Hi,
One limitation in freshdesk is that you can change contact of a ticket by editing the ticket manually but not through automations/api. require the ability to do this through automation (Preferably)
A good example use case for this is
Receiving alerts from one central source
For example
Alerts@freshdesk.com
That alert may be to do with 10x potential customers for example
Currently we need to Edit Contact > Change contact to that customer manually
The goal is to automate this somehow based on the subject so then agents aren’t having to manually edit the contact which is laborious and inevitably can be easily missed - thus meaning this doesn’t feed into the time sheet reporting we use for that customer and time log entries for that customer can be missed
If this worked with automations the automation could look at something like the subject > and then can change the contact or company based on the subject or body of the message as the subject is different but not the requestor e-mail address
Thanks
Jerome
