Hi Manda.

At first sight, this seems that the Company field in Field Manager in available / shown only for Agents and not for Requesters.

You may try double checking that.

Otherwise, please elaborate, as this is standard behavior.

Can you can also do, which is easier and faster, is, ensure that companies are set up with Email Domain fields, so, when a requester (no matter if it is an agent) is logged in and submits a ticket, the ticket is assigned the proper company based on the email domain he/she is logged in with.

Hope this helps.

Regards,

Hi Elvis, 

Thank you for the reply. 

The problem that I am trying to solve for is when the person who submitted the ticket, a Freshdesk Agent, (listed as the Contact in the upper right-hand corner of the ticket) does not have the same email domain as the Company that we want to connect the ticket with. 

For example, a CSM submits a ticket asking for help with an issue for ABC University. The Contact on the ticket is the CSM, not anyone from ABC University so the email domain is associated with the internal Freshdesk Agent, not ABC University.

We want the Contact on the ticket to remain the internal CSM, but we want to associate that ticket with ABC University for all other purposes. 

Please let me know if that explanation helps. 

Manda

Hi.

Thank you very much for these additional details.

As a matter of fact, they help.

Well, a couple of things I could think of are:

If the company where the agents belong to do *not* have Company Email Domain, then the tickets won’t have Company. You may need to set that field to Mandatory, so, that way, every Agent interaction would request to set a Company if its not.

If the company where the agents belong to does have a Company Email Domain, then, it would be a matter of setting up procedures. Agents need to be instructed to set that up properly.

You could create a workflow to add, for instance, a private note letting them to remember to validate the company, or even clearing the company in the ticket leaving it to the aforementioned condition, in order to have it mandatory.

Not sure if this sounds.

Regards,

Thanks, Elvis. 

We have set the Company field to mandatory to close each ticket.  We can now see the Company field in the Properties section for any ticket where the Contact is NOT an Agent.  However, that Company field is missing from all the tickets where and Agent is the Contact.  We have tried assigning our domain to our Company to get the field to at least show up, but the Company field won’t even show up for any ticket where the Agent is listed in the upper right-hand corner. 

Any other thoughts? 

Thanks,
Manda

Hi Manda.

Thanks for those additional details.

That’s not a standard behavior.

That sounds like you may be using an app in the appstore to hide fields, or you may be using Dynamic Fields/Forms in order to hide fields.

If any of this is not a current option, then I’d suggest to submit a support case.

Regards,

We have the same problem.

We need individuals to be both Collaborators and Requestors, but their tickets do not assign to the Company by email domain as normal.

We need to be able to Manually associate the Ticket to the Company.

We need to be able to filter by Tickets that don’t have a Company.