Hi Pradip,

Thank you for reaching out to Freshworks Community.

Once the engineer uploads the customer’s signature successfully, the agents and admins will be able to view attached customer signatures from the “Properties” pane of a service task. Clicking on the "Signature" tab will allow you to view the attached image. You also have the option of downloading the signature as well.

Coming to your use case, I am afraid there is no straightforward way to forward the ticket with customer’s signature.  As a workaround, you could make use of the ‘Print ticket’ feature in Freshdesk to download the ticket as a PDF. Then, you could download the signature image as well from the signature tab and share them across with your accounts department by using the ‘Forward’ option in the ticket details page.

Feel free to drop a note here in case of further queries!

To streamline the process of forwarding a service ticket with the customer's signature from the engineer to the accounts department, you can implement a digital workflow. Here's a suggested approach using common tools and methods:

1. Capture Customer Signature Digitally: Equip your engineers with a tablet or smartphone that has a stylus. Use a mobile app (such as Adobe Acrobat Reader) that allows for digital signatures. The engineer can have the customer sign directly on the device's screen, capturing a digital signature.

2. Attach Signature to Service Ticket: After obtaining the signature, the engineer can attach the digital signature image to the service ticket within your company's system. This could involve uploading the image as an attachment to the ticket or integrating with your CRM or service management software.

3. Generate Email or Notification: Once the service ticket is updated with the signature, the system can trigger an automated email or notification to the accounts department. The notification should include relevant details about the completed job, the attached signature image, and any other necessary information.

4. Automated Document Routing: Set up an automated workflow using a tool like Zapier, Integromat, or Microsoft Power Automate. This workflow can detect when a service ticket is updated with a signature and then automatically forward the ticket, including the attached signature, to the accounts department via email or a designated file-sharing platform.

5. Access to Documents: Ensure that the accounts department has easy access to the relevant service ticket documents, including the customer's signature. This might involve integrating your document storage solution (such as Google Drive, Dropbox, or a company server) with your workflow.

6. Confirmation and Billing: The accounts department can then review the service ticket, verify the customer's signature, and proceed with billing or other necessary actions. They might mark the ticket as completed or trigger further steps in your company's billing process.

By implementing this digital workflow, you can significantly expedite the process of forwarding signed service tickets to the accounts department. It minimizes manual tasks and ensures that the necessary information is communicated accurately and efficiently. Make sure to customize the workflow to fit your company's specific processes and tools.