There are times when tickets come in high volume and agents need to minimize distractions and focus on being quick and efficient. For such situations, Freshdesk provides agents with focus mode option to help them stay productive. This feature enables agents to work on the tickets queued up without interruptions.
Enabling Focus mode in Freshdesk:
To enable the agent focus mode, go to Account ----> Profile settings ----> Switch on focus mode toggle
How does focus mode work?
Once the focus mode is enabled, the agent can start replying to tickets and set the status as resolved. This will take them to the next ticket in line.
Note: The focus mode does not work when agents update the status on the ticket without replying or if they click on the 'Close' button on the top bar. These actions would take them to the list view as in regular mode.