Good morning all.
Looking at the new AHT enhancement to be released on Freshdesk it would appear to be a global on/off switch, is it likely it could be configured down to group or even ticket level?
We are rather unique users of Freshdesk so this may seem an odd request, but it could work extremely well for one kind of ticket we raise, but not for all of them
Cheers in advance
Steve
Hi
Welcome to Freshworks Community :)
The Average Handling Time (AHT) feature is something that can be enabled on ticket level not on groups. It is a metric that defines the total time you spend on tickets.
It's a stopwatch that automatically starts when you visit an assigned ticket, stops each time you move away from the ticket and continues whenever you revisit the ticket. Available from Pro and above plans
Kindly refer to this article for more information: Average Handling Time for Time Tracking- Click here
Here’s to you
Vidya D
What you can do though:
When setting up your report in Analytics you can group the Average Handling Time by Group to see the time for these specific groups - despite tracking it for all of the tickets.
Thanks Julia
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
