Sometimes agents forget to add the daily passes when they use them for support. It’s understandable, they’re busy people. Instead of relying on them doing the needful and/or forcing us to request those passes back, we could potentially do one of these things:
- Have the system recognize the freshworks.com domain when creating a user and make it so they don’t use the daily passes.
- Have a third option for adding an agent called “Freshworks Support”, so the options would be:
“Full Time” “Occasional” “Freshworks Support”
and make the 3rd option only accept e-mails with freshworks.com domains.
This would ensure that Freshworks support never uses up the passes and we don’t waste more of their time requesting that those be added back.
