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Question

change ticket opening source

  • April 6, 2023
  • 3 replies
  • 229 views
Giuseppe.Ferretti
Apprentice

it happens that the customer calls and opens the ticket from the portal during the call.
I would like at that time to be able to change the field by setting it as a ticket opened by phone and not by portal
Would it be possible to do this somehow or implement a new feature?

      3 replies

      Ukolluru
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      • Ukolluru
      • Community Debut
      • April 6, 2023

      Hi @Giuseppe.Ferretti,

      Welcome to the Community!

      Out of the box, the ask is not possible but you could create some custom sources such as ‘Customer raised’ and use that as soon as the customer creates the ticket in Freshdesk.

       

      Regards,

      Regards, Usha Freshworks Professional Services.
      aravind.sundararajan
      Skilled Expert
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      Hi @Giuseppe.Ferretti You can create a custom field (change source to Phone) and upon selecting the field, we can build an automation rule to update the source value using the Freshdesk API. 

       

      This way, when you identify tickets where the source should be updated to phone, you can update the custom field and have the automation rule modify the source value.

      Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
      Mickelt
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      • Mickelt
      • Community Debut
      • April 6, 2023

      Thanks for givig info  https://packstrack.com/

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