User Authentication - Word/phrase

  • 10 October 2018
  • 2 replies


Wondering how other users authentication users when providing support, in particular over the phone?

We have authentication word/phrases which are currently saved in a spreadsheet and agents look up a user.

We would like to add this into Freshservice - our initial thinking was to add as a custom field in Requestor details, however, there doesn't appear to be a way to display this in Form fields for the Support team, so they can see as they are logging the ticket. The agent has to have a secondary tab for FreshService to look up a requestor which is no better than the spreadsheet really.

Wondering if others have a user authentication process and how they have implemented into FreshService?

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2 replies

Userlevel 1

Hi Prithi,

We understand the usecase here. You can import the authentication word/phrases over to the requesters custom field, using a Custom app we can show up this information on the Ticket detail page however, this app is not available for the new ticket page for now, which means you can verify the user once the Ticket is created.

Let me know if you would like to try the app for the Ticket view page and we will also, see if we can bring a similar app for the new ticket page and will keep you posted. 

Hi, definitely would be keen to try the app. We have added one app called Detailr and are trying this out.