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Topics started by neharika.sundar

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neharika.sundarTop Contributor
published in AI & Bots

Gain visibility into service operations with Generative AI-powered Freddy insights (Beta)

Hello Freshservice Members !!As IT leaders, are your decisions slowed down by creating and managing reports?Do you wish you had access to quick insights without scoring through tons of reports?Well, Freddy AI is here to help - with the power of Generative AI!With Freddy insights (Beta), get the right insights at the right time in a conversational way. With volumes of service desk data available at Freddy AI’s disposal, it can identify key trends, anomalies, and insights to flesh out and highlight so that proactive measures can be taken immediately. All this while not managing bulky reports - just ask Freddy AI for insights, and you will get them instantly.Here are the Freddy insights capabilities you can explore for free during the Beta period on the Pro and Enterprise plans: ✅ Explore auto-generated insights and take action with Proactive InsightsTo run an operationally efficient organization, it’s important to drive informed decisions while spending optimal time and resources on sour

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5 months ago
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neharika.sundarTop Contributor
published in News and Innovations

Leverage the power of Generative-AI for your agents with Freddy Copilot Beta - Get Started Now!

Hello Freshworks Community Members! Are your agents getting bogged down by repetitive, everyday tasks? Is this stopping them from focusing on work that really matters?Well, Generative AI is here to make your agents productive, yet happy!We are super happy to announce that Generative AI-powered Freddy copilot is now in Beta on the Pro and Enterprise plans. Explore and experience the power of Freddy AI at no cost during this beta phase.With this enable AI assistance to increase agent productivity, automate responses, and drive consistency of services across your team. Here are the capabilities coming your way: ✔ REPLY SUGGESTEREnable agents to quickly respond to tickets with auto-generated replies that are sourced from help articles maintained in your knowledge base. Replies are curated according to the issue reported and are summarized from relevant help articles that match the issue. LEARN MORE        ✔ TICKET SUMMARY GENERATORThrough the course of a ticket’s lifecycle, multiple commun

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6 months ago
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neharika.sundarTop Contributor

Introducing Time Spent Reports!

During the course of a ticket’s lifecycle, it is often difficult for admins and managers to identify what caused potential delays in resolving a ticket. It is hard for managers to know which agent or group spent the most time on a ticket, or time spent by a ticket in each status before it got resolved. Time spent reports in Freshservice allows you to track the lifecycle of individual tickets. Here, you can generate a report on the time spent on a ticket, split by each agent/group that handled the ticket (in case of reassignments) and the time spent, split in each status. You can know more about Time Spent Reports here.

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3 years ago

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