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Does anyone utilise Freshservice for the kind of scenario wherein the ticket is initiated by an agent and requires a requester’s input?  If so, what is your approach?   

An example of such a scenario: 

  • Conducting a user account review for a system, so an IT system owner (an agent) will ask department heads (requesters) to review a list of user accounts and the permissions assigned, confirming that they are correct

Some approaches I thought of:

Initiating a ticket and sharing it with a requester?

Initiating a ticket on the requester’s behalf and setting the status to ‘Pending’ ?

 

Any ideas are welcome, thanks !

Do the department Heads change often? Do you have separate requester groups for each department?

That’s a solid use case similar to how https://abroadlyconsultants.com/ manages clear communication and structured workflows between students and advisors for smooth coordination.

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