FAB 5: Automate your agent workflows with these apps from the Freshworks Marketplace
We are back! In our last blog, we introduced you to 5 apps that help drive agent productivity, in this blog we continue with apps that not only help you drive agent productivity but also help in time tracking, bots, and automating workflows.
1) Auto start timer:
When planning to provide world-class customer service, the time spent by your agents in resolving tickets becomes a very important metric to measure. With the “Autostart timer’ app, keeping track of the time taken to resolve a ticket is now easier than ever. Customize the timer start and stop status based on your business workflows. You can also flag timer entries as billable or non-billable. Provide timely and fast customer resolutions with Auto start timer. Check out this app from the Freshworks Marketplace now.
2) Auto ticket merger:
When you have multiple tickets to manage and resolve at any given time, it is necessary to reduce or eliminate redundant tickets. With the Auto ticket merger app now you can merge two or more tickets raised by the same customer in a short span of time. All tickets are merged with the first ticket and the subsequent tickets are automatically closed to reduce redundancies. Check out the Auto ticket merger from the Freshworks marketplace.
3) Signature management app:
Email signatures are still one of the best ways to put a professional touch on your emails. When it comes to email replies to customer tickets, it is not different. With the Signature management app, you can customize and use multiple email signatures with just one click. Not only this, but you can also configure them based on the group or product. You even have an option of selecting from some of the most commonly used placeholders for the email signatures making it easier for you to decide on the details you want to show. Check the Signature management app on the Freshworks Marketplace.
4) Set ticket field options:
If you equip your agents with dropdown menus to solve tickets, you may want to try out the Set Ticket field options’ app from the marketplace. With this app, you as an admin can restrict the options your agents get in a dropdown based on certain set conditions. With different conditions, the drop-down options changes. This is an easy way to ensure that support workflows are improved and agent mistakes are reduced to a minimum. Check out the app from the Freshworks Marketplace.
5) Remove Quoted Text:
If you have experience using Freshdesk as your customer service portal, you might already know what quoted text is. If not, it’s basically a function that stores specific ticket conversations within Freshdesk. If you manage multiple conversations for your tickets, an expanded quoted text by mistake can become quite a lengthy affair. With the ‘Remove Quoted Text’ app, you can enable auto removal of the quoted text from the agent’s reply tab, so that long ticket threads are hidden. A simple but effective way to give your agents a clean UI to work on. Increase agent productivity by getting this app from the Freshworks Marketplace.
Experience better agent productivity and an improved customer experience with these apps from the Freshworks marketplace. Want to learn about more such apps? Check out Part 1 of the agent productivity app blog series where we covered 5 other such apps that help enhance agent productivity.
If you are intrigued with the above apps, we have more than 1100 apps for you to check out! All these without you breaking the bank on numerous other tools. Delight your customers with the combined power of Freshdesk and the Freshworks Marketplace.
Check out the Freshworks Marketplace today!