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Topics started by durga.sundaram

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durga.sundaram
Contributor
durga.sundaramContributor

Coming soon: Advanced Ticket Scope and Omnichannel Agent Management

Managing your agents’ access to different groups and channels is going to get easier! We’re rolling out these updates in the coming weeks.The agent management module is getting a refreshing new look. You’ll be able to view your agents’ access to different groups and channels, right under Admin > Agents. With Advanced Ticket Scope, agents can get limited access to tickets in different groups. Workflows corresponding to these groups won’t apply to the agent. Every agent will be able to view a customer's ticket history, no matter which group they are assigned to. This feature is available on the Forest plan. On the Omnichannel plans,agent management is centralized. You’ll be able to manage your agents’ access to Freshcaller and Freshchat, right from Freshdesk. If there’s a spike in the number of customer enquiries in a particular channel or a change in your team structure, you'll have the flexibility to move your agents between channels without worrying about onboarding or licenses.We’

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durga.sundaram
Contributor
3 years ago
durga.sundaram
Contributor
durga.sundaramContributor

Introducing higher API rate limits and minute-level throttling

Hi! Hope you had a great time during the holidays. :)We've got some great news to start this year with- The API rate limit in your Freshdesk is going to be increased! And that's not all, we're switching to a minute-level rate limit. This means that retries for API calls can be set to just a few seconds if limits are breached. You'll find details about the new rate limits here. You should see it reflect in your account in the next couple of weeks. If you have any questions, comment here, we'll help you out. 

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durga.sundaram
Contributor
3 years ago
durga.sundaram
Contributor
durga.sundaramContributor

Automate every step of the way with the new enhancement on time triggers

More often than not, you’ll likely need more information from your customer or inputs from a different team before you can resolve a ticket. Depending on your team’s workflow, you could keep track of tickets that are pending for different reasons by customising your ticket statuses. With the new update, time triggers can be set up for custom statuses and tasks can be automated based on how long a ticket has been in a custom status. This means that you can automate every aspect of your workflow and never stress again about missing out on a pending task. This feature is available on the latest Estate and Forest plans. Things you can do with this featureDelight customers by being proactive in follow-upsSometimes, your customers may forget to get back to you when you’ve requested for more information from them. With this feature, automations can follow-up after a day or two of a ticket waiting on a customer. It’s that simple to let your customers know that you care.Collaborate more effecti

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Community Debut
3 years ago
durga.sundaram
Contributor
durga.sundaramContributor

Heads up- The SLAs in your Freshdesk will be changing soon

Hello folks! We’ve introduced some new enhancements to the SLA module in your Freshdesk. They’ve gotten a new look as well!Here’s a short summary of the updates-You get notified right within Freshdesk for SLA reminders and escalations. No one from your team needs to check their email inboxes for updates anymore :)                                                                 -You can now have SLA policies apply to a segment of customer or companies                                                                -While setting up reminders, Freshdesk warns you if the time to remind agents is higher than the SLA target                            -Setting up a precise SLA target  is now straightforward :)     We'll be moving all Freshdesk accounts to the new SLAs in the next two weeks. All the configurations you've made in your account will stay as is.  Some of the features here, like SLA reminders and escalations and customer segments, are available from the Estate plan on Freshdesk. If

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durga.sundaram
Contributor
3 years ago
durga.sundaram
Contributor
durga.sundaramContributor

Introducing SLAs for every response

Customers expect fast responses, regardless of whether it’s their first or fifth message. With SLA targets for every response, you can ensure that you reply to them quickly every single time. How does it work? You can now set-up SLA targets for every response ( that’s sent after the first response). They reflect on everything from filters, labels, and columns in the ticket view, team dashboards and custom reports, to in-app notifications.                                     This feature is available on the Estate and Forest plan.         What’s the benefit? For agents- Labels on the inbox view make it easy for them to adhere to SLA targets. In-app notifications remind agents when SLA deadlines are approaching as well. This way, agents can be assured that they don’t miss any deadline.                                 For admins- You can set-up and manage reminders and escalations for SLA policy from one single view. Warnings ensure that you’ve set up reminders and escalations correctly.

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durga.sundaram
Contributor
3 years ago

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