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Question

change ticket opening source

Giuseppe.Ferretti
Rank

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
Rank
Badge +1

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
Rank
Userlevel 4
Badge +12

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
Rank

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