Day Passes usage and Count - Freshservice

Hi @mfedele 

Please reach out to support@freshservice.com and we will be able to extract your portal’s day pass usage and send it over to you. 

Thanks @viswanatha.mehta ,

The first topic was I want to be warned when i have 20 or 50 Day Passes left.

There is no Notification on that component and it makes sense to have it from my point of view.

Thanks to consider this idea.

Best Regards

Mathieu.

Hi Freshservice Users,

 

We use Day passes as others customers I think but we have some problems with that :

 

• to know how many Day passes you you remain, you need manually go on Admin > Day Pass and look at the the count 

 

When you do not have Day Passes, you receive a lot of complaints of your occasional users that say :

 

I CANNOT CONNECT TO FRESHSERVICE !

 

Question to @rashmi.nag & @sanofar.allahpichai : why you do not setup a notification threshold when you have 10 or 20 pass left ? It’s incredible for me that it does not exist yet.

 

• Day Pass Usage Report

It could be great to know who uses Day Pass on a specific period to decide if the user needs a Full access or needs to stay on Occasional Mode

 

It is not enough to know that the user X used 27 day Pass till date …

 

We need an analytics Report on this specific stuff.

 

Please ask to your Project Team to implement that.

 

Thank you 

Some agents may not be completely involved in your helpdesk workflow and they are called occasional agents. An occasional agent is distinguished by the day pass which is a token that allows you to log in to the portal.

Any news on this request? I’m having the same needs as mfedele - and found no way to build a report around “day pass usage”, nor to be notified when we are running low on day passes (eg: less than 20 available).
It is really not convenient nor reliable to have to find those information via the UI.

Also be aware that if an occasional agent saves the “agent view” as a favorite and does a requester action (like creating a ticket or looking into a knowlegde base article) still counts as a daypass because he entered the agent view instead of the requester portal.

Default behaviour should always forward him to the requester portal until he clicks on a button for some action where he needs agent privileges.

So we need some sort of analysis to see what an agent did when he consumes a daypass. If he consumed a daypass without doing agent stuff this agent should get a notification or at least it should be possible for me to check for that. What about a recommendation for license type? Hey Daniel, this agent has a fulltime licence but in the last 3 months he entered the system only 3 times, a daypass licence would be better for him.