Hi all, so it might be best for me to outline what our company is after and hopefully other users or Freshdesk staff can guide me on what method to use that best suits our needs.
We have one portal now "abccompany.freshdesk.com". We currently have 1 product that we've been supporting but will soon have 7, and each month even more. We are NOT using Freshdesk for Forums or Solutions (we keep all that on our site). We ARE using Freshdesk to manage our support tickets and three Agents. Right now, when someone submits a ticket, we simply send it to all three agents and whoever gets to it first is the person responsible for that ticket.
So, I've been trying to figure out how best to separate the tickets submitted by users so that they are submitted on a "per product" basis. At first I thought the "Multiple Product" option was our solution, because I need a different ticket submission form for each product as we will be collecting some different information for each product. Then I can assign each of those tickets to a "Group" and then assign Agents to each Group as needed (with the assumption that if Product B comes in through it's own submission ticket, then this ticket could be assigned to Agent #5 and Agent #6, and no other Agents would see these tickets unless of course they were Admins.
So, the first thing I don't understand if the Multiple Product setup. We don't require a different url but do require separate tickets per product. How do I set this up?
If the above isn't possible and I need to create multiple urls in the Multiple Product setup, then I assume then that I can create it's own ticket. Is this correct?
Confused User ;)