I have been using freshdesk for three years now. And for all those three years there is a few things we are missing.
- See your own SLA result in “My Dashboard”. I think all agents should see their own FRSLA and RSLA % to better understand the result of their own work and customer care.
This would create create an ownership and consciousness of the result of the actual work done by ur-self. If you see your own result it would be a motivation to do better.
- See tickets you follow on a wiget on My Dashbord
- See/search up all tickets created by you. No matter if it is an e-mail or internal ticket and if someone else is the ticketowner now (Agent). You shgould still be able to see all tickets you have created as an agent.
