I can only find the ability to turn on Freddy ticket category suggestions in Global Settings. What if one workspace wants it and another doesn't? Or what if one agent likes it and others don't?
It seems a bit inflexible to make either every agent have it forced on or forced off. Shouldn't it be up to the individual agent if they want it or not?
So how do I allow agents to turn on or off Freddy ticket category suggestions on their own account?
Hi, as per this solution article: Freddy AI Insights: Frequently Asked Questions (FAQs) : Freshservice , it seems you can enable Freddy for individual users, so I guess there might be an option to disable the same as well. Using this, you will be able to turn it OFF for agents who don’t want to use Freddy (The below point is found as the answer for the first question)
Enable for an users: User Management > Agents > Select User > Permissions > Edit 'Groups and Roles' > Add ‘Freddy Insights’ Permissions.
Hope this helps!
But, to have specific features of Freddy to be turned ON or OFF for individuals doesn’t seem to be available now as an option. You can write to support@freshservice.com, and hopefully they might log it as a feature request.
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