Assistants who work in Freshdesk

They open the ticket list filtered by due-by time and priority, clear anything overdue, then work new tickets in order. Replies use your canned responses, adjusted for the customer and the situation. Each ticket gets its fields, tags and group before it is resolved or set to waiting. Escalations go to the right agent with a private note explaining what was tried. The shift ends with a pass through the spam folder, a check of tickets waiting on customers, and an end-of-day report listing resolved, pending and anything you need to decide.

Our support assistants complete an internal Freshdesk training track covering the ticket list, canned responses, scenario automations, Dispatch'r and Supervisor rules, ticket forms, Solutions articles and Analytics, then shadow a live desk before they take yours. That is training, not a vendor credential: AssistBPO does not claim Freshworks certification for its staff and has no partner or reseller relationship with Freshworks. Freshdesk is named here only to identify the software. Ask us in the discovery call what the assistant has actually done in Freshdesk and we will show you.

Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day. A dedicated Freshdesk assistant is priced per person for a monthly block of hours in your time zone, so ticket spikes do not change the bill. Shared per-ticket coverage suits smaller queues. Your Freshdesk plan is billed by Freshworks to you as it is today; we do not add seats or resell licenses, and the assistant works in the agent seat you already pay for.

You create an agent under your own account with the role you choose: agent, supervisor or a custom role with the exact permissions. The assistant logs in from a managed device with two-factor authentication and never shares the login. Portal settings, billing, rules and integrations stay under your admin unless you grant more. Every reply and status change carries the assistant's name in the ticket history, and you can deactivate the agent instantly. If you run multiple products or brands, we work in whichever groups you assign.

Yes, when your plan includes them. Chat conversations from your website or app are answered from the same Freshdesk workspace in your hours, with saved replies matched to your tone. Inbound calls through Freshcaller are answered in your company name, logged as tickets with notes, and voicemails become callback tasks. We match accent and pace to your caller base during the 72-hour match, and calls and tickets are both scored on the monthly QA scorecard.

Not without your sign-off. In the first two weeks the assistant documents every rule in a one-page map: what triggers it, what it does, and whether it overlaps with another rule. From then on they flag misroutes and duplicate customer emails as they happen and propose a specific edit. Your admin approves it, or asks the assistant to make it and test with a sample ticket. Nothing in your automation layer changes because someone was in a hurry.