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?
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 :)
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?
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.