Hello,
We have a lot of customer that do not want to be bothered by emails when we create a ticket. Still, we need to keep track of the customer requesting the service / ticket.
We would like to have a modifiable company field on ticket, but this is not possible apparently.
A typical workflow on our side is:
- a customer calls sales to add something to their subscription
- the sales guy create a freshdesk ticket to manage additional delivery and so on
- the customer will follow up with the sales guy through phone
In this workflow the ticket requester is our sales guy and we have no idea (except in the ticket description) for which this ticket is for, because there is no "Company" or "Customer" field we could manually set up.
Any idea to improve this workflow ?
thanks