![]() Here’s how part of Freshdesk UI looks likeĪ third tool included in the app, the Observer, is a monitoring feature that allows you to track incoming changes in statuses, messages, or any other events that need a response from your helpdesk agent. For instance, when there is an unresolved ticket from the customer who has had over three interactions, Freshdesk can quickly trigger an email to your company’s manager explaining the details of the ticket. Once the assignment of customer tickets has been finished, your customer agents can quickly take advantage of the tool’s Supervisor, which is another module that operates by the hour reviewing business rules against your tickets and informing agents when a certain ticket needs immediate attention.
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