The default agent groups available are listed. Freshdesk may temporarily disable access to your. Each team dashboard can have the following. You can choose the Timezone from the drop-down menu. This on-call schedule could have two shifts – one to cover weekends, and the other for weekdays. Overview of Custom Objects in Freshdesk. Understanding Average Handling Time. Modified on: Thu, 5 May, 2022 at 12:04 PM. This report helps you identify the number of transferred calls that went unattended by the second agent (i. ; Select Forgot password option, enter your email address and a password reset link will be sent to your email. 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. Freshdesk engages in more meaningful conversations every day, across every channel, with every customer. Alternatively, you can click on the agent’s name and click on the “ Edit Agent ” button on the top bar. This is a list of features that have been added to Freshdesk since the GA release. Freshdesk is known for its intuitive and user-friendly interface. Please navigate to Admin > Workflows > Ticket Fields. Contact Center. For example, you could have an on-call schedule for Database. Click the Edit button next to the Agent whose privileges you want to modify. We studied ticket traffic and time of day, and changed some agent work shifts based on those insights. Let’s go through what agents look like in Freshdesk. This is fixed. Freshdesk, created by Freshworks, is consistently regarded as Zendesk's main direct rival. For example, there could be a weekday shift, a weekend shift, APAC shift, North America shift, or North America weekday shift. 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. Working with the Ticket List View. Get Free Advice Become a SellerHi Team, Please guide me through creating this App. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. you might want each set of agents to work on the same hours as the customers they help. Login to your Freshdesk account as an administrator. Choose what level of access you want to provide - global, groups or restricted. You can make your pre-formatted replies even more personal, by inserting the requester's name, agent signature and ticket details using dynamic placeholders. Select Private Thread. Navigate to Admin. Email collaboration. Install the integration in Freshservice. Drag and drop the 'Drop-down' field, enter the multiple choices and choose the desired settings where you could display it to the customer and give. You. agent shifts Define shift timings for agents working across time-zones. All interactions between an end-user and a chatbot within 24 hours are counted as 1 bot session. It will be enabled by default. Under Workflows, click on Automations. The second method is simple and very easy to setup. Managing Agent Schedules. Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion. Users can avoid reassigning tickets by sharing ownership with the agents involved. MantisBT Bug Tracking Software (170 Ratings) 96% The SW Score ranks the products within a particular category on a variety of parameters, to. This is resolved now. If you want to change. Locate the agent you want to change and click on Edit, or click on New Agent if you're adding a new agent. Empower your agents with. You can choose whether your new agent should be a full-time or an occasional. 6. Add a note to parent ticket “TV. Adding Custom Object records in Freshdesk. Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. If your account has more than one workspace: To modify global workflows, navigate to Admin > Global Settings > User Management > Agents. ) Keep in mind that the above formula is merely a guide and ignores things like breaks for your agents, multiple shifts, and vastly different customer requirements. However, using a global ticketing software like Freshdesk, you can effortlessly set up a global help desk for each product and manage multi-product support at scale. Login to your support portal; Go to Admin > Team > Business Hours; Click New business hours In Freshdesk, you can auto-assign incoming tickets to your agents if you’re on the Estate or Forest plans. We will update this list as new features get added. In Freshdesk, agents have to toggle between multiple browser tabs and applications to access what they need to resolve issues, creating a “swivel-chair” experience. Don’t simply buy the software with. All features in the Garden plan, plus round-robin routing, dynamic ticket forums, portal customization, and more. You may choose to purchase by standalone or in a bundle package. You can also purchase additional add-ons, including Freddy Ultimate, Freddy Self. Email and notifications Any email sent to the primary support address gets automatically converted into a Freshdesk ticket. The cloud-based helpdesk software Freshdesk was founded in 2010 by Girish Mathrubootham, as an alternative to Zendesk. Is it a four-day workweek with full hours? Would they like to start early and finish early?Ctrl + Enter. Your customer service team is integral to the success of your customer support strategy. Freshworks’ solutions met our needs in having a future-proof platform to support our customers and agents at all times. Freshdesk Agent Guide. Here’s a quick roundup of all the customer support metrics we’ve discussed above. Freshdesk Help Desk Software (2899 Ratings) 91% The SW Score ranks the products within a particular category on a variety of parameters,. If you are paying offline, then you can send an email to billing@freshworks. You can be assured that customers get quick responses, no matter when they write to you. Automating workflows when an agent is out of office. You may also look at their particulars elements, like tools, plans, costs, terms, etc. Average Handling Time 3. Likewise, you can compare which software has better general user satisfaction rating: 100% (Freshdesk) and 89% (Helpshift) to find out which product is better for your organization. Go to Admin Settings > Agent Statuses. Click on the Service Groups tab to view or create service groups. This is an icon with an arrow pointing downwards found in the "Drag and Drop field. Compare Freshdesk VS LiveAgent based on pricing plans, features, specification, platforms, user reviews and decide which software is the best for you. Integrated ticketing across email and social. Please note that shift timings that start during the day and end the next day ( eg: 9 PM to 5 AM) aren't. Custom Objects 9. My Agents. Every agent in your service desk can configure their own signature under the profile settings page. You need time to adjust to Freshdesk. Freshdesk’s Estate is $49 per agent per month. If needed, an agent can pull up relevant information to resolve the chat query. Freshdesk CRM also provides analytics and performance management. Select the Linked Tickets icon from the right panel on the. If you are on the Freshdesk Omnichannel Bundle, your Omni Day passes, going forward, will work across Freshdesk Messaging and Freshdesk Contact Center as well. 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 out of; Choose the days and the timing for which you need the shift to be active. Click on the Share () icon associated with a report. How can I have a questionnaire after the default survey is sent out? I haven't sent out the survey to the customer but still there seems to a rating on the ticket. Ticket scopes determine the tickets in your Freshdesk that an agent has access to. Log into your helpdesk as an Admin. How to set up Agent Shifts. /agent/month, billed annually. Log into your helpdesk as an Admin. Under Admin > Agent Productivity > Ticket Templates > New Template, you could add a new ticket template and choose "Save and Add Child" to create a template for Parent Ticket. 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. Yes, if agent shifts are enabled, the availability will be toggled on automatically. 00. Sandbox, audit log, agent shifts, IP whitelisting, and additional capabilities in addition to everything in the Estate plan. You can then create new SLA policies for each agent group to ensure their work timings are taken into consideration before assigning deadlines. Follow the steps below to add an agent to your Freshdesk account. Under the Edit Agent page, you can change or. 4. Switching back to the old Freshdesk will not be possible. Choose Team and then click on Agents. Open up the Admin tab and click on Agents . You can use these shortcuts with a Standard 101/102-Key or Natural PS/2 Keyboard. It provides a variety of attributes and tools to help companies in giving effective and responsive customer assistance. Whenever a customer calls, you get notified whereas the missed calls get listed as tickets. Read More Remove. An agent’s availability is automatically changed depending on their shift hours. Contact Center. Freshdesk Agent Shifts Freshdesk is a customer assistance and helpdesk system developed to help businesses handle and streamline their customer care operations. Login to Freshdesk as an Administrator. Check if the rule is enabled, else, use the toggle on the right to enable the rule. Email Channel Use your email channel to its full potential with all the information you need about email ticketing in Freshdesk. Helpdesks offer features to provide context and insight into customer. Running a customer service BPO can be labor-intensive. While bigger businesses can prefer Zendesk for its complexity and multi-faceted structure, it is Freshdesk's simplicity and coordination that will help smaller and medium businesses. It's also possible to see which one provides more tools that you need or which has more suitable pricing plans for your current situation. You can create new business hours based on either location or a specific team. Yes, if agent shifts are enabled, the availability will be toggled on automatically. Let’s dive deeper into the capabilities of these 5 CXM solutions. The Agent Performance report summarizes the agents' efforts and performance in the selected time period. Guide me the approach, how to use nested array of objects in csv? Which library/properties/methods i need to use for. Navigate to Admin. Please follow the below steps to set up agent reply templates in Freshdesk. Uncover Agent Shift Preferences. Freshdesk is a complete customer support solution for businesses of all sizes who need to engage their customers for the products and. Once it’s installed, click on Add New. Scheduling Out of Office for agents. Action: Assign to Agent > Event Performing AgentWithin the ticket details page, to the top, you would find the "Close" option. Easily manage agent shifts across time zonesFreshdesk has an AI-powered chatbot Freddy and a location-based help widget. Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Get the Freshdesk guide for customer service training. It supports round-robin and skill-based ticket assignment, agent shifts, load-balanced ticket assignment, and an out-of-office scheduler. The “Service Tasks” pane on the left lists the service tasks created in your helpdesk in four default views as well as any custom views you may have created. Agent Shifts BETA; IP Whitelisting; Email Bot FREDDY; Unlimited light agents; 99. com. Canned Response Suggester. Thankfully, these ten tips may provide some top-notch guidance. Medallia Experience Cloud Medallia Digital Voci Digital Experience Analytics Medallia Video Medallia Experience Orchestration Agent Connect Sense360 Journey Analytics Medallia Company Glossary. The validity of the sessions purchased aligns with your payment cycle. Add the user you want by entering their email address. . New agents can be added only if the payment mode is online, that is, if the credit card information on file is valid for payment. Understanding the Dashboard 1. Engaging and empowering agents with self-service via their smartphones empowers agents to manage their work/life balance. Survey agents to find out what their ideal schedule looks like. You can check back here to see what's new. Freshservice Modern. Discover the latest Freshdesk pricing plans and features at Pink Elephant. You can’t find team dashboards, social signals, chatbots, customer roles, or agent shifts. When a Freshdesk page takes time to load, or you experience a timeout before performing certain tasks, try logging in to the account via an Incognito Window. To avoid this case, Freshdesk provides an Agent Collision Detection feature. read our solution articles that will help you set up solution articles and a contact form in the help widget. Step 5: Empower your support agents and align teams. On the CMDB/Asset Management module, SD Agents can create and edit CIs/assets. Team inbox with intelligent ticket management and routing. 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. You can follow one of the below two methods based on the volume of tickets. Sign up for Freshdesk today . 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. Your customer will then be automatically notified and tickets can be re-routed to agents who are available. Multilingual capabilities and flexible business hours help cater to a wider customer base. Click on Update agent to save the changes. Freshdesk Zendesk; Lowest plan: $15 / agent / month: $55 / agent / month: Highest plan: $99 / agent / month: $249 / agent / month: Bots and AI: Native bots builder and free bot sessions are available in all paid plans: Bot flows need to be built via pricey third-party vendors. Freshdesk includes features like Ticket Management, Agent Shifts, Agent Scripts and Email Bot. To permanently delete this agent, follow same steps as you would to delete a. The agent phone number (along with the country code. Top 15 knowledge base software. Pricing details. The one who is going to be handling the various dimensions of the portal is called an "Agent. These signatures can be inserted with a click of a button when composing several ticket replies. 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. Getting started Set up your account, configure support channels, customize your portal to reflect your brand and more. Here you can see the list of default and custom statuses available. Freshdesk reviews say customer support software allows the support teams to seamlessly collaborate while working on one of the support tickets. Once this is done, you would be able to add Child Ticket Templates under this Parent Ticket Template. Free - $0 (unlimited free agents) Growth- $18/agent/month billed monthly or $15/agent/month billed yearly. Here's how you can retrieve your API key: Login to your Freshdesk Account. 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. Reporting and Analytics Make data-driven decisions using insights you can derive from detailed. Displaying plans. Timeghost. However, increasing agent engagement through scheduling is easier said than done. Start free trial Get a Demo All features Collaboration COLLABORATION. As a Freshdesk preferred partner since 2014, and we have helped hundreds of companies delight their customers with best-in-class customer service. Under Team, click on Business Hours. You can directly jump to a ticket, customer, or agent by clicking on the corresponding link in. Click on ‘Add business hours’ to configure the hours relevant to your business and ‘Save. How to set up Agent Shifts. 'Actions' can be any of the following: Trigger APIs. This way you can prioritize your next action and respond faster. ”. Time requirement should be set for a short period, but ticket closure should be longer. Thus, if you are looking for a customer support solution, you can consider. Freshworks . On the filter pane, under ‘Agents’, select the agent whose tickets you’d like to move and the time period. Pricing lists for Freshdesk are maintained on the page. On the filter pane, under ‘Agents’, select the agent whose tickets you’d like to move and the time period. All features in the Estate plan, plus sandbox, audit log, agent shifts, IP whitelisting, and more. To associate a role to an agent, Login to your Freshservice portal as an administrator. As of now, only an admin will be able to share a canned response with other agents. Note: Admins can add only 10 agents to their accounts on the Free and Trial plan. 2. Agent Shifts. There are 4 different plans for Freshdesk, including: In particular, here you can review Freshdesk (overall score: 9. Freshdesk reviews claim there are several special features: 1. You can prevent agents from manually assigning tickets to an agent that's on holiday by using an automation rule that runs on ticket updates. All your data and configurations will remain intact. The native Freshservice-Freshdesk integration helps customer support teams on Freshdesk collaborate with internal teams on Freshservice and provide faster resolutions. On-Call – Schedules, Shifts, and Calendars: On-Call – Unlimited Phone calls and SMSs:January 2023. Our customers realize service productivity gains in under 3 months and innovate faster with the NEO platform. Free Plan. Previous plans. Customer Portal Setup Set up your support portal, populate it with useful solutions and create a dedicated community for your customers. Customize the on-call shift interval using a dropdown. Click on the New Agent option in the top bar. Add powerful, easy-to-use features to your helpdesk starting at just $15 a month. Soi think it will be very-very comfortable and great if in Freshdesk administrators and user can see the similar visual calendar like this. Click on the Edit option next to the required agent name. As a supervisor or a support manager, you can make effective decisions on agent count, agent shift timings, CSAT scores, etc. Each tier is based on a “pay per agent per month” model, allowing flexibility and scalability as the business needs evolve. Custom Roles Provide or restrict access to your agents at granular levels. Bring customer conversations across email, Twitter, Facebook, website, and your support portal into a single view. ( 7 customer reviews) $ 0. Helpdesk definition. 29 out of 5 based on 7 customer ratings. Enterprice- $83/agent/month billed monthly or $69/agent/month billed yearly. Easy to use. Support consultants can help each other and make sure they answer all. Navigate to Tickets list view page from the menu. Working with the Ticket List View. Give your rule a name. Login to your Freshdesk account as an administrator. Easily manage agent shifts across time zones Audit log Monitor changes and always stay up-to-date on what’s happening with your helpdesk. To this day they. Alt + Ctrl + Enter. Extend your helpdesk’s capabilities by connecting with different platforms like CRMs, billing tools, payment solutions, and other internal and third-party tools. A quick guide to creating a new Team Dashboard: Login to your Freshdesk account as an Admin/Supervisor. Click on Update agent. 9, respectively. Freshdesk Awards. A help desk is a tool that organizes customer communication to help businesses respond to customers and support them more quickly and effectively. Check all Roles that must apply to this agent. 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. Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers. Help with Training and Onboarding. Quick steps to raise a ticket from the agent portal: Log in to the Agent portal. It is present on the phone widget. Here user can set work hours for agents, agent shifts etc. Read moreFor example, refer to the image below to restrict the agents with a custom role from creating a child ticket. The SD Supervisor. Built with an emphasis on usability, Freshdesk is completely customizable and offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity,. $15 /agent/month, billed annually $18 /agent/month, billed monthly Start free trial Everything in Free and… Automation Collision Detection 1000+ marketplace apps In-depth helpdesk. On the right pane, you will find the API Key. 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. Enter the status name and select a matching emoji. If the Ticket Assigned to Group notification under Agent Notifications is enabled, all agents in the group will be notified about the ticket by email, and any of them can work on solving the issue. 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. Agent Shifts BETA IP Whitelisting. We have recently refreshed our branding across. Customer Portal Setup Set up your support portal, populate it with useful solutions and create a dedicated community for your customers. You can use an automated help desk like Freshdesk to perform a variety of actions that would have otherwise consumed a lot of time and human effort. you can select the start time (hours & minutes) and end time (hours & minutes) for the days selected. Here’s a quick overview of Freshdesk’s pros and cons. Agent Shifts Email Bot; Auto Triage; Collaborators (up to 5000) Thank You Detector; Social Signals; Solutions Suggester; Agent Assist Bot; Canned Response. The Whatsapp settings page in Freshdesk has been improved for easy navigation and set up This is another step. Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. If you have signed up before Aug 9, 2021. Multiple business hours in Freshdesk allows you to create different sets of working hours and holidays,. This can be done by choosing the Visibility of the Canned Responses to All Agents ( Admin > Agent Productivity > Canned Responses > Edit ). Set Freshdesk times. Canned Responses can be used to quickly insert pre-formatted reply templates into your messages. No credit card required. The Freshdesk app will respond with a message containing a link to set up your account with Freshdesk. Click on the ‘ Multilingual ’ icon from the right navigation bar. Click on the New Agent option in the top bar. Setting up Agent Shifts in Freshdesk. It supports round-robin and skill-based ticket assignment, agent shifts, load-balanced ticket assignment, and an out-of-office scheduler. You will find the default flows: Hello, Welcome. The ticket volume trends report helps you understand the overall ticket load of your team. Start free trial. Type your URL in the address bar, hit enter and select Login. How is this possible? I have configured the Customer satisfaction surveys right, but when I run a quick test, I do not get the survey. Compare help desks and see what makes Freshdesk the best help desk software. Agents are the persons who handle tickets and work with customer problems. Scheduled exports of events - AHT. Scheduling Out of Office for agents. Easy and secure remote desktop access. Click Done to save. All tickets containing certain keywords or properties can be assigned to an agent group using Freshdesk Automations. Omnichannel customer support. Customization and branding. No Work Collision: It might happen that multiple agents end up working on the same ticket. Multilingual capabilities and flexible business hours help cater to a wider customer base. Navigate to Admin. 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. Scheduling Out of Office for agents. Compare the top 5 Hubspot Service Hub alternatives. Your team might require a Freshdesk demo and additional training. Select the type of Private Thread based on where it is created or updated. Add external number to a call queue & transfer calls to them. You can create a new service group by clicking on the New Group button on the top fold. You can also search for individual agents, Virtual Teams or Virtual Orgs to review their performance as a group. Please note that shift timings that start during the day and end the next day ( eg: 9 PM to 5 AM) aren't. 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. Choose between Private Note, Public Note, Customer reply, or Agent reply. 3. Viewing tickets 6. 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. Navigate to Admin from the menu. New service task created. 8; user rating: 100%) vs. Categorize, prioritize, and route tickets to the right teams by creating your own business rules. Go to Admin > Team > Agent Statuses. The admin can navigate to an agent’s profile and 'Delete' the agent. Powered by Freshdesk, Exabytes’ helpdesk software streamlines your customer conversations and issues, keeps them in one place, and automates repetitive tasks. Navigate to Admin from the menu. Choose the best plan for your business needs and improve your customer support today. The tickets will get distributed to all agents in the group, in a round-robin order. To add a new custom status: Log in to your Freshdesk account. Freshdesk is a software designed to make helpdesk and ticketing effortless. 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. Agent shifts; IP range restriction; 5,000 bot sessions/month; Freshdesk Omnichannel Suite Pricing. Distribute responsibility by creating shifts and agent rosters for different time. account_circle name. Pricing lists for Freshdesk are maintained on the page. Managing support made easy Automate ticket assignment How to set up Agent Shifts. The Responses metric would denote the number of replies sent by the agent. Click on ‘ New Bot ’. You will see a pop-up with information about the agent’s access changes. To have a charged phone with data during your shift with access to Freshdesk. Freshdesk Agent Guide. The times selected will be in the agent timezone. Enlightenment Through Freshdesk Gamification "Gamification was a big plus for friendly agent competition. Up to 10 agents. You can open the Notification Center by clicking on the bell icon in the navigation bar. Agent shift settings couldn’t be turned off by an admin with occasional agent access and this is fixed now. Access to customer information: An internal agent on Freshdesk can see the details of the customer for whom the ticket is raised. Freshdesk free vs paid It's time to up your game with Freshdesk paid plans. $15 per agent Freshdesk should do the majority of what I need versus Freshdesk $250+$30 any agent over 9; total cost being $5,400 annually vs. When an agent adds a public note to a ticket, the customer does not receive the note as a separate email. Setting up Agent Shifts in Freshdesk. Note: Please make sure that all mandatory fields for closing a ticket are filled before the status is changed to 'Waiting on 3rd party'. Learn more here. You can also use Freshcaller to route calls, based on agent availability, and also take notes while attending calls. Phone Channel Configure Freshdesk's phone channel to efficiently manage all customer calls in one place. All your data and configurations will remain intact. Configuring Automations Save time and manual effort by automating mundane tasks in your helpdesk. Quick guide to changing an agent's ticket scope. Zoho Desk has Guided Conversations and an ASAP plugin for self-service. Email Bot. D. The validity of the sessions purchased aligns with your payment cycle. Adding Custom Object records in Freshdesk. Keep track of your team’s different shifts right from Freshdesk. A alihamughal693 What can I do with agent shifts? SLA and CSAT A aarthy. Pros: The shifts and hours of work are distributed uniformly Agents can plan their personal events in advance. Freshdesk lets you put the fun back into customer support by gamifying the entire support process via the Freshdesk Arcade. Freshchat AI-powered bots and live chat and across every messaging channel Freshchat. We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. This would close that particular ticket, without sending out the default notification for when "Agent Closes a Ticket", to the requester. Typically, an agent reply template has greetings and signatures, so agents needn’t spend time on them but instead concentrate on solving the issue. Overview of Custom Objects in Freshdesk. Scheduled exports of events - AHT. This will ensure they are automatically converted to Shared agents during Freshdesk-Freshsales integration. Go to the Roles section under the Edit Agent page. Agent shifts can be scheduled and vacation time tracked. Managing field agents and service tasks. This article gives you detailed information on the various metrics available in Freshdesk Analytics and. Working with the Ticket List View. Convert all email and social inquiries into tickets and track, prioritize, and reply using Freshdesk. Configuring Automations Save time and manual effort by automating mundane tasks in your helpdesk. 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. Freshdesk’s Enterprise plan has everything from the previous tiers while letting you support unlimited products, use a sandbox to test features and even manage.