Agents online status (without Automatic ticket assignment)
started a topic
4 months ago
Create a widget or something on the dashboard where we can see which agents are online or active without having to use Automatic ticket assignment. My agents pick up tickets first come first serve or assign them as they see fit. This helps us answer tickets faster when agents are not online. However, I can't find a way to show their status in Freshdesk for everyone to see in a common location. The closest thing is the Admin > Agents where you can see where they were last active. However, I need all the agents to see it for breaks, varied hours, vacation days, etc... We need to know when they aren't available to help pick up their tickets.