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Topics started by BryceK

2 Topics

BryceK
Skilled Expert
BryceKSkilled Expert
asked in Analytics

Inactive Agent Notice for License Removal

Inactive Agent Notice for License RemovalHello FreshService community, How are you handling agent adoption and account usage metrics in a large helpdesk environment?We have several teams joining the platform but there are a few agents who have not signed in over a month and taking up a license. I am looking for an automated way to open a ticket, as a notice to me and them, that they have not logged in for n-days and account will be deactivated soon if no response in n-days.Currently, this is a manual process can only be found by manually looking at agent last activity date. We cannot pull this data in the new analytics reporting either. Feature request worthy or how do you manage this issue?

1
zachary.king
Skilled Expert
1 year ago
BryceK
Skilled Expert
BryceKSkilled Expert
asked in Ticket & Workflow Management

Closing ticket before approved

How do you handle tickets being closed when they are pending approval? The issue is when there are multiple approvals and 1 person approved and 1 is requested, if you close or resolve, the ticket it ultimately becomes cancelled and who ever did not respond to the approval is cancelled.Is there a rule to not allow ticket closure if approval is pending? Maybe there should be a toast message pop-up that says, “this ticket is pending approval, are you sure you want to close?” or something to that nature.   

3
zachary.king
Skilled Expert
1 year ago

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