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I’d like the community’s ideas for a challenge I’m having:

I want to be able to separate tickets created by partners and customers, first and foremost for analytical purposes.

They use the same portal and forms and everything, but we have partners that acts as a first line for their customers and then escalates to us when needed.

I have setup companies, there are external databases to sync towards to understand which companies are a partner - but I dont know the best approach for making sure that the data of this being a partner follows the ticket - for informational purposes for the agent and for analytical purposes.

If I add a custom field for instance to the Company - it doesnt seem obvious to me that this can be used for filtering in analytics or ticket view.

How would you approach this?

​@andersreve if there’s at least one property/field in the company that distinguishes a partner from a customer, then you can use that to segregate tickets logged by partners and customers. 

For example, if you know the partner company names, then you can directly use that as a filter (as shown in the image below) to get tickets logged by the partners. Alternatively, you can use any other field which has different values for partners and customers and use that field as a filter condition in the tickets report.

Also, custom fields are supported to be used as filters in analytics and reporting.

 

You can filter on your company attributes, like this 

 

OK, so create a custom field in “Company fields” which states partner, customer or employee - and then use that for filtering? Or do you have a better suggestions for what property/field to use for this purpose?

But can I filter on custom properties/fields? This is where I struggle. I can not filter for the partner names, there are more than 200...

Yes, you’ve got it - a drop down field on the company - populate all that data, and the use it as your filter.

I would love to be able to do that - but any custom Company field I add is not available as a filter. I can only filter for the default Company fields - and neither of those can be used for this purpose.

Any other suggestions or workaround to that?

It definitely works for me.  Have you populated some companies with that data?  I guess it needs to be in the reporting database before it appears?

​@andersreve 

To demonstrate, I have a custom company field for the region.

 

Which is available to me in analytic filters

 

 

Yes, absolutely - I have data populated for other fields that are custom too. 

I stand corrected: I can only select the Defualt Company Fields that are Dropdown.

Should I then maybe report this as a bug?

What plan are you on?  We’re on Pro.

It’s correct that you can only filter on dropdown fields, but I can see custom drop downs in analytics.

Yes, I’d log it with support.

​@andersreve 

To demonstrate, I have a custom company field for the region.

 

Which is available to me in analytic filters

 

 

Thanks for this, I’ll try to report this as a bug!

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