See important Company info on the ticket

Hello, 

Something like this Freshworks Company Viewer Integration | Freshworks Marketplace ?

Hi Daniel,

Thanks for the feedback.  Do you know if the company icon will be a different color if it is at Risk versus happy?  Just was looking for a quick visual on the ticket to indicate something unique needs to be done with this company.

I would suspect that agents will not drill into the company info if there typically is no need.

Hi JoDel.

You might consider setting those Companies/Contacts as VIP, so you will have the Visual of VIP when accessing the ticket.

How affect VIP to Company members? | Freshworks Community

Regards,

This is what I suggest 
One effective way to ensure important company information is prominently visible to agents is by utilizing custom fields within your ticketing system. Identify a field that is currently unused or repurpose an existing one to capture critical details such as Health Score status or special instructions.

For instance, you could create a custom field named "Priority Notes" where agents can quickly see any urgent instructions or concerns related to the company. Regularly update this field to reflect important information like an 'At Risk' Health Score or the need to forward the ticket to the accounting team.

Additionally, you might consider implementing color-coded flags or tags that are easily noticeable. For example, assign a specific color to tickets with high-priority information, making it visually distinct when an agent opens the ticket.

Remember to provide clear guidelines to your team on how to use these fields consistently for better visibility and efficiency in handling different scenarios.

Best regards,

Special 

The icon going to be the same. You need to click on it to view the company data. 

Agree with ​@JoDel on this one - the ability to see company info on the ticket screen would be a huge help.

​@JoDel did you submit an idea for this?

​@RobCrossHM - No I hadn’t created an idea. 

I’ve created an idea for it.  I know there are chargeable add-on’s available, but I think this should be part of the core product. Please Up-Vote it if you agree 

Company Details Visible on a ticket | Freshworks Community

Hello All,

Firstly, apologies if someone has already posted this solution.

I find that custom fields work well for this purpose.

Steps to Add Custom Fields:

1. Go to Admin > Customer Fields > Companies > Customize Requester Widget.
2. If the field you need is not there, you can easily create one  in the Companies area and drag it to the desired location on the form (e.g., "Important Notes").

When using the Customize Requester Widget, I find that less is more. This will show up on every ticket associated with that company.

Hope this helps!

Hi ​@HannahH 
Believe it or not, I stumbled across that config earlier this week, but completely forgot that I’d posted on here about it.

Thanks for replying!