Freshworks Marketplace

App cover art submitted by the app developer that represents the app

Overview

Ratings and Review

Installation Instructions

Privacy & Security

It is important to track the time spent on each ticket/change by the agents to know how well your support process is functioning, where the lags are etc. With this app, you will be able to get the exact time spent on Tickets or Changes by the agent since the process is automated leaving little to no room for error. Get a complete view of your customer service processes with the help of this app.

App Details

Categories

Administrative & Project Management

Developer Resources

Developer Support Website Privacy Policy Terms of use

Marketplace Resources

FAQs Marketplace User Terms

You may also like

Azure Active Directory Provisioning (SCIM)

Azure AD Provisioning lets you automatically create and update users on Freshservice from Azure AD.

Out Of Office

This app reassigns tickets and helps configure auto-response emails when agents are out of office.

Servicebot for Microsoft Teams

AI powered virtual agent to answer your employee queries and service requests within Microsoft Teams

Clone Ticket

Duplicate tickets with ease in Freshservice

Explore more apps

3.4

800+ installs

Mukesh Yadav

about 2 months ago

its doesn't work as excerpted

Matthew Davies

4 months ago

This app, when enabled, appears to do more good than it does harm though, as previous reviewers have stated, it has its issues. Sadly this app is not seemingly actively developed so it is likely to remain in this state. If you continue using this app you will need to provide guidance to your Agents on its various quirks and failings.

Kieran Thorpe Admin

6 months ago

Not sure if we are missing something, but as the other people mention, if you access a ticket and assign it to someone else in an open status, it will continue counting down time even when the ticket is not being worked. All that time is then logged against the first agent to open the ticket, no new time entries are then created for the other agents using the ticket.

Leonardo Patarroyo

7 months ago

Is there anyway that we can get accurate time, The first agent that is accessing is only capturing time, as well as if the Agent is not closing the ticket it will continue counting. then if someone else is accessing it. it wont capture time for that agent.

App Details

Categories

Administrative & Project Management

Developer Resources

Developer Support Website Privacy Policy Terms of use

Marketplace Resources

FAQs Marketplace User Terms

You may also like

Azure Active Directory Provisioning (SCIM)

Azure AD Provisioning lets you automatically create and update users on Freshservice from Azure AD.

Out Of Office

This app reassigns tickets and helps configure auto-response emails when agents are out of office.

Servicebot for Microsoft Teams

AI powered virtual agent to answer your employee queries and service requests within Microsoft Teams

Clone Ticket

Duplicate tickets with ease in Freshservice

Explore more apps

Authentication:- In the Authentication tab, Enter your Freshservice API key and Sub-domain (e.g. www.example.freshservice.com, here `example` will be the sub-domain) and click Authenticate. Please refer to the below article to get Freshservice API Key. https://support.freshservice.com/support/solutions/articles/50000000306-where-do-i-find-my-api-key- Ticket Configuration:- 1. Choose the start statuses for which the timer should start. 2. Choose the stop statuses for which the timer should stop (Note: Timer will be stopped automatically for the status - Closed and Resolved). 3. Choose Billable or Non-billable. The time entries will be created as billable or non-billable as per this option. Changes Configuration:- 1. Choose the start statuses for which the timer should start. 2. Choose the stop statuses for which the timer should stop. 3. Choose Billable or Non-billable. The time entries will be created as billable or non-billable as per this option. 4. Once configured, click Install/Save and you're good to go. 5. Once the timer starts, it will be stopped only when the ticket/change status is changed to any of the stop statuses (configured in the setting). Limitation:- Freshservice has limitations on request API calls for the apps. An app can make only 50 API calls per minute. So when the request API limit is breached, the app will not stop/start the timer.

App Details

Categories

Administrative & Project Management

Developer Resources

Developer Support Website Privacy Policy Terms of use

Marketplace Resources

FAQs Marketplace User Terms

You may also like

Azure Active Directory Provisioning (SCIM)

Azure AD Provisioning lets you automatically create and update users on Freshservice from Azure AD.

Out Of Office

This app reassigns tickets and helps configure auto-response emails when agents are out of office.

Servicebot for Microsoft Teams

AI powered virtual agent to answer your employee queries and service requests within Microsoft Teams

Clone Ticket

Duplicate tickets with ease in Freshservice

Explore more apps

The information listed below is provided by the App Developer Partner pertaining to the data privacy policies of the latest app version available on the Freshworks Marketplace. The App Developer Partner is solely responsible for the accuracy of the information provided.

What is End-User data?

Any information that is generated or provided by individuals while using your apps in connection with Freshworks products.

Data Management and Storage

Does your app use AI or GenAI features?

Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?

Does your app collect / process any End-User data?

Does your app store any End-User data?

Does your app share End-User Data with any third party entities?

Does your app transfer European Economic Area (EEA) residents’s End-User Data outside of the EEA?

Can the End-User data be exported?

Can End-User data be accessed through your app logs?

Is the End-User data encrypted at rest?