In our business, business analysts will often submit a ticket for a customer. These BAs are collaborators in our system. They want to be the requestor on the ticket, but have the ticket(s) show up under the customer. How can employees, whether agents or collaborators, be a requestor for a customer specific ticket?
Userlevel 3
+3
- Community Manager
- 35 replies
-
20 April 2024
Hi
Greetings from Freshworks community. When a Business Analyst raises a ticket on behalf of a customer, the ticket is created for the requester, and only the requester can view the ticket from the portal. However, I understand your need to have tickets show up under the actual customer despite being raised by a Business Analyst.
One workaround for this would be to create multiple companies with the customer's name and then map the Business Analyst with multiple companies. This way, they can see the tickets raised in the customer portal for each company. I hope this workaround aligns with your needs.
Regards,
Yusuf Ahmed
+1
Ok, but the problem is that a Business Analyst in our org is a collaborator agent. Agents cannot be associated to a company. If an agent could be associated to a company, this problem would be resolved.
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