Sales and Marketing
IT Service Management
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By Use Case
CUSTOM AGENT ROLES
Use Freshdesk’s custom agent roles to grant varying degrees of control to your agents
Give agents differential access and privileges in your helpdesk to match their role and responsibility.
Organize your support better by moderating the permissions agents have, based on their areas of expertise.
Ensure complex issues aren’t routed to new, inexperienced agents by designing rules to assign tickets according to their experience
Keep track of first responses, first call resolutions and overdue tickets to understand how your agents are doing.
Incentivize your helpdesk with a game-based system and foster friendly competition between your agents.
Prevent duplication of effort by ensuring your agents don’t send multiple or contradictory responses to the same queries.
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