We are excited to introduce the launch of our new Freshworks Customer Service Suite — an all-in-one, AI-first, omnichannel solution. This Suite combines conversational support and ticketing capabilities, powered by generative AI, to deliver outstanding customer and agent experiences. If you are a Freshdesk Omnichannel customer and want to learn more and experience the new Freshworks Customer Service Suite, please write to firstname.lastname@example.org.
This feature is available as an Early Access Program (EAP) for Pro and Enterprise Omnichannel customers only. Refer to this post for more details.
With Custom agent status, admins/supervisors can get complete visibility into how agents are spending their time when they’re unavailable to assist customers. This makes planning for workforce management much easier and helps evaluate agents better.
An agent’s status determines if they are available for Automatic Ticket Assignment. Only an agent who is ‘Available’ will be assigned issues.
Freshdesk Omnichannel provides a set of default and custom agent statuses. An admin/account admin can enable/disable a custom status, whereas default statuses cannot be toggled.
The default and custom statuses will be displayed to all agents in an account. When you disable a custom status, it will not be available for agents to choose from. Check out Setting your Availability Status for more details.