AHT Plus
Verified by FreshworksCalculate the Average Handling Time of tickets by agents in Freshdesk.
Published by Freshworks(about 11 months ago)
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.
The AHT Plus app for Freshdesk tracks the exact time agents spend on tickets to calculate the Average Handling Time (AHT). The app automatically starts the timer when an agent opens a ticket and stops it when the ticket is closed or the agent navigates away. This ensures accurate tracking and helps administrators optimize ticket assignments, streamline workflows, and boost agent productivity.
Features
- Custom Settings: Configure roles or groups for which the AHT app will be enabled.
- Accurate Tracking: Auto-pauses when agents switch tabs or the page becomes inactive.
- Scheduled Reports: Get hourly, daily, or weekly reports delivered automatically to specified inboxes in CSV format.
- Widget Integration: Displays as a widget on the Ticket Details page for quick visibility.
Notes
- Report frequency (hourly/daily/weekly) must be selected during installation and cannot be changed later.
- Reports will not be generated if no data exists during the chosen period.
- Auto-pause functionality works only on Chrome and Edge browsers.
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Install the App:
Search for "AHT Plus" in the Freshdesk Marketplace and click Install.
Fill Mandatory Fields:
Account URL: Enter the hosting URL of your Freshdesk account (e.g., https://yourdomain.freshdesk.com).
API Key:
Go to your Freshdesk account.
Click your profile picture > Profile Settings.
Copy the API Key from the right pane.
Configure Timer Settings:
Billable Timer: Set the default value for whether tracked time is billable.
Roles/Groups: Select which agent roles or groups will have the timer enabled.
Set Report Preferences:
Choose report frequency (hourly, daily, or weekly).
Enter recipient email addresses to receive the reports.
Update Ticket Status: For timers to function properly, ensure the AHT app is configured with your ticket status settings.
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
No
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
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?
Yes
Does your app allow customers to request a custom End-User Data retention period?
No
Log in to install this app
Enter your Freshdesk URL to proceed
https://
Proceed
Version History8.0 (May 2024)
Migrated to platform version 2.3 and updated the middleware url
7.0 (May 2024)
No release notes found
6.0 (May 2024)
No release notes found
5.0 (May 2024)
No release notes found
4.0 (May 2024)
No release notes found
3.0 (May 2024)
No release notes found
2.0 (May 2024)
No release notes found