Please consider adding a notifications bar or area in the app so agents and admins can quickly see when they have a notifications due to activity in the app. I realize we currently get emails for these, but I'm probably safe to assume that most support gurus out there already have email overload and can miss important notifications.
Here is one implementation that our development PM app uses that works well: http://blog.assembla.com/assemblablog/tabid/12618/bid/91173/Assembla-s-Social-Collaboration-Pack-Makes-Real-Time-Feedback-Fun.aspx
Speaking of Assembla... this would be great to connect to Freshdesk using Webhooks (hint hint) ;-)
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System Notifcations
another one would be a daily log instead of an email per occurence.
eg. I currently get an overdue email per case. Instead I would like a daily or weekly log stating these 10 cases are overdue (instead of 10 separate emails)
eg. I currently get an overdue email per case. Instead I would like a daily or weekly log stating these 10 cases are overdue (instead of 10 separate emails)
+12Hello,
With Smart notifications, the agents no longer have to rely on emails to stay updated on the tickets. They can access the notifications within the Freshdesk application and navigate to select tickets.
Cheers!
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