Sandbox-Freshdesk

Agent Experience 13

• Personal Scenarios for Agents
• Agent collision detection
• Managing Ticket Properties
• Monitoring important tickets by becoming a Watcher
• Providing public ticket links for easy access

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Old Phone Channel 25

• Introduction to Freshdesk's built-in phone channel
• Customizing your phone number
• Call history and Blocking calls
• Configuring a Simple Message to welcome your callers
• System requirements and troubleshooting guide for phone channel

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FAQ: Groups & Agents 6

• If I delete an agent from Freshdesk, what happens to the tickets assigned to that agent?
• How to use email signatures in Freshdesk?
• How do I edit an agent's role?
• How to change an agent's email address?
• How can I check the number of day passes consumed by an agent?

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Working with Legacy Reports in Freshdesk 30

• Working with 'Top Customer Analysis' legacy report
• First response SLA (Helpdesk In-depth)
• Day of the week, hour of the day trend (Ticket volume trends)
• Ticket received, resolved, unresolved trends (Ticket volume trends)
• Created tickets (Helpdesk In-depth)

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Integrations 4

• Freshdesk + Freshconnect - Migration FAQ
• The ilos Videos app
• The SEOshop app
• The Bigcommerce app

FAQ Agents 11

• What is the difference between a Full-time agent and an Occasional agent?
• How to make a full-time agent into an occasional agent?
• Are occasional agents charged if they are not logged into the support portal ?
• What is the cost of a day pass and how do I buy it ?
• Can an occasional agent access the API without logging in ?

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Email 1

• If an emoticon is included in an email, the text after does not appear in the ticket. Why?