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The Agent Experience

Best Practices in CX and Customer Support

  • 18 Topics
  • 4 Replies

18 Topics

G
Apprentice
glenn11888Apprentice
asked in The Agent Experience

Out of office (FreshService)

Is there a way to have out of office set agent availability? We use the app OOO but its not really a long term fix. We only use freshservice. 

0
G
Apprentice
5 months ago
D
Apprentice
dudaleApprentice
asked in The Agent Experience

Change Management for Seperate Workspaces please help!

Hi Everyone,I’m an IT Service Delivery Manager, experienced with Cherwell ITSM, Zendesk, and a Jira Service Desk administrator in a previous life. I’m new to using Fresh Service, I’ve had some training, albeit limited to certain modules and certain features.My question that I’d like to ask is:I have 2 workspaces, one for “IT” which serves as the primary workspace. We have created a new workspace “Asset Management” because there is another entity in our group of companies that wishes to use Fresh too. We believe that there is a lot of benefit of them joining the fray, so I create a workspace for that business. I have also created a seperate CAB for the new workspace to utilise and added the relevant agents from that business who I want to be members.What I’m wanting to do is to have a Change Management Process for the IT workspace that I have, and then to have another seperate Change Management Process for the new workspace I have created. For clarity, when I refer to Change Management

1
Daniel Söderlund
Skilled Expert
2 months ago
M
Apprentice
Max KrippendorfApprentice
asked in The Agent Experience

Working together between different countries/languages

Hello all, I have the following use case. We run an internal IT support for our company with offices in different European countries. I have created workspaces for the different countries. For the use case, let's take Spain and Germany as an example. There can be tickets that are created in Spain (and also with Spanish content), but are processed at 3rd level in Germany. If we simply move the ticket between the workspaces, the support staff in Germany will have a ticket with Spanish content and a Spanish reporter. (Note: the spanish support staff do not speak german and the german support staff do not speak spanish)Is there a good workaround to create a kind of internal copy for a ticket that is translated into English by the Spanish support staff and then moved to the German workspace? Or are there similar use cases in other countries that have been solved differently? Thanks in advance for your input and sorry if I am completely wrong with this question!

1
Daniel Söderlund
Skilled Expert
8 months ago
Shawn Morrow
Apprentice
Shawn MorrowApprentice
asked in The Agent Experience

SLA Timer for Agents Off

Hello,Will the SLA timer stop or continue to run if an agent is off that day and a customer replied to a ticket? Scenario:Cust sends a request at 8:00 AM FridayAgent responds with a question changing the status to waiting on customer(a non counting SLA status).Agent is off Saturday and Sunday but there are other agents in the office so we are open.Cust responds on Saturday at 10:00 AMAgent responds back at 8:00 AM MondayDid the SLA timer run the whole time from Saturday to Monday?

0
Shawn Morrow
Apprentice
6 months ago
ATXMike
Apprentice
ATXMikeApprentice
asked in The Agent Experience

HUGE FLAW

I am blown away that a company requires upgrading to a pro plan to be able to arrange columns! That is absolute BS! 

1
ShubhamShrivastava
5 months ago
A
Apprentice
aldoApprentice
asked in The Agent Experience

Using Slack on CS Suite / Integration Slack and CS Suite

Hi Guys,Can anyone tell me how to use the integration of Customer Service Suite (CSS) with Slack?I have done the integration, but I can’t find the widget of the Slack that has connected on the Conversation Menu.I have attached some capture for the detail.Please could you guys help?   

1
Gautham Lakdive
Community Debut
3 months ago
directmacro11
Apprentice
directmacro11Apprentice
asked in The Agent Experience

direct macro

Direct Macro is your dedicated technology partner, committed to providing innovative and reliable solutions to meet your diverse needs. With a strong focus on quality and performance, we offer a copier scanner to enhance your technological experience. As a trusted source for top-tier tech solutions, we are driven by a passion for excellence and a commitment to your satisfaction.

0
directmacro11
Apprentice
5 months ago
A
Apprentice
aldoApprentice
asked in The Agent Experience

Ticket automation on Customer Service Suite

Is there a feature on conversations in Customer Service Suite that automated to be a ticket on Freshdesk by automation?If anyone khow this feature, can you help me to find. Thank you. 

0
E
7 months ago
adrianSYA
Community Debut
adrianSYACommunity Debut
asked in The Agent Experience

AutoAssign tikects to me

Hello, I am trying to assign a ticket to myself but the assignment email is not sent to my email box and I cannot track it from Outlook. This does not happen if the same ticket is assigned to me by another agent. Is there anything that can be done to get the email sent to me even though I am assigning it to myself? Thank you so much

0
adrianSYA
Community Debut
4 months ago
stephyn
Apprentice
stephynApprentice
asked in The Agent Experience

Maximizing Productivity through Freshworks

The Freshworks Community serves as a hub for users to exchange ideas, tips, and solutions. Many businesses rely on various tools and integrations to streamline their workflows. How can organizations leverage the Freshworks Community to discover and implement effective integrations that enhance productivity across different departments? 

0
stephyn
Apprentice
5 months ago
LiamLucas
Apprentice
LiamLucasApprentice
asked in The Agent Experience

How to Boost Customer Support with Freshworks Integrations?

I'm super excited to connect with you all. So, I'm diving into this project to amp up our customer support game of a food company, and I gotta say, I'm all ears for your expertise. How have you folks managed to seamlessly blend Freshworks with other tools or systems to really boost efficiency and wow our customers? Seriously, any little tidbit or big win you can share would totally make my day.

0
LiamLucas
Apprentice
2 months ago
asadenton
Apprentice
asadentonApprentice
asked in The Agent Experience

Incoming email tickets - default is Incident, can we have them come in as Service Requests instead?

Hello,Our incoming tickets sent via email default to Incident, can we make a change and have them come in as Service Requests instead? Most of our tickets sent via email are Service Requests, so we are manually updating the type.Thanks,Asa

0
asadenton
Apprentice
1 month ago
Pdabas999
Apprentice
Pdabas999Apprentice
asked in The Agent Experience

How could i get logs and report of Fiscal Year ?

I am not able to get any report or log of all tickets created on Freshdesk ?

0
Pdabas999
Apprentice
7 months ago
dfbdbcv
Apprentice
dfbdbcvApprentice
asked in The Agent Experience

teeth anatomy numbers

At a brief knowledge about <a href="https://toothchartinfo.com/">teeth anatomy numbers</a>.

0
dfbdbcv
Apprentice
4 months ago
A
Apprentice
amitlaApprentice
asked in The Agent Experience

Trigger REST API on new contact creation

I would like to call a few REST API cals when agent send activation email to allow enroll user to MFA authentication

0
A
Apprentice
2 months ago
L
Apprentice
Lee BApprentice
asked in The Agent Experience

Profile Notes

Hello Team!! I am trying to find an easy way for our team to see notes for a profile without having to go to the profile to check it out. 

0
L
Apprentice
7 days ago
stephyn
Apprentice
stephynApprentice
asked in The Agent Experience

Leveraging Freshworks Community for Effective Customer Support

Freshworks offers a vibrant and collaborative community where users, administrators, and developers come together to share their experiences and insights. How can businesses harness the power of the Freshworks Community to enhance their customer support strategies? Share specific examples or success stories that highlight the value of community engagement in optimizing customer service.

0
stephyn
Apprentice
5 months ago
Souila7
Apprentice
Souila7Apprentice
asked in The Agent Experience

myfreshworks changes first characters

When you type some characters in the beginning of chat, freshworks changes them.I can never type message that starts with “W”. If you type in the beginning of a chat “Would”, it changes to IN. Which is so annoying.There are some other examples but that’s the only one I can remember for the time being. FYI: I am getting this issue from more than 1 year now.

0
Souila7
Apprentice
4 days ago

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