Every ticket that an agent handles/resolves can help him/her gain points. The number of points to be awarded to agents can be set by the Admin under Admin > Helpdesk Productivity > Arcade > Arcade Settings.


The agent will receive 4 trophies based on different criteria.

  • Most Valuable Player - Agent with maximum Overall points this month

  • Customer Wow Champion - Agent with maximum Customer Satisfaction points this month

  • Sharpshooter - Agent with maximum First Call Resolution points this month

  • Speed Racer - Agent with maximum Fast Resolution points this month


For more information, visit the article below:

https://support.freshservice.com/support/solutions/articles/183566-improving-it-performance-using-freshservice-arcade