Currently the dropdown for the source of the ticket is limited to what is hard coded. It would be extremely beneficial to allow this list to be customized. For example, if Freshservice is being used for an internal helpdesk, we need the ability to add things like walk-in or verbal ticket sources, instead of just Chat, or Phone, etc.
Closed
Ability to Customize Ticket Source List Items
Agreed. We had this problem with Freshdesk too (we recently migrated to Freshservice)
We've had to resort to user a custom field for this purpose. Not a great solution
This. Our organization too has walkups (I would imagine most do) and its key to be able to measure the volume that comes in via walkups so that we can adjust staffing levels.
Please add this ability.
Adding my agreement to this. It would be very useful to be able to add ticket sources to the dropdown..
I agree. Ability to change the list values to accommodate other forms of communication, e.g., walk-in, text, would be very helpful.
As we have more and more app-users, we are having support requests submitted directly from the apps. These all come in as "email" and it would be very beneficial for us to know which ones were actually from an app, instead of pure email.
The majority of my tickets are opened via walk-in, not phone or email, so this would be extremely useful.
Also the ability to change the default from "Phone" to something else.
+1Thanks for your inputs. We understand that Walk-ups are common with internal helpdesks, so we are currently working on adding 'Walk-up' as a source for tickets. This should be available in the coming weeks. After that, we will explore the possibility of adding custom source for tickets.
Thanks,
Freshservice Product Team
I don't even see a way to change source. If you create an incident, it just defaults to "phone". I had to add a secondary "source" field and ignore the built in one to have accurate source info.
(You can change it AFTER creating the incident, yes, but that's not helpful.)
I'll reiterate the desire to change the default source. Also, is there a way to add the Source drop down to the agent ticket form?
I agree, I'd like the option to 1. Choose the source as I create a ticket and 2. Customize the source options
Amending the source list would be most helpful. Mainly to get rid of the excess default options that we are never going to use that just clutters up the list
How are you getting on with this guys. We really need the ability to customise this list, I see this conversation was started 2 years ago - an update would be greatly appreciated.
Please update the status on this. If you cannot edit the Sources, at least allow us to hide the unnecessary ones.
Dear Freshservice, any updates on this? Is it somehow possible to hide unwanted values and add our own?
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