What can I do with agent changes?
We are launching Agent Teams to help you manage your team's schedules right in Freshdesk. This is our first step in helping you move away from your Excel sheets to understand the different times and time zones in which your teams work.
During the Early Access phase, with agent changes, you will be able to:
Set up your team's schedules and make sure their availability for automatic ticket allocation is turned on at the start of the shift and off at the end of the shift.
Allow your agents to mark their absence schedules.
Set up automations to make sure your customers' responses are never missed when agents are unavailable or out of the office.
Is this relevant for my Freshdesk?
The Agent Team Early Access Program is available to existing customers in Freshdesk's Forest plan using the automatic ticket assignment feature.
Once you have registered, we will contact you by email and add your account to the EAP list. We will work with you to get your feedback on how the feature is working for you, and to fix any bugs you might notice, ahead of a wider rollout of the feature.