Last updated: 2021-06-17

Source: https://support.freshdesk.com/support/solutions/articles/40869-understanding-and-creating-a-new-quest

Understanding and Creating a new Quest

Quests represent performance goals that you set up for your support agents. They help you align your support team with your business purposes, by driving them towards performing activities that benefit your brand.

Apart from earning points by resolving tickets, agents can seek to complete quests to score bonuses. Every completed quest in Freshdesk comes with a particular badge which will be showcased on the agents' profile and the points are added to their existing score. Completing tasks also help them to improve their standing in the running for monthly trophies.

You can also create business-specific quests which could drive your agents to actively engage with your customers on forums or social media. This way, your agents will be motivated and can be incentivized by doing the task which is usually at the bottom of their to-do list as opposed to the tickets. There are 7 default quests (modifiable) available upon enabling Arcade:

You can also go ahead and set up custom quests that are more fine-tuned to your business goals. For example, you can make answering queries this Black Friday more fulfilling and fun by setting a quest and awarding badges to every agent who completes the quest.

How to create a new Quest

  • Go to Admin \> Agent Productivity > Arcade.
  • Select the Quests tab.

    • - The default set of quests will be displayed along with their ON/OFF status.

  • Click New Quest.

  • Choose the type of quest you want to create - Resolving tickets, Publishing Solutions, or Engage the Community.
  • Once you have chosen the type, fill out the quest criteria and conditions.
  • You can add multiple conditions by selecting the Add New Condition button.
  • Click Pick a Badge to choose a badge for your quest.

  • Specify the number of reward points and the badge the agent scores upon completion of the quest.

  • And finally, name your quest and describe it briefly so that your agents know what it is.
  • Click Save Quest to finish creating the quest.

    • Your agents can view all Quests from their Dashboard.

    Note: If an agent meets the target of the quest, the bonus points will be added and the badge will be rewarded. Once the badge is achieved, the bonus point for that specific quest will not be added again even if you meet the criteria for the next time. Hence, it is a one time action..

    • Quests represent performance goals that you set up for your support agents. They help you align your support team with your business purposes, by driving them towards performing activities that benefit your brand.

    Apart from earning points by resolving tickets, agents can seek to complete quests to score bonuses. Every completed quest in Freshdesk comes with a particular badge which will be showcased on the agents' profile and the points are added to their existing score. Completing tasks also help them to improve their standing on monthly trophies.

    You can also create business specific quests which could drive your agents to actively engage with your customers on forums or social media. This way your agents will be motivated and can be incentivized by doing the task which is usually at the bottom of their to-do list as opposed to the tickets. There are 7 default quests (modifiable) available upon enabling Arcade:

    You can also go ahead and set up custom quests that are more fine-tuned to your business goals. For example, you can make answering queries this Black Friday more fulfilling and fun by setting a quest and awarding badges to every agent who completes the quest.

    Quick Guide to create a New Quest:

  • Go to the Admin > Agent Productivity > Arcade.
  • Select the Quests tab

    • - The default set of quests will be displayed along with their ON/OFF status.

  • Click on the New Quest button to create a brand new quest.

  • Choose the type of the quest you are about to create. It can be either Resolving tickets, Publishing Solutions or Engage the Community.
  • Once you have chosen the type, fill out the quest criteria and conditions.
  • You can add multiple conditions by selecting the Add New Condition button.
  • Click on Pick a Badge to choose a badge for your quest.

  • Specify the number of reward points and the badge the agent scores upon completion of the quest.

  • And finally, name your quest and describe it briefly so that your agents know what it is.
  • Click on Save Quest to finish creating the quest.

    • Your agents can view all the Quests from their Dashboard.

    Note: If an agent meets the target of the quest, the bonus points will be added and the badge will be rewarded. Once the badge is achieved, the bonus point for that specific quest will not be added again even if you meet the criteria for the next time. Hence, it is a one time action..