's implementation of this works nicely. See attached. If the user is active there is a green light, if idle, orange.
Even better...the ability to quickly chat w/ another agent.
This ^ is only if you have auto-assignment enabled for ticketing correct? I would love to be able to see who is online in Freshdesk at any time. Like, in the admin portal it says when they were last active. It's too difficult to go into the admin portal and click agents to check it. This should be a widget on the dashboard that everyone can see that is always showing who's logged in and working.
3 people like this
about 1 year ago
This should be a standard feature in Freshdesk. We don't do auto assignment but do need to track agent status and currently there's no good way to do this.