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?