25 agents can solve that number if they serve 4 conversations at a time. Freshdesk offers four plans: Free, Growth, Pro, and Enterprise. When an action is performed by. You can follow one of the below two methods based on the volume of tickets. Scheduling Out of Office for agents. Setting up multiple languages in Freshdesk (for the support portal and the help widget) Customizing Freshdesk URL - Checks, impacts, and reconfigurations post change. Click on Team and then select Agents. Custom Roles. All features. /agent/month, billed monthly. A service scheduling application is commonly used by service businesses such as plumbing, pest. Customization and branding. Automated. Freshdesk includes features like Ticket Management, Agent Shifts, Agent Scripts and Email Bot. Scheduling Out of Office for agents. Service Task status is updated to “Resolved”. Log into your helpdesk as an Admin. It is flexible enough that there are always enough people to provide 24/7 support Freshdesk offers a suite of robust collaboration features that facilitate swift teamwork on intricate issues and expedite resolutions. A customer service platform with many features. /agent/month, billed annually. Average Handling Time is the time agents spend on tickets. (660 KB)Freshdesk constantly monitors every account's activities for suspicious spam activity, like a sudden surge of emails or multiple hits on your portal within a timeframe. As a supervisor or a support manager, you can make effective decisions on agent count, agent shift timings, CSAT scores, etc. Custom Roles Provide or restrict access to your agents at granular levels. Configuring Automations Save time and manual effort by automating mundane tasks in your helpdesk. Schedule adherence is calculated by dividing the number of minutes an employee works during a shift by the number of minutes they were scheduled to work; then, that number is multiplied. Assist bot. Ticket Dispatch. Categorize, prioritize, and route tickets to the right teams by creating your own business rules. Proactively understand customer needs to serve excellence, the first time. Agent Shifts BETA IP Whitelisting. You can use My Agents tab under Workspace category to assess individual agents or teams of agents marked as favorite to compare and contrast performance. This setting redirects the call to the agent phone number. To add a new agent, click the New Agent button in the top fold. ". Here's how you can retrieve your API key: Login to your Freshdesk Account. you might want each set of agents to work on the same hours as the customers they help. You can view a list of all agents in your Freshdesk. Paid Plan. Go to the Admin > Team > Groups. To add a new agent, click on the New Agent button. The new ticket form will be displayed. Alternatively, you can click on the agent’s name and click on the “ Edit Agent ” button on the top bar. $115 /agent/month, billed monthly. Managing Agent Schedules. Availability on phone and browser. Understanding Average Handling Time. We will update this list as new features get added. Your customer service team is integral to the success of your customer support strategy. Affan Khan— customer support manager at Freshdesk, finds customer dashboards like the support dashboard extremely valuable in measuring and leveling up his team of agents. Click on ‘Add business hours’ to configure the hours relevant to your business and ‘Save. 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. Go to Admin > Agents. Soi think it will be very-very comfortable and great if in Freshdesk administrators and user can see the similar visual calendar like this. Forest: $99/month, billed annually. Under the Agent Type field, you can choose the type of agent you wish to add. Sign up for early access here Introduce response SLAs. A quick guide to setting up multilingual bots: Login to your Freshdesk account as Admin. How to set up Agent Shifts. The option to. 6. Here you can see the list of default and custom statuses available. Step 5: Empower your support agents and align teams. Entire bot ecosystem is more complex and expensive. Modified on: Wed, 8 Mar, 2023 at 5:29 PM. Ability to import from Zendesk. Go to Admin > Agent Productivity > Assist bot under the Freddy section. Freshdesk is a SaaS customer support software that offers everything a business needs to deliver exceptional support. Right after implementing Freshdesk, Alice eliminated the need for agents to choose the tickets they would work on. An account can have a maximum of 15 custom dashboards. Using a custom support URL and pointing the CNAME. Agent Shifts Email Bot; Auto Triage; Collaborators (up to 5000) Thank You Detector; Social Signals; Solutions Suggester; Agent Assist Bot; Canned Response. Click on New Agent Status. The performance distribution report focuses on the agent/group performance metrics such as first response time, average response time, and resolution time. Helpdesk definition. This name is only for your reference to manage your integrations with multiple zoom instances. On the right pane, you will find the API Key. Email collaboration. Navigate to Admin from the menu. Occasional Agents: Occasional agents log in at irregular intervals to either monitor the task or when their involvement is required during a certain period, such as the supervisor or the visiting maintenance technician. 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. When your customers need help, they can open the widget to search through solution articles or to submit a ticket. 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. Viewing tickets 6. With Freshdesk, the support teams can provide service across multiple channels, including social, get a complete context from a customer’s timeline of events, assign tickets to agents via Omniroute™, manage shifts, and make use. Enter the setup command or use the setup link from the help command. Whenever a customer calls, you get notified whereas the missed calls get listed as tickets. With Advanced Ticket Scope, you can choose whether an agent needs to have edit access, or limited access, to tickets in certain groups. Freshdesk, created by Freshworks, is consistently regarded as Zendesk's main direct rival. 7; user rating: 97%) for their overall performance. Freshdesk is a cloud-based knowledge base and helpdesk software that helps businesses offer effortless customer experiences. If you have already integrated, follow the steps here: To add an existing Freshdesk agent as a Shared agent, hard delete the agent from Freshdesk. 00. Next to Default Business Hours, click on the Edit button. Enlightenment Through Freshdesk Gamification "Gamification was a big plus for friendly agent competition. system (system) Closed March 10, 2023, 4:20pmFree. Click on the ‘ Multilingual ’ icon from the right navigation bar. Go to the Admin > Team > Groups. Free Plan. Simple, easy-to-configure UI. Agent Shifts; IP Range Restriction; Email Bot FREDDY; Includes 5000 bot sessions/month; Assist Bot [FREDDY] Auto-triage. Freshdesk is a complete customer support solution for businesses of all sizes who need to engage their customers for the products and. Click the link to authenticate to. A alihamughal693 What can I do with agent shifts? SLA and CSAT A aarthy. Freshdesk is an excellent customer support solution for businesses of all sizes and types. Go to Tickets, and click on the ticket you’d like to link to a Tracker. Under Team, click on the Agents icon. For greater efficiency, your teams can predefine responses and automate different actions on received tickets. Jokes aside, though, with this plan, you get access to things such as ticket. You can create new business hours based on either location or a specific team. EXPLORE PRICING. Chatdesk Shift is a low cost solution that lets you. 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. Add yourself as a watcher to a ticket. Paid. Freshdesk Agent Guide. Your customer will then be automatically notified and tickets can be re-routed to agents who are available. Displays agent non-billable and billable hours with insightful reports. Setting up Agent Shifts in Freshdesk. 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. Thu, 13 Jul, 2023 at 6:33 PM. Tickets aren't automatically assigned to an agent that's on leave. Start your 14-day free trial. To pull up an entire list of shortcuts available, anywhere inside Freshservice, you can press Shift+? to. The out of office scheduler allows agents to schedule the days during which they aren't available. Freshdesk mobile app now gives you the convenience to schedule the notifications for a particular time period. Manage agent load and set the assignment preference for tickets. Navigate to Admin from the menu. Round-robin routing Automatically assign tickets to all available agents in a group in a circular fashion. Survey agents to find out what their ideal schedule looks like. Guarantee 24*7 agent availability to address critical incidents. 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. Field Service Management. Prioritize, categorize, and assign tickets to the right agents and leverage the power of your entire organization to deliver customer delight. png. Supervisor: Includes all agent-related activities, access to reports, and the ability to configure data scoping. Get Free Advice Become a SellerHi Team, Please guide me through creating this App. 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. Integrations in Freshdesk Extend the functionality of your helpdesk with ready-to-use integrations or even build your own to suit your needs. Yes, if agent shifts are enabled, the availability will be toggled on automatically. It will be enabled by default. These signatures can be inserted with a click of a button when composing several ticket replies. When you are working on tickets, we extend an option to close the ticket without an email notification sent out for this. 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. 11 Best Freshdesk Alternatives Estate: $49/month, billed annually. A quick guide to setting up a. Here is a quick rundown of all the Freshdesk apps mentioned in this article: Slack – an Freshdesk integration of a well known collaboration and communication platform. External conversation ID - A unique ID that is given to the conversation based on the location of your bot (webpage, mobile app, etc. Navigate to Admin from the menu. Freshservice Modern furthermore intuitive IT and business team. 1. Go to Admin > Team > Agent Statuses. The Helpdesk icon (Admin > Account > Helpdesk Settings) to set up basic settings of your Freshdesk like language, time zone and colour schemes. Agents can be added or deleted to Freshchat or Freshcaller, only from Freshdesk. This is a list of features that have been added to Freshdesk since the GA release. 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. com if you require further assistance. Freshdesk. 9, respectively. Zoho Desk Help Desk Software (3417 Ratings) 98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Compare the top 5 Hubspot Service Hub alternatives. No hidden charges. This way you can prioritize your next action and respond faster. ) Conversation details page: Click on any conversation card from the list to view the actual conversation between the bot and the agent. You can’t set up and have your agents solving tickets in a few minutes. Set Freshdesk times. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. Email Bot. The Whatsapp settings page in Freshdesk has been improved for easy navigation and set up This is another step. We have recently refreshed our branding across our offerings and. Team inbox with intelligent ticket management and routing. Service scheduling software—also called field service scheduling software—is a tool used by field service managers or supervisors to build optimized and flexible technician schedules that maximize agent efficiency and boost customer satisfaction. A quick guide to creating Service Groups in Freshdesk: Login to your support portal as an administrator. Trigger a webhook to create a service task. Help your team perform better with agent-assist bots and canned responses for common issues. Service scheduling software—also called field service scheduling software—is a tool used by field service managers or supervisors to build optimized and flexible technician schedules that maximize agent efficiency and boost customer satisfaction. In particular, here you can compare Orbital Shift (overall score: 7. With the Freshdesk help widget, you can embed solution articles and/or a contact form within your website or product. Choosing the perfect help desk software for your unique business needs may be a daunting process. This will include status changes, ticket assignments and even, agent replies. Thu, 13 Jul, 2023 at 6:33 PM. You can use Amazon AppFlow to transfer data from Freshdesk to certain AWS services or other supported applications. Login to Freshdesk, an online cloud-based customer service software providing helpdesk support with all smart automation to get things done faster. When planning scheduling and staffing across multiple channels, one option we recommend is a blocked schedule . Custom Roles Provide or restrict access to your agents at granular levels. Any number of products supported. The templates can also contain pre-written answers for specific support scenarios, like refund requests, etc. How to create multiple Business Hours. 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. Pricing of Freshdesk. Below the list of email addresses that are integrated with the helpdesk, you will be able to see the For forwarded emails, use original sender as requester option. Scheduling Out of Office for agents. ) Freshdesk Contact Center plans include free incoming call minutes (between 2,000-5,000 minutes/month), all outbound calls start from $0. 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. Click on the Share () icon associated with a report. Scheduling Out of Office for agents. Keeping a tab on service performance metrics helps me identify if additional training is required to upskill any team member. Easily manage agent shifts across time zones Audit log Monitor changes and always stay up-to-date on what’s happening with your helpdesk. Setting up Agent Shifts in Freshdesk. You can then create new SLA policies for each agent group to ensure their work timings are taken into consideration before assigning deadlines. All features in the Estate plan, plus sandbox, audit log, agent shifts, IP whitelisting, and more. 'Actions' can be any of the following: Trigger APIs. Hubspot Service Hub Alternative. Automate follow-ups, escalations, and other tasks using specific time and event-based triggers to perform any action of your choice. 29 out of 5 based on 7 customer ratings. You. Click on Pencil Icon next to the agent’s name. You can view a list of all agents in your Freshdesk. Easily manage agent shifts across time zonesFreshdesk has an AI-powered chatbot Freddy and a location-based help widget. Freshdesk reviews say customer support software allows the support teams to seamlessly collaborate while working on one of the support tickets. Click on the group you’d like to assign a. Multilingual capabilities and flexible business hours help cater to a wider customer base. Update the email address to a placeholder email address say, xyz@example. Go to Admin > Channels > Email > Advanced settings. They can also update the Ticket Status (using the 'Send and set as' option while adding a Private ), and. For the Perform these actions: section, select Send email to requester from the dropdown, and customize the email. Login to your Freshdesk account as an administrator. Remote Desktop Support. There are two different types of agents in Fr. Freshdesk also helps businesses to collaborate better across the globe and enables more efficient business processes for better customer experiences. Agents can seamlessly involve stakeholders from cross-functional teams for in-ticket discussions while retaining visibility, even if another team handles the ticket. Login to your Freshdesk account as an administrator. Also dubbed as Estate, this tariff plan is jam-packed with a ton of different features that, frankly speaking, you won’t even be able to use every one of them. IP Range Restriction. Click Add agent status. Integrated ticketing across email and social. account_circle name. Telephony-first customer supportAfter an agent leaves your team, you can reassign the tickets assigned to them, to another agent, before deleting their profile from your account. Comparison of Freshdesk vs Happyfox Helpdesk In terms of Features. The admin can navigate to an agent’s profile and 'Delete' the agent. You can re-assign the ticket among agents, based on who sent the latest reply. Navigate to Admin. Agent and group creation Once the helpdesk is set up, you can add support agents and create separate groups for each team. The discovery agent then collects the machine’s hardware and software information and updates Freshservice regularly without needing further intervention from the respective user (s). Please follow the below steps to set up agent reply templates in Freshdesk. $18. Go to Admin > Team > Groups. Here are some other features of Freshdesk: Logs in agent work hours via time entries for Freshdesk tickets. . FOLLOWERS 12,918 21,592 65,000 8,960. 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. A solution for this would be to create a custom drop-down field. Freshdesk follows a tiered pricing model, catering to all business sizes with diverse plans such as Free, Blossom, Garden, Estate, and Forest, each offering different features and benefits. 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. #3. Nicereply – a customer. Zendesk offers a flexible platform with various customization options so you can adapt to evolving customer or. Getting Started With Freshdesk. Zoho Desk has Guided Conversations and an ASAP plugin for self-service. Tue, 12 Jan, 2021 at 7:36 PM. Up to 10 agents. Find the default automation rule ‘Automatically assign ticket to first responder. Locate the agent you want to change and click on Edit, or click on New Agent if you're adding a new agent. 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. You can’t find team dashboards, social signals, chatbots, customer roles, or agent shifts. Under the Edit Agents page, choose the Occasional Agent radio button as the Agent type. Check out the best Help Scout alternatives in 2023. Freshdesk is priced per support agent per month, and has 4 different plans. Every agent in your service desk can configure their own signature under the profile settings page. Freshchat AI-powered bots and live chat and across every. To assign roles when adding/editing an agent: Login to your helpdesk portal as an Admin. Easy to use. Sandbox Create a secure test environment to try new features and settings in Freshdesk without impacting agents or customers. The default agent groups available are listed. This integration enables companies to streamline and accelerate the service management process and deliver outstanding support from a unified window. Agent extensions (Phone) Routing automations (Phone) Smart escalations; Queue callback; Omniroute; You’ll need the Ennterprise plan or above if you need: Skill based ticket assignment; Agent shifts (Ticketing) Bots and AI: Included in all plans. Automate and collaborate to enhance team productivity. 6. Besides making the discovery of your assets extremely. Zendesk, on the other hand, is a bit expensive but it also offers more advanced features in its higher-tier plans. By automating these repetitive, mundane tasks, support agents have more time and mental space to focus on delighting customers. Under Team, click on Agents. 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. Average Handling Time 3. Login to your support portal as an Administrator. Login to your Freshdesk account as an Administrator or ensure your role has access to the scheduling dashboard. The optimal number is 5 as it’s a concurrent limit - by. Medallia Experience Cloud Medallia Digital Voci Digital Experience Analytics Medallia Video Medallia Experience Orchestration Agent Connect Sense360 Journey Analytics Medallia Company Glossary. Understanding the Dashboard 1. 8; user rating: 100%) vs. Pricing of Freshdesk. Agents can also schedule work hours according to their local times by setting multiple. All this will cost you $79 agent/month ( billed yearly) or $99 agent/month (billed monthly). Manage available customer support agents across shifts, time zones, languages spread across geographic locations to ensure tickets reach the right agents for the fastest responses. All features in the Estate plan, plus sandbox, audit log, agent shifts, IP whitelisting, and more. Under Team, click on Agents. They can create and delete. Helpdesks offer features to provide context and insight into customer. $18. Time requirement should be set for a short period, but ticket closure should be longer. Add other events if required. Click on the Admin tab on the left panel > Team > Agents. Running a customer service BPO can be labor-intensive. ‘Apply’ the filters for the list to update. Go to Admin > Team > Agents to add a new agent (or hover over an existing agent in your list and click Edit . Note: Please make sure that all mandatory fields for closing a ticket are filled before the status is changed to 'Waiting on 3rd party'. The Responses metric would denote the number of replies sent by the agent. When planning scheduling and staffing across multiple channels, one option we recommend is a blocked schedule . ’. The First Step • Email and notifications • Agent and group creation Email and notifications Any email sent to the primary support address gets automatically converted into a Freshdesk ticket. D. 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 ). Freshdesk. Go to Admin > Agents and delete the agent. Your support team just needs to work their way up from the first ticket in their queue. Thu, 13 Jul, 2023 at 6:33 PM. Quick guide to changing an agent's ticket scope. Navigate to Admin from the menu. Sign Up. My Agents. Go to the Roles section under the Edit Agent page. Pricing lists for Freshdesk are maintained on the page. Click on the group you’d like to assign a. With smart notifications, you will no longer have to rely on your email notifications to stay updated on the latest. We have recently refreshed our. You can sort your agents based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst-performing agents. m. Now, this agent is also an Account Admin and has all the helpdesk. With remote support software like Freshdesk, you’ll be able to configure separate location-specific business hours, plan agent shifts, and map them to respective agent groups. You could also use the Filter option, to generate this metric based on the filtered conditions and for particular agents. Managing Agent Schedules. They also have no control over Releases. 022/minute. For example, 9 AM to 5 PM, or 6 PM to Midnight. Show More Growth plan includes: 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 agent shifts across various time. You can use these shortcuts with a Standard 101/102-Key or Natural PS/2 Keyboard. Modified on: Thu, 5 May, 2022 at 12:04 PM. Using Freshdesk’s round-robin. To address these concerns, two great competitors have emerged in the customer support software industry, fighting the ultimate battle of the helpdesks – Freshdesk vs Zendesk. Agent shifts can be scheduled and vacation time tracked. Explore Freshdesk pricing, reviews, features and compare other top Help Desk Software to Freshdesk on SaaSworthy. Freshdesk allows full CSS customization and customizable agent roles. Multilingual capabilities and flexible business hours help cater to a wider customer base. Managing field agents and service tasks. Enter the status name and select a matching emoji. Freshdesk Pricing: Freshdesk has 4 different pricing plans available to you to start providing top-notch customer support to your users, starting from Free. Save time and reduce repetitive tasks. Type your URL in the address bar, hit enter and select Login. Dispatch management software is designed to streamline and optimize the process of dispatching resources, such as vehicles, personnel, or equipment, in various industries such as construction, plumbing, HVAC, carpet cleaning, home and mobile auto repair. You can choose to create personal canned responses or have. Choosing the best customer experience management software. Understanding Average Handling Time. 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. Freshdesk prices are slashed with its omnichannel packages, which are catered towards streamlining your customer support across channels into one platform. For fast growth, this plan starts at $15 per agent per month billed annually, or $18 per agent per month billed monthly, and includes everything in the free plan and more. Reach out to your Freshdesk account manager or write toThe Freshservice tiers are Blossom, Garden, Estate and Forest, and they range from $19 per month per agent to $99 if billed yearly. As a supervisor or a support manager, you can make effective decisions on agent count, agent shift timings, CSAT scores, etc. 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. Freshdesk Awards. You will find the default flows: Hello, Welcome. These agents can create, reply, update, delete and resolve Tickets. 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. If you’re a large company or an enterprise, you can create dedicated client portals for each product and manage all customer conversations in a unified location. However, members with role as Agents, will not be able to share a canned response to other agents on the account. Hit ‘Yes, deactivate’ if you would like to confirm deactivation. which actions the agents can perform within the helpdesk. Checking recent helpdesk activity. Once you're done with installing the feature, when agents notice a trend in the tickets coming into the system, they can look for an existing Tracker and link the ticket to it or create a new Tracker. The ticket volume trends report helps you understand the overall ticket load of your team. Email and notifications Any email sent to the primary support address gets automatically converted into a Freshdesk ticket. Freshdesk vs Zendesk: User Interface. 4. Here you can see the list of default and custom statuses available. Leading businesses are switching from a range of clunky legacy software to cloud-based customer experience software like Freshdesk, Medallia, Qualtrics, Adobe, and Clarabridge to stay flexible and agile. Turn on the toggle for Automatic ticket assignment or Omniroute and click the check the box to Allow agents to change their availability for automatic ticket. Navigate to Admin from the menu. Freshdesk is another multi-channel help desk software tailored for small to medium-sized businesses. Engaging and empowering agents with self-service via their smartphones empowers agents to manage their work/life balance. Configuring Average Handling Time. Provide superior support to your E-commerce customers. 5000 bot sessions/month. It uses a range of features and tools to aid firms in supplying. Use the Mark note as dropdown to add the note as either Private (not visible to customers) or Public (visible to customer). You can define working hours. Our in-depth help desk software comparison of different help desk tools can help you evaluate Freshdesk against alternatives to make the right decision. Ticket Dispatch. Choose Team and then click on Agents. Easily manage agent shifts across time zones Audit log Monitor changes and always stay up-to-date on what’s happening with your helpdesk. How to interpret this metricFreshdesk is a customer portal software that is capable of multi-product support. Login to Freshdesk as an Administrator. Click on New Agent Status. I personally. The free plan is ideal for small businesses to get started with help desk software. How to install TMetric. Once this is done, you would be able to add Child Ticket Templates under this Parent Ticket Template. Managing Agent Schedules. Quick guide to changing an agent's ticket scope.