Getting Started

Hello Team, Happy New Year!Just want to ask if we can extract the data for the whole year for this leaderboard. currently, the max is 3 months, is there a way to expand it? 

I received a complaint from a user today that when an agent interacts with an Incident either via email response or adding a public note, they have no idea who was responding.Upon diving deeper I did some tests and while we as agents in the portal see AGENT NAME responded or AGENT NAME added a comment, those are not in the notifications sent to the end user.I know we can customize the notifications for these things as the default is {{helpdesk_name}}Support Team.  An agent can also add their name to the response to make it clearer (business process vs templates)Looking for ideas to best provide clarity of who has responded to the user from an end user prospective.What do you do in your notifications?Did you customize the template to add a placeholder for the agent? Did you leave the default? Do you request your agents add their name manually?  

forum fail BROKEN cannot create real post with screenshots @support 

I’m introducing Freshservice to our IT Department. What are your favorite, lesser known features that I can introduce them to? For example, canned responses and scheduler look very useful. Are there other features that aren’t commonly known that will make their lives easier?