Please add the ability to report on an Agent’s availability for round robin assignment Customer is concerned that an agent may mark themself as unavailable, but the only way to know is if you actively monitor the “Agent Availablility” widget on the Dashboard. From the customer:
Letting agents manage their own status would reduce the admin burden, but without visibility it’s often forgotten or misused. Agents may remove themselves when they feel they have enough tickets or fail to re-add themselves promptly. Without reporting, it’s difficult to hold anyone accountable.
New Idea
Report on Agent Availability in Freshservice
+2
+1Exactly!!!
I wonder why Freshworks offer the flexibility without proper governance.
I noticed our ticket become unassigned more frequent nowadays but i couldn’t provide supporting evidence that this is due to no available agent. At the end agent blame system bug. This has affected my management view on Fresh Service credibility as reputable ITSM.
Offering flexibility is good but admin should have certain level of control as well to prevent any misuse by the agent.
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