In our Freshdesk the agents create tickets as well via email. These tickets, where the requester is an agent, are not assigned to any company, as agents are not assigned to companies.
How can I assign a company to such a ticket, where the requester is an agent?
Hi
Greetings!
Ideally, tickets are created by contacts who are linked to companies. This behavior is not applicable to agents as they cannot be linked to any company nor can we create a custom field in agent profile. The only workaround here is to create a custom ticket field called ‘company’ and create a ticket creation automation rule to give it a value.
Feel free to drop a note here incase of further assistance :)
Hi
thanks for your input!
Do you suggest to create the custom ticket field ‘company’ as a single line text field or as a drop down field? If text, how do you filter on it. If drop down, how do you populate it?
Moreover, how can the filter be adjusted to not show the standard company field, but the custom one only?
Hi
If you use a text field, you cannot use that field to filter tickets.
You can use a drop down field with predefined company names but cannot add a company using automation.
Hello,
I’d like to +1 this as a major issue for us.
Our use case is: we have Analyst Managers with Agent accounts, who report technical issues related to their customers. As they are agents, they cannot be linked to companies. These tickets cannot be created on behalf of customer’s end-users. These tickets cannot be created with a “generic” account because we would lose the information pertaining to the initial requester, and it is not easy to CC Agents to a ticket without adding new notes.
The workaround consisting of creating an additional custom text field does not allow to filter or perform analysis in dashboard.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
