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Fresh Service shows agent as available for auto-assign by they are actually unavailable due to idle session in portal

I’ve been working with FS support on uneven auto-assignment of tickets. An example of this is that 5 agents show as available, but the same agent was assigned to the only two tickets in the pool that were entered that day (this pool is only for classroom emergencies, so is not high volume) . This happened a couple of times. FS Support shared with me that this could be caused by the agent having a session designated as “idle” in the portal. In that case: “The agent appears active in the logs but remains inactive in the portal, which the system interprets as an idle session (Please note that this is not reflected in the logs). As a result, the agent is marked as unavailable, preventing ticket assignments to them” This means that the availability widget shows the agent as available, but they actually aren’t and there’s no way to accurately get this information. I was pretty surprised that this was intentional design. So I am looking for a way around this or a way to set up my own auto-ass

asked in API and Webhooks

ccheeverApprentice

Freshservice intergration with on-prem Endpoint Central

, none of the related Topics are remotely close to my question,I am setting up Freshservice integration with on-prem Endpoint Central. When I test the connection, I only get errors. I added the IPs that Freshservice's “Support” provided, and it still fails. FYI none of the related Topics are remotely close to my question so I am just picking one.

chadholtonApprentice

Days Old Rule Not Working

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and that were created 7 days ago or older I’m getting emails for tickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old. I’m not getting those emails. here is the flow and the pieces. Any help or guidance is greatly appreciated. The execution log show that the HowOld expression was successful on older tickets but I’m not getting the emails for them.

8 hours ago

motaroContributor

asked in Automations

Exploring the Potential and Challenges of YouTube Automation

Hi everyone, I’m interested in learning more about YouTube automation. There’s a lot of buzz around using automation tools to optimize video uploads, improve engagement, and even automate content creation. I’m curious to hear your experiences with it—whether you’ve used automation for video publishing, comment moderation, or other tasks. What tools do you recommend, and how effective have they been in boosting your channel’s growth? Also, are there any challenges or risks associated with automating too much of the process, especially concerning YouTube's guidelines? Looking forward to your insights!

10 hours ago

raghavkannanApprentice

asked in AI & Bots

Thank you detector not working as expected...

I've enabled the Thank You Detector and made the necessary changes to the ticket reopen rule, but it still isn't working as expected. It's not even detecting a simple "Thanks" message. Can someone help?

1479

Freschat iframe is empty after a Turbo.visit

baggiogiacomoApprentice

asked in How do I....?

Hi there, I’ve added the freshchat widget on my rails app but I’ve found this weird issue: When I perform any Turbo.visit, the iframe containing the freshchat widget will just contain an empty <head> and an empty <body> tag Setting “data-turbo-permanent” to the div or the iframe doesn’t fix the issue I’m using rails 8.0.1 and turbo 8

published in People-First AI Collective

Kamakshi VCommunity Manager

Best Practices to configure AI Agents - CX

Hello Folks! I’ve sourced these best practices curated by our Product Manager, @shrey450 , who’s currently focused on Freddy AI Agent for CX. This will be a living document, so we’ll keep it updated with new tips and insights as Freddy evolves. Not sure if you all have access to this or if you're already familiar with them—just let me know if that’s the case. We’d love to hear your feedback—whether this is helpful or if there’s anything else you need clarity on! Section 1 - Key Instructions that can improve AI Agent Personality - “You are a support agent at ABC, a leading fintech company specializing in digital banking, cryptocurrency transactions, and card services. Your responsibility is to assist customers with inquiries related to ABC transfers. Responses must be clear, detailed, and confident, maintaining a professional and helpful tone throughout.“ Response length related instructions - “Always respond in less than 100 words. “Responses must be extended, clear, and comprehensive

623

asked in Apps and Marketplace Integrations

AryeApprentice

The Expiration Reminder for Freshdesk application

Does the Expiration Reminder for Freshdesk application still work with freshdesk?I tried to install it, but all the explanatory pages provided in the marketplace no longer exist,What's more, it says that the app is free, although on their website I see that it is paid

335

Auto assignment toggle not working as intended

Darst-NSWVApprentice

asked in Assets

883

39 minutes ago

stolan2Apprentice

Fresh Service shows agent as available for auto-assign by they are actually unavailable due to idle session in portal

asked in API and Webhooks

ccheeverApprentice

Freshservice intergration with on-prem Endpoint Central

chadholtonApprentice

Days Old Rule Not Working

8 hours ago

motaroContributor

asked in Automations

Exploring the Potential and Challenges of YouTube Automation

10 hours ago

raghavkannanApprentice

asked in AI & Bots

Thank you detector not working as expected...

1479

Freschat iframe is empty after a Turbo.visit

baggiogiacomoApprentice

asked in How do I....?

asked in Apps and Marketplace Integrations

AryeApprentice

The Expiration Reminder for Freshdesk application

335