The current integration assumes Freshdesk is always the ‘customer’. In our organization we have two support areas for our employees; IT (Freshservice) and Business Systems Support (Freshdesk). We have three needs. This integration solves for one. It would be great to solve for all three.
Business Systems request requires support from IT - solved
IT requires support from Business Systems - Unresolved
Ability to transfer a ticket to the proper helpdesk - Unresolved
Our business does not have a full fledged customer support area for all employee needs. We have two support areas. IT and Business systems.
IT (Freshservice users) supports hardware and infrastructure such as phone systems and network. They also support licensed software such as Outlook, backups, etc.
Business Systems Support consists of business analysts and technical analysts that support our business systems used to perform business transactions; services and systems provided through integrations with external partners.
Ideally we would like a solution that could support a request that comes in through either channel whether a collaborative solution is needed or not. A solution that allows us to get the request to the right area without adding the need for an agent to support a ticket simply as a pass-through.