Every time we need support directly from a Freshdesk agent i.e. to help us set a workaround. When we add the Freshdesk agent as an occasional agent and he accesses the system With our account he consumes our day passes. Fresh desk should be able to allow their users to access accounts with permission without penalizing the customer.
We truly appreciate the ability to add them for help/ support but there should be another way to add them without consuming the customer day passes.
Hi Natalia,
Appreciate your concern. We'll follow up with the Sales org to see if such customers can be given a complimentary day pass.
Thanks,
Priyo,
Freshdesk Product Management
Hi Priyobrato,
Thanks for your answer, re-stating the day pass to the customer when consumed by a Freshdesk agent from FD is a way of doing it. But maybe in the future you guys could think of a way to be able to provide support without the customer (us) having to add your FD agent to provide the support and just adding them on your end and request Admin approval.
Regards,
Natalia
+12Hello,
We've ensured that the daypasses will be added beforehand so that there would be no impact because of the support agent's login. Having said that, the team has been conscious enough to reduce the usage of occasional agent licenses for troubleshooting purposes and request for one only if it is a business critical issue.
Cheers!
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