Yes, there isn't a direct built-in feature in FreshDesk to automatically pre-populate a custom ticket field with a value from a custom customer field when a new ticket is created. However, you can achieve this through some customization using automation and triggers.

Here's a step-by-step guide on how you can set this up:

Create Custom Fields:

First, make sure you have both the custom ticket field and the custom customer field set up.
Automation:

Navigate to the "Admin" settings in FreshDesk.
Under the "Automations" section, click on "Ticket Dispatchers."
Create New Dispatcher:

Click on "New Dispatcher."
Set the "Conditions" for when this automation should run. For example, you might want it to run when a new ticket is created.
In the "Actions" section, select "Set Custom Ticket Field" as the action.
Map Fields:

Configure the "Set Custom Ticket Field" action to map the custom ticket field with the corresponding custom customer field.
Save and Activate:

Save your automation settings, and make sure it's activated.

Now, when a customer creates a new ticket, the automation you've set up will trigger and populate the custom ticket field with the value from the custom customer field, based on the conditions you specified.

Remember to test this workflow thoroughly to ensure it works as expected in your specific FreshDesk setup. Automation and trigger options might evolve in FreshDesk over time, so always refer to their documentation or support for the most up-to-date guidance.

Ronal,

Thank you for this possible solution. We are running the growth package of FreshDesk and when I go to Automations I do not see a “Dispatcher” section. I only see “Rules that run on:” Ticket Creation, Time Triggers, or Ticket Updates.