We are looking to automate a Service Request to request service by our print management vendor. We would like individuals to be able to request printer repairs or print supplies from our print management vendor. I can email internally but I don’t see where I can route the request to an outside vendor.
Thanks in advance.
Hugh Adams
Hi
Welcome to the Refresh Community!
Tagging a few Freshservice experts here who can share their thoughts here -
Hello
Sharing my suggestions but there could be alternative ways to do this better.
If you’re comfortable adding the print management vendor as an agent in the system, then this process is very simple. Create a separate agent group with this agent profile as the member to handle these print supply requests and create a workflow to route these requests to the new group.
While creating this agent profile, you can restrict their helpdesk privilege by granting them access to see only tickets that are assigned to them or the print supplies group. With this set-up, you can even run a report on how many requests are handled by them and generate metrics just like how you would do for the rest of the helpdesk.
Add the print management vendor as a requester by creating their profile from Admin → Requesters section. By doing so, you can use the Send Email to option in workflow automator to send emails to vendor whenever there is a new request for Print management vendor supply.
This would solve the requirement for routing the request to vendor team. But if the communication between vendor and the requester happens outside this email thread, it will not be captured as part of the same Freshservice ticket.
We personally have done option 2 (setup vendor as a requestor) for our workflows, and the added benefit is this can also be used for getting quotes for hardware or software from account managers.
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