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Freshservice - complete ticket conversation

  • December 8, 2022
  • 2 replies
  • 59 views
Kristof Gielis
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Hello,

We are looking for a way to share/merge a complete ticket conversation, including inline images and attachments from ticket A (original requester) to ticket B (requester outside organisation). We need this to escalate an incident to another company.

The requester in ticket B can’t access our portal (SSO), so he has to receive the complete conversation by e-mail notification.

So far everything seems to be a no go: forward (only one comment), CC (only incremental comments), co-requester (all comments, but linking to portal, no conversation history in e-mail notification), parent-child synchronisation (only new comments, no conversation history), merge tickets (only links to portal conversation history, no conversation history in e-mail notification), print ticket conversation to PDF (attachments not included).

Thanks in advance,

Kristof

2 replies

afautley
Top Contributor ⭐
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  • afautleyTop Contributor ⭐
  • Top Contributor ⭐
  • December 8, 2022

couple of things.
Can they have access to your portal? might solve a bunch of issues..

Also sounds like an API into their ticket system would be beneficial if you need log/share information.
do they have a ticketing system? 
I have not setup Custom API’s yet (we have this road mapped for the summer). but I'm sure there is people that can help make that happen or would know if that would work. 

 

Kristof Gielis
Contributor
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  • Kristof Gielis
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  • Contributor
  • December 9, 2022

Hello, thanks for your reply. It is a partner. They have there own ticketing system, Zendesk. We log a ticket with them and want to merge our ticket A with their ticket B. They solely want to work in their ticket B. At this moment they are not willing to set up a special bridge through API as we are not their only customer. So we need to transfer the history of conversation somehow from A to B.

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