There are people in my organization that are agents but that can also send tickets in. If I have them specified as an agent, and then also try to give them a contact record, I receive:
When I click on “View contact” it takes me to their agent record. It looks like in the past that my organization gave them other email addresses (either aliases or dummies that didn’t actually exist) but what is actually the best practice for doing this?
Thanks!
+1
Hi jmherring,
We cannot have the same user to have 2 different roles since the system primarily tracks the Users based on their email id. If an Agent has to raise a ticket, they do have the capability to raise it from the system by clicking on + New. Here they would get a dropdown such as New Ticket, New Email etc. They can choose New Ticket and add the information. If you need them to get the user experience, they will have to log in with a different email address. The best practice is to raise the ticket internally by using +new. Please find the screenshot below.
Regards,
Usha
Freshworks Professional services
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