Hi gang, I’m fresh to freshservice and am getting used to the ticketing system. I’m used to using Connectwise / Autotask / other help desk software and am a little baffled by what I thought would be simple:
Many tickets come in from folks who are not ultimately the primary requester. Joe might email us asking us to fix Mary’s stuff. Well, we are not going to work with Joe, we are going to work with Mary and as such I want to update the requester on the ticket to Mary.
I cannot find an easy way to do this. I don’t see an “edit” option on the ticket’s “more” dropdown.
I am set up as an admin on the system.
If anyone has a suggestion, I’m all ears!
Thanks in advance
