It would be helpful for distributed teams to be able to quickly see which agents are "logged-in" to the system. Would be a plus if we could see if they are actively addressing tickets or idle. Podio's implementation of this works nicely. See attached. If the user is active there is a green light, if idle, orange.
Even better...the ability to quickly chat w/ another agent.
We would love this feature, it's disruptive to have to interrupt people to ask if they have ticketing on or not. It would be so nice to just know if they are or are not straight from our dashboard.
This is kind of similar to the new chat feature on our dashboard that says how many agents are available for chatting.
For smaller support staff, where people wear multiple hats all day, every day, this would be a game changer for us! :)
I really liked the ability to see who is available to chat in the new FreshChat system and would love to see the number of agents available for tickets.
+12Folks,
You can access the availability of agents across the channels from the Agent availability widget . Read more here : https://support.freshdesk.com/support/solutions/articles/213522-agent-availability-for-admins-
Cheers
+6This ^ is only if you have auto-assignment enabled for ticketing correct? I would love to be able to see who is online in Freshdesk at any time. Like, in the admin portal it says when they were last active. It's too difficult to go into the admin portal and click agents to check it. This should be a widget on the dashboard that everyone can see that is always showing who's logged in and working.
This should be a standard feature in Freshdesk. We don't do auto assignment but do need to track agent status and currently there's no good way to do this.
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