SSL activation email was sent to customers even when the request for certification failed. Freshdesk is an excellent customer support solution for businesses of all sizes and types. Except for single-sign-on, help center, basic ticketing and collaboration features. A help desk is a tool that organizes customer communication to help businesses respond to customers and support them more quickly and effectively. When your agents are away from the browser during call hours and if they still want to be able to take calls, they can use the “Take calls on mobile” option. Click on New Agent Status. Managing field agents and service tasks. Update the email address to a placeholder email address say, xyz@example. Freshdesk Pricing: Freshdesk has 4 different pricing plans available to you to start providing top-notch customer support to your users, starting from Free. Agent extensions (Phone) Routing automations (Phone) Smart escalations; Queue callback; Omniroute; You’ll need the Ennterprise plan or above if you need: Skill based ticket assignment; Agent shifts (Ticketing) Bots and AI: Included in all plans. Agents working in late/night shifts can set the end times for the next day. Ensure issues are assigned to agents best equipped to resolve them, with built-in automations like load balanced, skill based or round robin ticket assignment. 6. A comprehensive guide to Freshdesk, for agents. Agent shift settings couldn’t be turned off by an admin with occasional agent access and this is fixed now. Freshdesk Agent Guide. You can choose to create personal canned responses or have. Agents can also schedule work hours according to their local times by setting multiple. Freshdesk Delight customers and agents with effortless service and support Freshdesk. $100 for 1000 Freshbots sessions. Although Freshdesk offers a free plan and a basic plan that starts at $15/agent/month, you need to opt for their higher-end or premium plans (Available at $79/agent/month) to enjoy maximum benefits. Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion. Freshdesk allows full CSS customization and customizable agent roles. 11 Best Freshdesk AlternativesAll features in the Estate plan, plus sandbox, audit log, agent shifts, IP whitelisting, and more. Customer Portal Setup Set up your support portal, populate it with useful solutions and create a dedicated community for your customers. Agent shift settings couldn’t be turned off by an admin with occasional agent access and this is fixed now. New Features and Enhancements Upcoming Features and Enhancements Bug fixes New Features and Enhancements All below features and enhancements are available to all customers from October 30, 2023. Freshdesk. It is flexible enough that there are always enough people to provide 24/7 supportSetting up Agent Shifts in Freshdesk Agent Shifts lets you easily manage a support team that works round the clock. Replies are standard emails, similar to the emails you send from your mailbox. Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion. Automate follow-ups, escalations, and other tasks using specific time and event-based triggers to perform any action of your choice. 8 and 8. Agents can also use. Login to Freshdesk as an Admin. These agents can create, reply, update, delete and resolve Tickets. Select Workflows and click on Email Notifications. Provide superior support to your E-commerce customers. The “Service Tasks” pane on the left lists the service tasks created in your helpdesk in four default views as well as any custom views you may have created. Ticket scopes determine the tickets in your Freshdesk that an agent has access to. Training and equipping your agents to have a customer-centric mindset is vital in implementing your customer service plan. Freshdesk offers no free plan, but 21-day free. Freshdesk Agent Guide. Select all the tickets on the page, click ‘Bulk update’ and select ‘Group. How to interpret this metricFreshdesk is a customer portal software that is capable of multi-product support. Understanding the Dashboard 1. You can make use of the “Insert Placeholder” option to add dynamic content to the Reply editor and personalize the agent. Sign up for Freshworks Customer Service Suite today . The basic plans lack important features, such as skilled-based ticket routing, custom reports, customer roles, agent shifts, and more. Freshdesk prices are slashed with its omnichannel packages, which are catered towards streamlining your customer support across channels into one platform. Click Add agent status. To add a new agent, click on the New Agent button. For example, there could be a weekday shift, a weekend shift, APAC shift, North America shift, or North America weekday shift. Install the integration in Freshservice. Check all Roles that must apply to this agent. Your customers will get their tickets routed to the most appropriate agent. On-Call – Schedules, Shifts, and Calendars: On-Call – Unlimited Phone calls and SMSs:January 2023. Check out the helpdesk features of Freshdesk and choose the right one for you. Under Team, click on the Agents icon. UI/UX Improvements in Freshdesk ‘All Tickets’ page How to set up Agent Shifts. Working with the Ticket List View. Stylish and practical design. You can view a list of all agents in your Freshdesk. Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues. Here user can set work hours for agents, agent shifts etc. Multilingual capabilities and flexible business hours help cater to a wider customer base. This is a list of features that have been added to Freshdesk since the GA release. Customize the on-call shift interval using a dropdown. Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers. Agent availability period: 8 hours Average conversation duration: 12 mins Concurrent conversations: 4 Based on this, we can estimate that: You’ll receive 1,000. . Pricing of Freshdesk. Zendesk, on the other hand, is a bit expensive but it also offers more advanced features in its higher-tier plans. Freshdesk Omnichannel is a bundle package of: Support Desk (ticketing system) Messaging (chatbot and whatsapp integration) Contact Center (cloud telephony) It delivers effortless service to your customer support agent. Begin with an overview and jump immediately into a single agent's profile to get an overview of their workload, stats, and launch directly into an agent's evaluation. Get the Freshdesk guide for customer service training. Restrict to specific time periods in a day: Select the time slot based on your requirements. Begin with an overview and jump immediately into a single agent's profile to get an overview of their workload, stats, and launch directly into an agent's evaluation. You can also change what language your portal supports here. Understanding Average Handling Time. You can make your pre-formatted replies even more personal, by inserting the requester's name, agent signature and ticket details using dynamic placeholders. You. Your customer will then be automatically notified and tickets can be re-routed to agents who are available. You need time to adjust to Freshdesk. How to set up Agent Shifts. Average Handling Time 3. Please note that shift timings that start during the day and end the next day ( eg: 9 PM to 5 AM) aren't. Navigate to Admin. Time requirement should be set for a short period, but ticket closure should be longer. This can be done by choosing the Visibility of the Canned Responses to All Agents ( Admin > Agent Productivity > Canned Responses > Edit ). With Advanced Ticket Scope, you can choose whether an agent needs to have edit access, or limited access, to tickets in certain groups. ) Scroll down to the Roles and Scope section, and click Associate roles. You can also use Freshcaller to route calls, based on agent availability, and also take notes while attending calls. Chatbots are available on all plans. Comparison of Freshdesk vs Royal Tickets In terms of Features. Service Task status is updated to “Resolved”. m. 2. These signatures can be inserted with a click of a button when composing several ticket replies. Sign up for early access here Introduce response SLAs. Service scheduling software—also called field service scheduling software—is a tool used by field service managers or supervisors to build optimized and flexible technician schedules that maximize agent efficiency and boost customer satisfaction. To be clear, Ticket Scope and Agent Roles are two different things in Freshdesk, but they can be used together to achieve want you want in terms of access control and permissions. Seamlessly create leads in Freshworks CRM from all your lead generation channels. Alt + Ctrl + Enter. Average Handling Time 3. Go to Admin > Team > Agent Shifts; Click on New shift Name the shift and choose the timezone that you want the shift to be based. New agents can be added only if the payment mode is online, that is, if the credit card information on file is valid for payment. Leading businesses are switching from a range of clunky legacy software to cloud-based customer experience software like Freshdesk, Medallia, Qualtrics, Adobe, and Clarabridge to stay flexible and agile. Contact Center. You can view a list of all agents in your Freshdesk. You will find the default flows: Hello, Welcome. Manage tickets received from different platforms in a single inbox. Allows users to try out the software for a limited period before making a purchase decision. Freshdesk Agent Guide. Click on New Agent Status. Getting Started With Freshdesk. We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. Scheduling Out of Office for agents. Once a service task is created and assigned to you, you will receive a notification on the Freshdesk mobile app. Click on Pencil Icon next to the agent’s name. 9, respectively. You can then create new SLA policies for each agent group to ensure their work timings are taken into consideration before assigning deadlines. Tickets aren't automatically assigned to an agent that's on leave. This way, agents have visibility on their customers’ past tickets and at the same time, workflows corresponding to. Freshdesk may temporarily disable access to your. Locate the agent you want to change and click on Edit, or click on New Agent if you're adding a new agent. Compartmentalize and manage your support team better with Freshdesk. Select the appropriate Business Hour from the drop-down; Next, add the agents you want to be part of this group from the Agents drop. Also dubbed as Estate, this tariff plan is jam-packed with a ton of different features that, frankly speaking, you won’t even be able to use every one of them. You’ll need the Pro plan or above if you want to: Bring Your Own Bot (Conversation APIs)Freshdesk offers a more flexible pricing structure, with various plans to choose from, including a free plan for small teams. By streamlining customer conversations from across channels, Freshdesk offers an easy way for agents to automate and manage customer conversations across channels from one page. This is resolved now. Notes: By default, the report displays data for the last 29 days. Social ChannelsWith Freshdesk, however, support agents must manually sift through the help center to find outdated information and make improvements. Freshdesk’s Omnichannel plans include all customer service channels. To associate a role to an agent, Login to your Freshservice portal as an administrator. How to install TMetric. Check out the best Help Scout alternatives in 2023. Understanding Average Handling Time. On the filter pane, under ‘Agents’, select the agent whose tickets you’d like to move and the time period. Checking recent helpdesk activity. No credit card required. No. You can categorize, prioritize and. You are a startup or small company needing free customer service software: Freshdesk offers a free Support Desk plan for up to 10 agents. When adding a role to a particular agent, remember to also set the. Start free trial. Freshdesk Zendesk; Lowest plan: $15 / agent / month: $55 / agent / month: Highest plan: $99 / agent / month: $249 / agent / month: Bots and AI: Native bots builder and free bot sessions are available in all paid plans: Bot flows need to be built via pricey third-party vendors. Managing support made easy Automate ticket assignment How to set up Agent Shifts. How to start a discussion on a ticket using Team Huddle? Login to your Freshdesk portal, head over to the Tickets tab and choose a ticket where you need help from another agent. Ticket Collaborators can get assigned/tagged to tickets, and add/edit private notes within their scope. You can invite two types of Collaborators to Freshdesk - Ticket Collaborators and Analytics Collaborators. Select from “Can View, Can Edit, Can Manage” to grant agents permission for. Multilingual capabilities and flexible business hours help cater to a wider customer base. Here is a quick rundown of all the Freshdesk apps mentioned in this article: Slack – an Freshdesk integration of a well known collaboration and communication platform. Freshdesk reviews claim there are several special features: 1. Here's how you can retrieve your API key: Login to your Freshdesk Account. Pricing of Freshdesk. You can ensure tickets are not assigned to agents on leave and. You can sort your agents based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst-performing agents. 11 Best Freshdesk Alternatives Estate: $49/month, billed annually. Checking recent helpdesk activity. Go to Admin > Team > Agent Statuses. e. However, using a global ticketing software like Freshdesk, you can effortlessly set up a global help desk for each product and manage multi-product support at scale. It is priced affordably and is life-time free for the first three agents. As a supervisor or a support manager, you can make effective decisions on agent count, agent shift timings, CSAT scores, etc. Yes, Freshdesk has a feature called Load-based ticket assignment, using which tickets could be assigned within a group, based on the current ticket load for an agent. g. 00 – $ 109. Under the Edit Agent page, you can change or. A quick guide to setting up a. Scheduled exports of events - AHT. Field Service Management: $15 per field employee, per month*. Distribute responsibility by creating shifts and agent rosters for different time. Trigger a webhook to create a service task. Understanding the Dashboard 1. Integrate your RingCentral account with Freshdesk and extend your omnichannel capabilities. They can also create and edit Problems and Changes. A solution for this would be to create a custom drop-down field. This integration enables companies to streamline and accelerate the service management process and deliver outstanding support from a unified window. Ticket Dispatch. A blocked schedule strategy acts similar to a. $15 per agent Freshdesk should do the majority of what I need versus Freshdesk $250+$30 any agent over 9; total cost being $5,400 annually vs. For example, you could have an on-call schedule for Database management mapped to the Database agent group. It is flexible enough that there are always enough people to provide 24/7 support Freshdesk offers a suite of robust collaboration features that facilitate swift teamwork on intricate issues and expedite resolutions. Setting up Agent Shifts in Freshdesk. The admin can navigate to an agent’s profile and 'Delete' the agent. Then you can assign different groups and the agents within them to function on specific business hours. The ticket volume trends report helps you understand the overall ticket load of your team. Freshdesk is an intuitive and powerful help desk ticketing system used by teams of all sizes to deliver fast and contextual support. Select the type of Private Thread based on where it is created or updated. ’. You can do this by going to Group Properties. Omnichannel customer support. Freshdesk is a SaaS customer support software that offers everything a business needs to deliver exceptional support. Supervisor: Includes all agent-related activities, access to reports, and the ability to configure data scoping. Viewing tickets 6. However, increasing agent engagement through scheduling is easier said than done. working in different shifts or time zones. Setting up Agent Shifts in Freshdesk. To add a new custom status: Log in to your Freshdesk account. Displays agent non-billable and billable hours with insightful reports. The Average Cost of a basic Help Desk Software plan is $20 per month. Under Workflows, click on Automations. A blocked schedule strategy acts similar to a dedicated staffing model, in which agents are assigned one channel per time slot. Navigate to Admin from the menu. This is achieved by turning every support ticket into a chance to score points. Login to your support portal; Go to Admin > Team > Business Hours; Click New business hours In Freshdesk, you can auto-assign incoming tickets to your agents if you’re on the Estate or Forest plans. Optimized scheduling consistently matches the supply of agents with demand, reducing stress and attrition. Setting up Agent Shifts in Freshdesk. You can also purchase additional add-ons, including Freddy Ultimate, Freddy Self. Average Handling Time 3. Field Service Management. Go to Admin > User Management (section) to start adding agents. Canned Response Suggester. Remote Desktop Support. Multiple products Up to 5 products Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues. Check your order summary, account, and billing information, and provide your credit card details to complete the payment. A quick guide to creating Service Groups in Freshdesk: Login to your support portal as an administrator. In Freshdesk, agents can converse via replies and/or public notes. Click on the Admin tab on the left panel > Team > Agents. Entire bot ecosystem is more complex and expensive. Here’s a quick overview of Freshdesk’s pros and cons. Click Save to save this agent’s roles. A quick guide to sharing reports: On the reports list page, click the report that you wish to share. Freshdesk Customer Service Suite allows your agents to collaborate across teams and stay on top of the. Replies are standard emails, similar to the emails you send from your mailbox. Built by Freshworks. Sign up for Freshdesk +1 (866) 832-3090 +1 (866) 832-3090 +91 (44) 6667 8040 +44 (800) 808 5790 +61 2. Prioritize, categorize, and assign tickets to the right agents and leverage the power of your entire organization to deliver customer delight. Availability on phone and browser. By default, the report displays data for the last 29 days. Access to customer information: An internal agent on Freshdesk can see the details of the customer for whom the ticket is raised. The agent phone number (along with the country code. All interactions between an end-user and a chatbot within 24 hours are counted as 1 bot session. The option to. Buy additional Freshbots session packs to engage with customers across channels seamlessly. The time taken is calculated based on the business hour that applies to each ticket. If you have signed up before Aug 9, 2021. Start your 14-day free trial. Easy and secure remote desktop access. 25 agents can solve that number if they serve 4 conversations at a time. 9% uptime SLA; 1-hour service level objective; Advanced security;Click on the Admin tab on the left panel > Team > Agents. A pop-up window will appear asking for your Freshdesk subdomain. 1. you can select the start time (hours & minutes) and end time (hours & minutes) for the days selected. Follow the steps below to add an agent to your Freshdesk account. Learn how to add and enable default and custom agent status for your Freshdesk account. Categorize, prioritize, and route tickets to the right teams by creating your own business rules. Your customer service team is integral to the success of your customer support strategy. Freshdesk follows a tiered pricing model, catering to all business sizes with diverse plans such as Free, Blossom, Garden, Estate, and Forest, each offering different features and benefits. Login to Freshdesk, an online cloud-based customer service software providing helpdesk support with all smart automation to get things done faster. For example, you could have an on-call schedule for Database. 5000 bot sessions/month. You need time to adjust to Freshdesk. To add a new agent, click the New Agent button in the top fold. Freshdesk offers a range of workflow automation features, including automations triggered by ticket creation and specific events, as well as time-based triggers on custom statuses. Guarantee 24*7 agent availability to address critical incidents. The agent can also see their tasks on the dashboard when they log into. The one who is going to be handling the various dimensions of the portal is called an "Agent. August, 7 2023. When a customer responds to an agent who’s on leave, Freshdesk recognizes if they’re temporarily available or if they’re away on a long break. New service task created. m. Start your 14-day free trial. You can be assured that customers get quick responses, no matter when they. Configuring Automations Save time and manual effort by automating mundane tasks in your helpdesk. Choose the Tickets tab and then Ticket Updates. #3. Using Freshdesk’s round-robin. Send the content in the text editor. Multiple business hours in Freshdesk allows you to create different sets of working hours and holidays,. Freshworks’ solutions met our needs in having a future-proof platform to support our customers and agents at all times. Using Config Name, give a unique name for this account’s integration with Freshservice. Rated 4. Managing Agent Schedules. By default, notes are added as Private. When you add an agent, you can choose to have them added as agents to your Freshcaller and Freshchat chat account by choosing the "Phone" and "Chat" under the Support Channels section. Types of Collaborators. Notes, on the other hand, can be either public or private. Zoho Desk has Guided Conversations and an ASAP plugin for self-service. Configuring Average Handling Time. In other words, a 24/7 support model ensures that a customer is able to get their issue resolved no matter what day or time it is. 3 key disadvantages of Freshdesk time tracking. Click on Edit next to the agent to whom you wish to transfer the account admin access. This is fixed now. Service task’s Product field is set as “TV”. Go to Admin > User Management (section) to start adding agents. Foster a customer-first work culture and ensure to train your reps. Method 1: Automatically assign every ticket in Round Robin. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service. Next to Default Business Hours, click on the Edit button. When planning scheduling and staffing across multiple channels, one option we recommend is a blocked schedule . You can also purchase additional add-ons, including Freddy Ultimate, Freddy Self-service, and Field Service Management. Keeping a tab on service performance metrics helps me identify if additional training is required to upskill any team member. Click on the Service Groups tab to view or create service groups. You can also search for individual agents, Virtual Teams or Virtual Orgs to review their performance as a group. Service scheduling software—also called field service scheduling software—is a tool used by field service managers or supervisors to build optimized and flexible technician schedules that maximize agent efficiency and boost customer satisfaction. For existing roles, these permissions will be enabled by default and if you are setting up a new role, you have to enable the permissions as required. Pricing details. Once this is done, you would be able to add Child Ticket Templates under this Parent Ticket Template. You can prevent agents from manually assigning tickets to an agent that's on holiday by using an automation rule that runs on ticket updates. Agent shifts: SLA MANAGEMENT:. Thu, 13 Jul, 2023 at 6:33 PM. Opens the 'Send' dropdown in the text editor for applying a Status change (Example: 'Send and Set as Pending') w. Make sure you have the right bot version selected from. Omnichannel. Go to the Admin > Team > Groups. The optimal number is 5 as it’s a concurrent limit - by. The ticket status is displayed in the sidebar. Freshdesk includes features like Ticket Management, Agent Shifts, Agent Scripts and Email Bot. Users can avoid reassigning tickets by sharing ownership with the agents involved. No strings attached. Please navigate to Admin > Workflows > Ticket Fields. LiveAgent Help Desk Software (1542 Ratings) 88% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Note: Please make sure that all mandatory fields for closing a ticket are filled before the status is changed to 'Waiting on 3rd party'. Integrations in Freshdesk Extend the functionality of your helpdesk with ready-to-use integrations or even build your own to suit your needs. Freshdesk Support Desk. All interactions between an end-user and a chatbot within 24 hours are counted as 1 bot session. The more points that the agents score, the higher they move up the leaderboard, the more trophies they win and the greater the bragging rights. Displaying plans. Displaying plans. Freshdesk, created by Freshworks, is consistently regarded as Zendesk's main direct rival. You can open the Notification Center by clicking on the bell icon in the navigation bar. They offer various pricing plans to suit different needs. Add attributeFreshdesk Delight customers and agents with effortless service and support Freshdesk. You can use the Freshchat widget to deploy your bots. Click on the Discuss button in the navigation pane at the top or at the bottom of the ticket and @mention your teammate to invite them to the discussion. The validity of the sessions purchased aligns with your payment cycle. Navigate to Admin from the menu. The common signature would be placed on top of the individual. dhanasekaran 3 years ago Hello Aliha, While providing support to customers who are spread over. Easy to use. Go to Admin > Agents and delete the agent. , based on the load insights. Freshdesk Support Desk. Help your team perform better with agent-assist bots and canned responses for common issues. Pros: The shifts and hours of work are distributed uniformly Agents can plan their personal events in advance. Configuring Automations Save time and manual effort by automating mundane tasks in your helpdesk. Freshdesk pros and cons. Extend your helpdesk’s capabilities by connecting with different platforms like CRMs, billing tools, payment solutions, and other internal and third-party tools. Go to the Admin > Team > Groups. Freshworks Customer Service Suite (overall score: 9. A quick guide to creating a new Team Dashboard: Login to your Freshdesk account as an Admin/Supervisor. How to set up Agent Shifts. It will be enabled by default. Custom Objects 9. Here you can see the list of default and custom statuses available. With remote support software like Freshdesk, you’ll be able to configure separate location-specific business hours, plan agent shifts, and map them to respective agent groups. Navigate to Admin from the menu. You can also search for individual agents, Virtual Teams or Virtual Orgs to review their performance as a group. The Enterprise plan offers everything from the previous plans, plus Skill-based Routing, Sandbox, Audit Log, Knowledge Base Approval Workflow, Agent Shifts, Email Bot, and more. Freshchat AI-powered bots and live chat and across every. Understanding Average Handling Time. Email collaboration. However, SD agents cannot delete Changes, Problems or CIs/Assets. Drag and drop the 'Drop-down' field, enter the multiple choices and choose the desired settings where you could display it to the customer and give. Freshdesk Agent Guide A comprehensive guide to Freshdesk, for agents. Once done, click Add. Day Workers and Night Owls: If you have special teams that rotate your 24x7 support center by jumping in at different shifts, you might want to set. Categorize, prioritize, and route tickets to the right teams by creating your own business rules. FOLLOWERS 12,918 21,592 65,000 8,960. . $100 for 1000 Freshbots sessions. Soi think it will be very-very comfortable and great if in Freshdesk administrators and user can see the similar visual calendar like this. And you’re done!13 Best ticketing tools for you to consider in 2023. Restrict specific file types while sending and receiving ticket responses. Combing through the entire feature list, we immediately gather that the free account doesn’t offer a lot. You can directly jump to a ticket, customer, or agent by clicking on the corresponding link in. Under Account, select Plans and Billing. $0. Go to Admin > Team > Roles > New Role, and enter a name and description for this role. Navigate to Admin from the menu. Support consultants can help each other and make sure they answer all. This article gives you detailed information on the various metrics available in Freshdesk Analytics and. Under Team, click on Agents. After installing the Freshdesk app from the Zoom Marketplace, access the 1:1 Freshdesk app channel in the Zoom chat client. Top Apps for E-commerce. Agent A's status is available when they log out. Powered by Freshdesk, Exabytes’ helpdesk software streamlines your customer conversations and issues, keeps them in one place, and automates repetitive tasks. It unifies conversations from email, phone, web widgets, chat, and social media to help agents resolve issues across channels smoothly. Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers. They range from $29 monthly per user for the basic plan to $99 monthly per user for the Enterprise plan. Under Team, click on Groups. Comparison of Freshdesk vs Happyfox Helpdesk In terms of Features. MantisBT Bug Tracking Software (170 Ratings) 96% The SW Score ranks the products within a particular category on a variety of parameters, to. If more than one agent handled a ticket, you can see the time spent by each agent. $18. Login to your Freshdesk account as an administrator. Sandbox, audit log, agent shifts, IP whitelisting, and additional capabilities in addition to everything in the Estate plan. Scheduling Out of Office for agents. Setting up Agent Shifts in Freshdesk. A alihamughal693 What can I do with agent shifts? SLA and CSAT A aarthy. Configuring Average Handling Time. The First Step • Email and notifications • Agent and group creation Email and notifications Any email sent to the primary support address gets automatically converted into a Freshdesk ticket.