At the moment I have been having a very hard time to find tickets that involve a 3rd party. Mainly because freshdesk works 1-1. Meaning if I escalate a issue to a 3rd party which is in relation to a customer the ticket cannot be seen unless I go into that specific requester and find it or unless the ticket subject has the relevant company name.
This is especially the case when you want to know the situation of a customer account. The natural thing to do will be to go into the company and see the timeline. however for cases where a 3rd party is involved, those tickets will be completely lost and anyone looking to see the situation (eg. customer success) will be oblivious.
What is the most effective way to handle this?