Freshworks named a Strong Performer in the Forrester Wave™: Enterprise Service Management, Q4 2021 Access Report

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Not Taken

Ability to view or control the "Do-Not-Disturb" status for agents

We currently utilize the round-robin/auto ticket assignments for our groups of agents. We really like the feature and the ability for agents to turn on and off their availability to receive new tickets with the toggle in the upper right:

However, we would like the ability to see in real time what agents who are or are not available to received auto assigned tickets. What I'm getting at is, if agents abuse the ability to turn off incoming tickets, we would like the ability to report on this.

Thanks in advance!

16 people like this idea

This is a must have people. WE need some sort of audit report for logged hours maybe.

4 people like this

Agreed, this is a critical metric that would be extremely beneficial for managers to review. Any word on this Freshservice Support?

1 person likes this

We don't have this on our roadmap at the moment. We'll pick this up at the next available opportunity.

1 person likes this

Just adding a "me too" to this.  We'd very much like this feature.

this is needed from a management perspective, being able to take an agent out of the assignment queue for a day if they call out sick or something is a much needed feature.

Why was this not taken?
this is crucial feature that a lot of people would need in their daily business.

We desperately need this - as there is zero reporting today.

I an see where large teams would benefit from this.

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