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Forward/Reply Time

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Record the First Response Time (FRT) to a ticket that’s been forwarded to speed ticket resolution.
Published by Freshworks(about 4 years ago)
Free
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60
Version History
Version 3.0
Supported for
freshworks iconFreshdeskfreshworks iconFreshdesk Omni
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
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OverviewRatings and ReviewInstallation InstructionsPrivacy & Security
Installing the Forward/Reply Time app for Freshdesk helps businesses gather useful metrics for enhancing their customer service. ​ Every time a ticket is forwarded to an external entity, this app notes the time it takes for that entity to respond to the ticket. In addition, duration of the response is captured in real time every time that ticket is forwarded thereafter and appended to the same field. ​ Businesses that rely on partners or external vendors to resolve their customer complaints stand to benefit most from this app.
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Fill in the mandatory field to install the app Account URL: Enter the Hosting URL which is present in the Freshdesk account URL Ex: https://domain.freshdesk.com API key: Enter the Freshdesk API key, Here's how you can retrieve your API key: Login to your Freshdesk Account Click on your profile picture icon on the top right corner and select Profile Settings On the right pane, you will find the API Key Copy-paste this as required to authenticate third-party solutions Once the Fresdesk API details are entered, you will be able to set up your preferred app settings. Create two new custom field one is forward time and another one is for reply time capture and enter the field id into the respective app settings field
The information listed below is provided by the App Developer Partner pertaining to the data privacy policies of the latest app version available on the Freshworks Marketplace. The App Developer Partner is solely responsible for the accuracy of the information provided.
What is End-User data?
Any information that is generated or provided by individuals while using your apps in connection with Freshworks products.
Data Management and Storage
Does your app use AI or GenAI features?
NA
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
NA
Does your app collect / process any End-User data?
NA
Does your app store any End-User data?
NA
Does your app share End-User Data with any third party entities?
NA
Does your app transfer European Economic Area (EEA) residents’s End-User Data outside of the EEA?
NA
Can the End-User data be exported?
NA
Can End-User data be accessed through your app logs?
NA
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
NA
Does your app allow customers to request a custom End-User Data retention period?
NA
For more information related to privacy and security, reach out to developer support
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Version HistoryVersion History
3.0 (March 2021)
No release notes found
2.0 (July 2019)
No release notes found
1.0 (September 2021)
No release notes found
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