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Custom Condition-Fields for Quest (Arcade) Creation

Related products:Freshdesk
  • September 18, 2012
  • 3 replies
  • 33 views
J
Apprentice
Greetings,

Currently, when creating custom "Quests" from the arcade admin panel, we are only able to select conditions that are hard-coded into Freshdesk, but we would like to request the ability to add our dependency fields.  All of our case types and sub-types now live as dependency drop down menus, and we would like to build "quests" around those.

Thanks for consideration!

--
Jeff W.fd-featurerequest1questcreationfields_10930.png

3 replies

V
Contributor
  • vijay.shankar
  • Contributor
  • September 18, 2012
Thanks for raising this Jeff

We will keep this in our feature list :)

Although a recently launched feature - Just yesterday ;-) but we will keep on improving on this

regards
Vijay
A
Contributor
  • adam_18378
  • Contributor
  • March 1, 2019

One thing we'd love to implement is a quest for the number of tickets resolved within SLAs.

suprabha.somanathan
Community Debut

Ah! Sorry for leaving you hanging in there for a long time, @Adam.


Currently, new quests could be created based on the number of tickets/articles/forums resolved and published respectively during a stipulated period of time.

It is purely a quantitative measure. Resolving the most number tickets within SLA in a said period of time is associated with the agent's skill, however, this is considered a qualitative measure.


Quests are designed to reward the agents directly based on the quantity and you could always make use of our Agent performance report to understand more on an agent's quality of work such as his/her response times resolution time etc. This data could also be visualized on a bar chart or a donut graph, or you could have a rank order set at the report level filter in Analytics to award the agents topping the graph.


Cheers!

Suprabha, Freshdesk Community
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