The Recent activities list at the top right corner of the Dashboard shows you a timeline of activities on new tickets submitted to your helpdesk, as a right slider panel. The new ticket form will be displayed. Right from ticket access to shift hours, every factor can be customized on both group and individual basis. Under Workflows, click on Automations. Field agents can use cases – Freshdesk’s Android or IOS app to log or add notes from the service area without the hassle. However, SD agents cannot delete Changes, Problems or CIs/Assets. You can use the Freshchat widget to deploy your bots. When an agent is unable to solve a customer’s query, they might need to transfer the call to another agent with the expertise to address that query. Select the appropriate Business Hour from the drop-down; Next, add the agents you want to be part of this group from the Agents drop. We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. You can create a new service group by clicking on the New Group button on the top fold. Omnichannel. Collaborative Ticketing and AI for Exceptional Customer Experience. In Fall of 2022, three new features have been added to Agent Shifts: The option to highlight Missing hours of coverage on the schedule created. The default agent groups available are listed. Agent - The name of the agent who had the bot conversation. Freshdesk, created by Freshworks, is consistently regarded as Zendesk's main direct rival. This on-call schedule could have two shifts – one to cover weekends, and the other for weekdays. Multiple products Up to 5 products Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues. Restrict specific file types while sending and receiving ticket responses. The cloud-based helpdesk software Freshdesk was founded in 2010 by Girish Mathrubootham, as an alternative to Zendesk. Easily manage agent shifts across time zones; Assist bot; Email bot; Audit. $100 for 1000 Freshbots sessions. Each team dashboard can have the following. If you are paying offline, then you can send an email to billing@freshworks. When your agents are away from the browser during call hours and if they still want to be able to take calls, they can use the “Take calls on mobile” option. It will be enabled by default. By automating these repetitive, mundane tasks, support agents have more time and mental space to focus on delighting customers. By default, the report displays data for the last 29 days. Follow the steps below to add an agent to your Freshdesk account. Freshdesk Delight customers and agents with effortless service and support Freshdesk. Powered by Freshdesk, Exabytes’ helpdesk software streamlines your customer conversations and issues, keeps them in one place, and automates repetitive tasks. Understanding the Dashboard 1. Choose the best plan for your business needs and improve your customer support today. The ticket status is displayed in the sidebar. Quick steps to raise a ticket from the agent portal: Log in to the Agent portal. Freshdesk is another multi-channel help desk software tailored for small to medium-sized businesses. Note: Please make sure that all mandatory fields for closing a ticket are filled before the status is changed to 'Waiting on 3rd party'. Under the Agent Type field, you can choose the type of agent you wish to add. Log into your helpdesk as an Admin. You can add as many agents to your FreshDesk account based on your purchased user licenses. ’. In particular, here you can compare Orbital Shift (overall score: 7. The all-in-one solution, boosted with generative AI Customer Service Suite. Day Workers and Night Owls: If you have special teams that rotate your 24x7 support center by jumping in at different shifts, you might want to set definite working hours for each group. A quick guide to setting up a. This ensures tickets get handled in a timely manner and with greater customer satisfaction. From here, name the dashboard, indicating whether it will be visible to all agents or agents in a group (e. With Advanced Ticket Scope, you can choose whether an agent needs to have edit access, or limited access, to tickets in certain groups. Optimize ticket management. For example, if you are triggering an API as part of a dialog to create a ticket in Freshdesk and store the ticket ID as part of API parameters, you can use the 'Trigger API' action to fetch the ticket ID from the API parameters and show it to the agent in the bot conversation. Scheduling Out of Office for agents. " – Robert Everett. Understanding the Dashboard 1. This will ensure they are automatically converted to Shared agents during Freshdesk-Freshsales integration. Agent Shifts Freshdesk Freshdesk is a customer assistance and helpdesk system developed to help businesses handle and enhance their customer support operations. The Freshdesk mobile app is designed to make it easier for agents to handle tickets coming into their helpdesk. All your data and configurations will remain intact. It is an affordable way to implement intuitive ticketing, advanced automation, seamless self-service capabilities, and much more at affordable pricing. Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. Login to Freshdesk as an Administrator. All features in the Garden plan, plus round-robin routing, dynamic ticket forums, portal customization, and more. 5000 bot sessions/month. ’. A blocked schedule strategy acts similar to a dedicated staffing model, in which agents are assigned one channel per time slot. You may also look at their particulars elements, like tools, plans, costs, terms, etc. Using a help desk allows your support team to offer the best possible service experience to your customers. Freshdesk Delight customers and agents with effortless service and support Freshdesk. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service. To add a new custom status: Log in to your Freshdesk account. and should not be assigned cases an hour prior to the end of their Shift, which is 3:00 p. 2. What is better Orbital Shift or Freshdesk? If you’re having a tough time deciding on the best Project Management Software product for your company, it’s a good idea to compare the available software and determine which service offers more benefits. Notes: By default, the report displays data for the last 29 days. The Freshservice Discovery Agent can be installed on all your Windows, Mac and Linux machines. Additionally, teams can divide and conquer. It is priced affordably and is life-time free for the first three agents. It’s equipped with powerful features and capabilities that you can use to offer outstanding customer support while driving agent productivity and saving time and money. Start free trial Get a Demo All features Collaboration COLLABORATION. Freshdesk: Pros. Click on the ‘more’ icon against an agent and select deactivate from the dropdown. We have recently refreshed our branding across our offerings and. Right after implementing Freshdesk, Alice eliminated the need for agents to choose the tickets they would work on. 8 and 8. 3 key disadvantages of Freshdesk time tracking. Detect and avoid multiple agents duplicating work on the same support ticket. Automate and collaborate to enhance team productivity. . Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues. This is resolved now. Freshworks Customer Service Suite (overall score: 9. Schedule adherence is an agent performance metric that measures the overlap between when a call center agent is scheduled to work and when they actually work. Jokes aside, though, with this plan, you get access to things such as ticket. You can also purchase additional add-ons, including Freddy Ultimate, Freddy Self-service, and Field Service Management. Freshservice Modern. Freshdesk also helps businesses to collaborate better across the globe and enables more efficient business processes for better customer experiences. You can open the Notification Center by clicking on the bell icon in the navigation bar. After installing the Freshdesk app from the Zoom Marketplace, access the 1:1 Freshdesk app channel in the Zoom chat client. Setting up Agent Shifts in Freshdesk. Your customer will then be automatically notified and tickets can be re. Custom Roles Provide or restrict access to your agents at granular levels. Powerful and feature-rich apps engineered by Freshworks. You can also search for individual agents, Virtual Teams or Virtual Orgs to review their performance as a group. You can view a list of all agents in your Freshdesk. Click on Update agent to save the. working in different shifts or time zones. As a Freshdesk preferred partner since 2014, and we have helped hundreds of companies delight their customers with best-in-class customer service. Go to Admin > Team > Agents to add a new agent (or hover over an existing agent in your list and click Edit . These signatures can be inserted with a click of a button when composing several ticket replies. The admin can navigate to an agent’s profile and 'Delete' the agent. Under Team, click on Agents. Here is a quick rundown of all the Freshdesk apps mentioned in this article: Slack – an Freshdesk integration of a well known collaboration and communication platform. Freshdesk Agent Guide. Let me tell the use case here Agent Shift App: - Front End - Full Page App Need to import a CSV file which contains all elements required for post request of creating agent shifts. 01. Reach out to your Freshdesk account manager or write toThe Freshservice tiers are Blossom, Garden, Estate and Forest, and they range from $19 per month per agent to $99 if billed yearly. This name is only for your reference to manage your integrations with multiple zoom instances. Average Handling Time 3. When planning scheduling and staffing across multiple channels, one option we recommend is a blocked schedule . An email forwarded to the helpdesk by an agent gets created as a ticket with the original. This will include status changes, ticket assignments and even, agent replies. Buy additional Freshbots session packs to engage with customers across channels seamlessly. You could click on the "Shift" key and simultaneously click on the Close option. No. Thumbnail-01 (4). Quick guide to changing an agent's ticket scope. Agents can also schedule work hours according to their local times by setting multiple. When the app goes into quiet mode, it will be indicated with an icon on the profile picture. Green: Auto-assignment & availability toggle present for the agent, availability is ON This will ensure they are automatically converted to Shared agents during Freshdesk-Freshsales integration. , the agent to whom calls were transferred). Displays agent non-billable and billable hours with insightful reports. Click Cancel to undo your changes. The ticket volume trends report helps you understand the overall ticket load of your team. Navigate to Admin. Ticket Volume Trends Report Print. Create leads with ease. Select Agents. Agent shift settings couldn’t be turned off by an admin with occasional agent access and this is fixed now. Overview of Custom Objects in Freshdesk. Getting started Set up your account, configure support channels, customize your portal to reflect your brand and more. Choose Team and then click on Agents. Article Suggester. Extend your helpdesk’s capabilities by connecting with different platforms like CRMs, billing tools, payment solutions, and other internal and third-party tools. Enter the status name and select a matching emoji. The basic plans lack important features, such as skilled-based ticket routing, custom reports, customer roles, agent shifts, and more. Setting up Agent Shifts in Freshdesk. Typically, an agent reply template has greetings and signatures, so agents needn’t spend time on them but instead concentrate on solving the issue. Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion. Custom Roles Provide or restrict access to your agents at granular levels. Here’s a quick overview of Freshdesk’s pros and cons. With 20 agents working across shifts, Freshdesk was able to give Alice visibility into its overall customer support process and its agents a smarter way of managing the ever-increasing ticket-load. Freshdesk stands out among the customer service CRM software crowd thanks to its. You can sort your agents based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst-performing agents. Freshworks . Freddy AI Beta - Now for Pro and Enterprise Freddy Copilot and. Your customer will then be automatically notified and tickets can be re-routed to agents who are available. This would close that particular ticket, without sending out the default notification for when "Agent Closes a Ticket", to the requester. You can check back here to see what's new. Open the dialog where the handover should happen > Actions > Assign to an agent; If you are using the Freshchat widget. Freshdesk engages in more meaningful conversations every day, across every channel, with every customer. Freshservice Modern furthermore intuitive IT and business team. When an action is performed by. Learn more about Admin Roles, Assuming Identities, and Deleting Agents here. 11 Best Freshdesk Alternatives Estate: $49/month, billed annually. An agent's functionality depends on the expertise, the level of support the agent can deliver, and the degree of the role assigned. Setting up Agent Shifts in Freshdesk. Average Handling Time 3. Now, the agent, to whom you've assigned the task, will be notified via email. Configuring Automations Save time and manual effort by automating mundane tasks in your helpdesk. Involved any of these events: Reply is sent. Replies are standard emails, similar to the emails you send from your mailbox. No strings attached. Understanding the Dashboard 1. Setting up Agent Shifts in Freshdesk. Once done, Select the different ticket properties. $10,560 annually. Running a customer service BPO can be labor-intensive. Agent shift feature got displayed in newly signed up accounts even though the account wasn't supposed to. 66% of Help Desk Software offer a Free Trial. Between Jitbit and Freshdesk, I think I'll have to go with Freshdesk. Service Task status is updated to “Resolved”. Setting up Agent Shifts in Freshdesk. The Support Desk pricing plan starts for free and ends up at €95 per agent per month (annually €79). Categorize, prioritize, and route tickets to the right teams by creating your own business rules. You get everything from all previous plans and plus sandbox, unlimited products, agent shift management across time zones, bots for emails and assistance, audit log, skill-based. Access to customer information: An internal agent on Freshdesk can see the details of the customer for whom the ticket is raised. Support Desk plans range from $0 monthly for teams of ten or less, to $79 monthly per agent for the Enterprise plan. Click on New Agent Status. A solution for this would be to create a custom drop-down field. Notes, on the other hand, can be either public or private. Manage tickets received from different platforms in a single inbox. The time taken is calculated based on the business hour that applies to each ticket. Please follow the below steps to set up agent reply templates in Freshdesk. 9% uptime SLA; 1-hour service level objective; Advanced security;Click on the Admin tab on the left panel > Team > Agents. Go to Admin > Team > Agent Shifts; Click on New shift Name the shift and choose the timezone that you want the shift to be based. It is an affordable way to implement intuitive ticketing, advanced automation, seamless self-service capabilities, and much more at affordable pricing. Agent shifts. Pricing of Freshdesk. Empower your agents with. Zendesk, on the other hand, is a bit expensive but it also offers more advanced features in its higher-tier plans. On top of that, in Freshdesk, agents have to learn three different interfaces for omnichannel service: Freshdesk for email and web submissions, Freshchat for chat and. Viewing tickets 6. However, certain drawbacks of Freshdesk time tracking may make the app unsuitable for your business. You can follow one of the below two methods based on the volume of tickets. Don’t simply buy the software with. They can create and delete. Our customers realize service productivity gains in under 3 months and innovate faster with the NEO platform. Find the default automation rule ‘Automatically assign ticket to first responder. On the filter pane, under ‘Agents’, select the agent whose tickets you’d like to move and the time period. To add a new agent, click the New Agent button in the top fold. Choose the plan you're on, which displays the number of agent seats. Update the email address to a placeholder email address say, xyz@example. The common signature would be placed on top of the individual. 4. Click Add agent status. ) Conversation details page: Click on any conversation card from the list to view the actual conversation between the bot and the agent. Each tier is based on a “pay per agent per month” model, allowing flexibility and scalability as the business needs evolve. Click on the ‘ Multilingual ’ icon from the right navigation bar. The Assignment Hours take into account that Agents on the East Coast have a lunch break from 10:00 a. com. Email Channel Use your email channel to its full potential with all the information you need about email ticketing in Freshdesk. ‘Apply’ the filters for the list to update. Omnichannel customer support. Sign up for Freshdesk +1 (866) 832-3090. Agent. Engaging and empowering agents with self-service via their smartphones empowers agents to manage their work/life balance. Any email that is added to a Freshworks product as an agent will have a Freshworks profile. Manage agent load and set the assignment preference for tickets. Field Service Management. m. Seamlessly create leads in Freshworks CRM from all your lead generation channels. Compare the top 5 Hubspot Service Hub alternatives. When support agents are rushed to close tickets, they may not enter all required information. Setting up Agent Shifts in Freshdesk. Comparison of Freshdesk vs Happyfox Helpdesk In terms of Features. Agents and requesters can use their settings to receive email notifications when a ticket is created or acted upon. Choose what level of access you want to provide - global, groups or restricted. Workflows can be customized and automated, which helps agents focus on delivering exceptional customer service. Start free trial. To add a new agent, click the New Agent button in the top fold. Average Handling Time 3. absent, late, or partially absent based on their allotted shifts and time tracking data. Go to Admin > Team > Groups, and click Edit next to the group you want to modify. The Freshdesk app will respond with a message containing a link to set up your account with Freshdesk. Here you can see the list of default and custom statuses available. You can’t set up and have your agents solving tickets in a few minutes. You can directly jump to a ticket, customer, or agent by clicking on the corresponding link in. Under Account, select Plans and Billing. Freshdesk lets you put the fun back into customer support by gamifying the entire support process via the Freshdesk Arcade. Integrations in Freshdesk Extend the functionality of your helpdesk with ready-to-use integrations or even build your own to suit your needs. Go to Admin -> Apps -> Microsoft 365 and install the App. The New ticket created notification email can be set to be sent to agent(s) whenever a ticket is created in your Freshdesk Account under Admin --> Workflows --> Email Notifications --> Agent Notifications -->New Ticket Created. Mon, 8 Aug, 2022 at 1:21 PM. A quick guide to sharing reports: On the reports list page, click the report that you wish to share. Email Bot. Users can avoid reassigning tickets by sharing ownership with the agents involved. /agent/month, billed monthly. Checking recent helpdesk activity. You can’t find team dashboards, social signals, chatbots, customer roles, or agent shifts. Select all the tickets on the page, click ‘Bulk update’ and select ‘Group. Keep track of your team’s different shifts right from Freshdesk. Your customers cannot use the mobile app to check the status or respond to their tickets. You can also purchase additional add-ons, including Freddy Ultimate, Freddy Self-service, and Field Service Management. They also have no control over Releases. $115 /agent/month, billed monthly. As a supervisor or a support manager, you can make effective decisions on agent count, agent shift timings, CSAT scores, etc. Alt + Ctrl + Enter. If your account has more than one workspace: To modify global workflows, navigate to Admin > Global Settings > User Management > Agents. In Freshdesk, agents can converse via replies and/or public notes. As an Administrator, you can change other agents’ email address by following the steps below, Navigate to Admin from the menu. Here you can see the list of default and custom statuses available. Click on the Edit option next to the required agent name. Select the type of Private Thread based on where it is created or updated. Agent availability period: 8 hours Average conversation duration: 12 mins Concurrent conversations: 4 Based on this, we can estimate that: You’ll receive 1,000. , based on the load insights. Here, you can examine the parallels and disparities between Freshdesk (overall score at 9. Agent Shifts Email Bot; Auto Triage; Collaborators (up to 5000) Thank You Detector; Social Signals; Solutions Suggester; Agent Assist Bot; Canned Response. When you delete an agent from Freshdesk, all tickets assigned to that agent will automatically become unassigned and the agent would be converted into a customer in your Freshdesk Account. When a customer responds to an agent who’s on leave, Freshdesk recognizes if they’re temporarily available or if they’re away on a long break. Social ChannelsWith Freshdesk, however, support agents must manually sift through the help center to find outdated information and make improvements. Navigate to Tickets list view page from the menu. LiveAgent Help Desk Software (1542 Ratings) 88% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Check all roles that you want to assign to this agent. Pros: The shifts and hours of work are distributed uniformly Agents can plan their personal events in advance. Learn more here. The SD (Service Desk) Agent : This is the basic role you can assign to your IT support agents. The validity of the sessions purchased aligns with your payment cycle. This is an icon with an arrow pointing downwards found in the "Drag and Drop field. Reporting and Analytics Make data-driven decisions using insights you can derive from detailed. Getting Started With Freshdesk. Multiple products Up to 5 products Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues. Using a custom support URL and pointing the CNAME. Type your URL in the address bar, hit enter and select Login. To get started, create a TMetric account and then follow these steps: Log into your TMetric account and click on the ‘Integrations’ tab in the left sidebar. Configuring Automations Save time and manual effort by automating mundane tasks in your helpdesk. Streamline interactions with advanced ticketing system. Set the maximum number of tickets per agent by selecting a value from 1-100. It converts customer inquiries from various channels, such as email and social media, into tickets, which can then be assigned to support agents. When integrated with Zapier, a few Freshdesk tickets field values were not populated in Zapier. Under the Edit Agents page, choose the Occasional Agent radio button as the Agent type. Click Add agent status. Click on the Service Groups tab to view or create service groups. Freshdesk helps you work together with team members from across the company to provide quick and consistent answers to your customers. Agent A's status is available when they log out. Using Freshdesk’s round-robin. With remote support software like Freshdesk, you’ll be able to configure separate location-specific business hours, plan agent shifts, and map them to respective agent groups. Customer issues, whether simple or complex can be resolved effectively across teams. Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers. Your team might require a Freshdesk demo and additional training. Thus, if you are looking for a customer support solution, you can consider. Click on the Edit option next to the required agent name. telephony-first customer support. You can also purchase additional add-ons, including Freddy Ultimate, Freddy Self. These agents can perform all agent related activities and access reports, but cannot access or change configurations in the Admin tab. Freshdesk is a software designed to make helpdesk and ticketing effortless. Please navigate to Admin > Workflows > Ticket Fields. Quick guide to changing an agent's ticket scope. Go to Admin > User Management (section) to start adding agents. Right after implementing Freshdesk, Alice eliminated the need for agents to choose the tickets they would work on. Scheduling Out of Office for agents. 8; user rating: 100%) vs. Field Service Management or FSM helps businesses record issues that require field technician visits, manage shifts for field teams, schedule appointments with customers, share customer information across teams, and solve problems in person. Royal Tickets is known for functionalities like Configurable Workflow, Password Management, MIS and Reporting & analytics. For example, there could be a weekday shift, a weekend shift, APAC shift, North America shift, or North America weekday shift. Freshdesk has event and time-triggered automation, while Zoho Desk and Zoho Desk alternatives have SLA violation automation. dhanasekaran 3 years ago Hello Aliha, While providing support to customers who are spread over different time zones, managing and updating the agent's schedule would be quite difficult. Tue, 12 Jan, 2021 at 7:36 PM. Free - $0 (unlimited free agents) Growth- $18/agent/month billed monthly or $15/agent/month billed yearly. Respond to customers faster. Except for single-sign-on, help center, basic ticketing and collaboration features. Select Agents. Agents are the persons who handle tickets and work with customer problems. In Freshdesk, agents can converse via replies and/or public notes. You can’t set up and have your agents solving tickets in a few minutes. Understanding the Dashboard 1. Multilingual capabilities and flexible business hours help cater to a wider customer base. Productivity ratings. Begin with an overview and jump immediately into a single agent's profile to get an overview of their workload, stats, and launch directly into an agent's evaluation. A service scheduling application is commonly used by service businesses such as plumbing, pest. 4. Here’s a quick overview of Freshdesk’s pros and cons. Provide superior support to your E-commerce customers. Begin with an overview and jump immediately into a single agent's profile to get an overview of their workload, stats, and launch directly into an agent's evaluation. Go to Admin > User Management (section) to start adding agents. Hit ‘Yes, deactivate’ if you would like to confirm deactivation. Restrict to specific time periods in a day: Select the time slot based on your requirements. For fast growth, this plan starts at $15 per agent per month billed annually, or $18 per agent per month billed monthly, and includes everything in the free plan and more. Fill in the other details and click ' Submit ' to create the ticket. Intuitive, industry-leading support for growing businesses. Foster a customer-first work culture and ensure to train your reps. We studied ticket traffic and time of day, and changed some agent work shifts based on those insights. Although Freshdesk offers a free plan and a basic plan that starts at $15/agent/month, you need to opt for their higher-end or premium plans (Available at $79/agent/month) to enjoy maximum benefits. By streamlining customer conversations from across channels, Freshdesk offers an easy way for agents to automate and manage customer conversations across channels from one page. m. Agents can also use. Multilingual capabilities and flexible business hours help cater to a wider customer base. They offer various pricing plans to suit different needs. Training and equipping your agents to have a customer-centric mindset is vital in implementing your customer service plan. Compartmentalize and manage your support team better with Freshdesk. agent shifts Define shift timings for agents working across time-zones. Start your 14-day free trial. Freshdesk Awards. Freshdesk is priced per support agent per month, and has 4 different plans. We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. Manage MSP service agents across time zones efficiently by configuring SLAs and agent shift timings. As a supervisor or a support manager, you can make effective decisions on agent count, agent shift timings, CSAT scores, etc. . You can organize your agents into different groups to help them focus on certain types of issues. When you add an agent, you can choose to have them added as agents to your Freshcaller and Freshchat chat account by choosing the "Phone" and "Chat" under the Support Channels section. For the Perform these actions: section, select Send email to requester from the dropdown, and customize the email. You can make use of the “Insert Placeholder” option to add dynamic content to the Reply editor and personalize the agent. Download the Android app here. Phone Channel Configure Freshdesk's phone channel to efficiently manage all customer calls in one place. Here’s a quick roundup of all the customer support metrics we’ve discussed above. Click on the Tasks button and click the Add New option. You will see a pop-up with information about the agent’s access changes. Agents can be added or deleted to Freshchat or Freshcaller, only from Freshdesk. Customer Portal Setup Set up your support portal, populate it with useful solutions and create a dedicated community for your customers. Save time and reduce repetitive tasks. Read More Remove. Agent performance reports help you with the analytics managers can use to measure agent productivity and understand bottlenecks that affect them and hamper support efficiency so that agents can be individually assisted and trained to deliver at ease. Freshdesk vs Zendesk: User Interface. These are now available as separate permissions for agent roles. In this video, we'll show you how to send an email notification to the agent when a new ticket is created. The validity of the sessions purchased aligns with your payment cycle. Average Handling Time 3. As an Account Administrator of your Freshdesk account, you can add more agents by purchasing additional agent seats by following the steps below. Make sure you have the right bot version selected from. Freshdesk comes with support for 26 different languages out of the box, and lets each agent customize their languages individually. Navigate to Admin from the menu. Click on New Agent Status.