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Workforce Management

Best Practices in CX and Customer Support

  • 7 Topics
  • 2 Replies

7 Topics

J
Apprentice
Jeremiah.CarpApprentice
asked in Workforce Management

Tickets automatically being flagged as spam

Hello,I’m struggling with some tickets that are being automatically set as spam, but by all indications not by any Agents that I’m aware of.  Does anyone have any expertise in the area of Spammed tickets?  I understand how to un-Spam them, but how do I find in Freshdesk Contacts or Senders that have been labeled as Spam?  

1
Yusuf Ahmed
Community Manager
15 days ago
B
Apprentice
Berway72Apprentice
asked in Workforce Management

Move Collaborators to Agents

Is there a way to move collaborators to agents?

0
B
Apprentice
2 months ago
aliyaqoob
Community Debut
aliyaqoobCommunity Debut
posted in Workforce Management

Unveiling the Power and Versatility of Pumps: From Functionality to Innovation

Pumps, the unsung heroes of numerous industries and daily life, play an indispensable role in transferring fluids from one place to another. From humble beginnings to cutting-edge technological advancements, the evolution of pumps has revolutionized various sectors, ranging from manufacturing and agriculture to healthcare and beyond. These devices, often taken for granted, form the backbone of modern civilization, facilitating processes that would otherwise be arduous or impossible.The Fundamental PurposeAt its core, a pump is designed to move fluids - be it liquids, gases, or slurries - from one location to another. Whether it's the water supply in our homes, the fuel distribution in vehicles, or the intricate circulation systems in industries, pumps enable the efficient transfer of substances with precision and reliability.Diverse ApplicationsThe versatility of pumps is astounding, catering to an extensive array of applications. In agriculture, pumps facilitate irrigation, ensuring c

1
M
Community Debut
4 months ago
Debbien
Apprentice
DebbienApprentice
asked in Workforce Management

PARENT TICKETS

Hi is there a way to make the parent ticket stand out when searching through tickets.I currently use service tasks, which are connect to the parent, but if i search a name of a client, all tickets, parents and service tasks, are found, and they are very hard to tell them apart, especially if the contact is an outside client.  They look the same.Or is there some way i can write a search which only find parent tickets?Thanks

0
Debbien
Apprentice
4 months ago
A
Top Contributor
aaron_jhgTop Contributor
posted in Workforce Management

Monitoring Cost per Agent

Hi everyone,  Is there a way on FreshService to monitor / track how much an incident costs per agent?  Say an agent’s cost per hour is £10 and they work 30 minutes then the cost of that incident will be £5.00/ I know this is a feature in a lot of other ticketing systems but cant seem to locate it in FreshService. 

0
A
Top Contributor
5 months ago
johnsmith
Apprentice
johnsmithApprentice
asked in Workforce Management

Any success stories or valuable lessons learned that you could share?

Hello Community! I'm currently exploring workforce management strategies for my team, and I'm curious to know what innovative approaches or tools you all are using to optimize workforce productivity. Any success stories or valuable lessons learned that you could share? Let's discuss our experiences and insights in the realm of workforce management!https://thetoilethelper.com/

0
johnsmith
Apprentice
6 months ago
A
Top Contributor
ArnoldGTop Contributor
asked in Workforce Management

WFM Solutions

Hi,   We have a team of 20 technicians, and we are in search of a workforce solution for scheduling purposes for the different blocks (email/chat/tickets/calls).What are some of the solutions you’re using, or is there a solution within Freshdesk we may have overlooked?Thanks,

0
A
Top Contributor
8 months ago

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