Possible queries:


What is the difference between an agents and a collaborator?

How many collaborators can be added to the helpdesk?

Can we setup automations for collaborators?

How do we invite a collaborator in a ticket?

What are the privilege of a collaborator when tagged in a ticket?

Can the collaborators create tickets?

What are the notifications does a collaborator receive?

Can we measure the performance of a collaborator?


Resolution path:


1. What is the difference between an agents and a collaborator?


Agent 

The one who handles the various dimensions of the portal is called an “Agent.” An agent can respond to tickets, be responsible for the configurations on the portal, pull out reports and monitor the account invoices as well. Agents can view, respond to and assign tickets, as well as modify ticket properties.


Account Admins have complete access to everything, including billing and account management.


Collaborators

Collaborators can be colleagues from other teams or third-party contacts who are not a part of Freshdesk. They can be any stakeholder who can assist full-time agents with ticket-related information, updates to resolve queries.

With Freshdesk’s Collaborator feature, admins can invite Collaborators from outside the team to your Freshdesk account to collaborate on tickets or give your agents the privilege to do so. 

Collaborators can only access the tickets they are tagged on or tickets that are assigned to them. They are permitted to do limited actions on the ticket they get access to, like adding/responding to private notes and change ticket status (provided they have the scope to do so).


2. How many collaborators can be added to the helpdesk?


We can add upto 5000 collaborators in Freshdesk standalone and Freshdesk Omnichannel accounts.


3. Can we setup automations for collaborators?


No, automations does not work on actions performed by a collaborator. However, we can add collaborators as secondary owners using Shared Ownership or add them as a watcher to a ticket via automation rules.


4. How do we invite a collaborator in a ticket?


If the collaborator is not available in Freshdesk, you can invite them by tagging their email address.



If you want to invite an existing collaborator to a ticket, we have to tag their name (@mention) in a private note.



5. What are the privilege of a collaborator when tagged in a ticket?


By default the collaborators have the following privilege.


  • View the ticket (even if they don't have access to the group they are tagged in)
  • Add or edit private notes within their scope
  • Update the status of the ticket using Send and set as option which is available at the time of adding private notes.
  • Modify their time entries
  • View customer information (that is can access the contacts and companies in the helpdesk)


6. Can the collaborators create tickets?


A Collaborator cannot tickets from within Freshdesk, that is creating tickets from Freshdesk is the role of an agent and not of a collaborator. Therefore, collaborators can create tickets from the customer portal similar to how customers/contacts can create tickets.


7. What are the notifications does a collaborator receive?


A Collaborator will receive email notification and In-app notification for the following scenarios, when

  • The collaborators are invited by an admin,
  • The collaborators are tagged (@mention),
  • Assigned to a ticket (shared ownership) or a group by an agent (@mention).


8. Can we measure the performance of a collaborator?


Admins can configure analytics reports on Collaborators' performance. Ensure the following criteria's are satisfied before we measure the performance of a collaborator.


  • Shared Ownership must have been configured.
  • Collaborators have to be added to the respective internal groups for which you want to run analytics.
  • Collaborators should have edit status privilege and ensure collaborators change the ticket status after they are done with their contribution to the ticket.


Create report for collaborators

  1. Navigate to Analytics > New report > give the preferred name > click on Create.
  2. From the right pane, drag and drop a chart > Add chart > Save
  3. Name the widget > click Next. On the right pane, click on metric and select 'Private Notes' from the dropdown. Now click group by and select Internal agent name from the dropdown.
  4. Click Apply and click Save button on the top to save the Analytics report.



Create report to compute the time taken to resolve a ticket


1. Drag and drop a Chart widget from the right pane. Click Add Chart and click Save.

2. Name the widget > click Next. On the right pane, Click on metric  and select 'Time spent in business hours' from the dropdown. You can now use group by depending on your need, select Internal agent name or Internal group name from the dropdown.

3. Click Apply.

4. Save this Analytics report by clicking on Save  on the top.