Setting up Agent Shifts in Freshdesk
Modified on: Wed, 27 Jan, 2021 at 3:33 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
You can be assured that customers get quick responses, no matter when they write to you.
The maximum number of shifts you can add is 20. If you need help, please write to firstname.lastname@example.org
Imagine that an agent in the morning shift is assigned a ticket. Their shift ends soon after they reply to the customer. If the customer gets back when the agent isn't available, you can choose to have re-routed, re-assigned, or have the customer notified to expect a delay in response.
You can get this done by using Rules that run on ticket updates. When customers respond to tickets, the automations check whether the agent is available to respond.
Automation rules can also be set up to check if an agent is out of office and re-route tickets assigned to them when the customer responds or if an agent tries assigning the ticket to those who are out of office.
Did you find it helpful?
Can you please tell us how we can improve this article?