Record the First Response Time (FRT) to a ticket that’s been forwarded to speed ticket resolution.
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.
Fill in the mandatory field to install the app
Enter the Hosting URL which is present in the Freshdesk account URL
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