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Please Suggest best combination/usage of parent child and shared ownership

Abhishek Sharma Intangles
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Hi,

Please suggest how to implement the below use case in freshdesk in the best possible way?

Customer mails the issue to customer support and ticket gets assigned to GroupA 

GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupB

GroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC. At this point of time, GroupA and GroupB needs to have a view of this ticket.

I find the use case of shared ownership very limiting and restricting.

Moreover, it is not possible to create a child ticket of a child ticket.

Please suggest the best way around?

 

10 replies

vinothkumar.manoharan
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Hi @Abhishek Sharma Intangles 

Greetings from Freshworks Community

Two options to have this use case solution. 

  1. If you are on an enterprise plan, then you will have a segregated scope with View and Edit access separately that can be defined in an Agent Level as show below which will enable a view access to the ticket that are moved to a different group
  2. Create a Ticket Update automation rule where we can add the Group members as Watcher that enables them to get a view access to the ticket. When a group is moved from GroupA to GroupB, then add GroupA members as Watcher to the ticket. Similarly for GroupB to GroupC the add GroupA and GroupB members as Watchers. With this option,  whenever the group members are modified in the group then the automation rule as well need to be updated.
     

 

Shared ownership is the better fitment comparing to the above two options. Let me know the restrictions that you are foreseeing in using the shared ownership option.

Looking for your update

Cheers

Vinoth

Vinoth | Freshdesk product expert | 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.
Abhishek Sharma Intangles
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Hi Vinoth

How can we track SLAs on this? Or is there a way to get time logs of when the ticket move from groupA to groupB then groupB to groupC then groupC to groupA etc.

Abhishek Sharma Intangles
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hi Vinoth, curious to know

What is the button at the top of your screenshot, “Request onboarding”

vinothkumar.manoharan
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@Abhishek Sharma Intangles Request onboarding is a 1:1 complimentary demo which can be leveraged. You can connect to our support@freshdesk.com to get it in detail. 
 

For tracking SLA in each stage of the ticket lifecycle is not currently supported by the product however while setting up the SLA, you can put a condition by Group which will associate the SLA when each group movement is updated in the ticket. To note, SLA always gets calculated from the Creation time of the ticket and not from the Group assigned Time.

Vinoth | Freshdesk product expert | 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.
Abhishek Sharma Intangles
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Hi Vinoth,

Could you please help me with, how this would be set up in freshdesk, the thing you mentioned SLA when each group movement is updated. 

vinothkumar.manoharan
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@Abhishek Sharma Intangles : Sure.

 

  1. Navigate to Admin → SLA Policies and click Add Policy
  2. In the condition, select Group and configure the Response and Resolution time.
  3. Repeat the above steps for other groups configurations.
  4. Below SNIP FYR

 

Vinoth | Freshdesk product expert | 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.
Abhishek Sharma Intangles
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Vinoth,

So, I have provided the access of GroupC to an agent of GroupB. He is able to see those tickets of GroupC in which he has been watchlisted.

But in his normal dashboard of ticket lists, he is seeing GroupC tickets still. Any way to have only GroupB tickets in the default view?

vinothkumar.manoharan
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@Abhishek Sharma Intangles :

 

Dashboard will show the GroupC tickets as well because the view is enabled for the group as well. To restrict it, filter the GroupB in the filters and save it as a Ticket List view. Select that view to get only GroupB tickets on the view.

Vinoth | Freshdesk product expert | 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.
H
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You can utilize ticket tags and automations. When a ticket is assigned to GroupA, create an automation rule that adds a specific tag, such as "Redirected," to indicate redirection. GroupA can then analyze the issue and assign the ticket to GroupB. To allow GroupA to view the redirected tickets, you can create a custom view based on the "Redirected" tag. Similarly, when GroupB determines that intervention from GroupC is required, they can assign the ticket to GroupC. To enable both GroupA and GroupB to track the ticket, create a separate custom view or use another tag to identify tickets assigned to GroupC.
Regards: clearuplift 

aaliyan
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Hi,

Please suggest how to implement the below use case in freshdesk in the best possible way?

Customer mails the issue to customer support and ticket gets assigned to GroupA 

GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupB

GroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC. At this point of time, GroupA and GroupB needs to have a view of this ticket.

I find the use case of shared ownership very limiting and restricting.

Moreover, it is not possible to create a child ticket of a child ticket.

Please suggest the best way around?

 

To tackle your use case in Freshdesk, we can make clever use of ticket assignment, tags, and views. Let's start by setting up GroupA as the default assignee for incoming tickets. So, whenever a customer emails their issue, the ticket will automatically land in GroupA's hands. Now, when GroupA decides to redirect a ticket to GroupB, they can add a special tag to the ticket indicating the redirection. Here's the nifty part: GroupA can create a custom ticket view that filters tickets with that particular tag. This way, they can easily keep track of the tickets they've redirected to GroupB. Now, when GroupB receives a redirected ticket and realizes it requires intervention from GroupC, they can add a different tag to show the redirection. Both GroupA and GroupB can create their own custom ticket views based on their respective tags, ensuring visibility into tickets redirected to GroupC. Although Freshdesk doesn't support child tickets of child tickets, using tags and custom views allows you to efficiently manage the flow of tickets.

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