Skip to main content
Visit Freshworks.com Visit Freshworks

We are going to use FreshService if all goes according to plan and based on the Growth version.

We have also a external 3rd party as Software Supplier and Developer partner. We would like to be able to assign tickets to this party easily and i was wondering what the best approach would be.

I was thinking about 1 Agent per application and a shared mailbox on their end so that we can easily reassign tickets to them and by only consuming the costs for 1 agent. Is this a feasable solution?

Otherwise the amount of Agents would increase a lot and there might also be some onboarding and ofboarding on their end without us knowing about it.

Thanks for your suggestions!

@Maarten Vlasblom Creating a distribution list per partner and assigning tickets to the respective email would work, however this creates a problem when you would like to know who was the actual agent from your partner team had responded to the ticket. If this is okay, you can go ahead with this approach. 

Reply


Terms of Use