Add ability to modify "Source"

It would also be useful to be able to change the source with rules - I have voicemails that come in as emails, I would like to be able to change the source with a rule to "Phone", which is the real source.

Hi

Currently we don't have plans to include Custom Source options but we will take this up in later updates

regards
Vijay

I agree.  The source field may work for some, but it sure doesnt work well for me. For example, MobiHelp, Twitter, Facebook.  There should be a configuration option to at least prevent any Sources not wanted from showing in the drop down list.

I submitted a similar request for this feature.

 I too would like the ability to edit the Source field. Actually, It would even make sense to have this show on the new ticket page.

Hey guys, 

Sorry for the delay in updates. It is possible to modify the Source both manually and automate it with the help of Dispatch'r. The source field is under ticket properties in your ticket view. 

On creating a new ticket, source field is not an available field because when a new ticket is created by an agent, the source is generally phone call. So the default source for those tickets created by agents would be set as "Phone". That can also be changed after the ticket is created either manually or through the use of Dispatch'r.

Gayathri

Dear Gayathri P,

I was looking in the Dispatch'r but there is no Action available that can change the Source of a ticket. (It is available as a Condition). Would be great if I also would have an action to change the Source.

Hey Corey! 

It's not possible to add new sources to the existing "Source" field. However, as a workaround you can add a new ticket field (in Admin->Ticket Fields) and capture "Other Sources" like "report" and "in person" using that.

Hi Micha van der Sloot,

Thank you for your feedback. Could you elaborate the use case for it as well please. I will pass it on to my Development team. 

Hi Guys

Sorry I am jumping late on this.

I am just giving a workaround and I promise, I will raise it with Dev Team to take it up soon, but this workaround can help, until then

1. Create a New Ticket field - Ticket Source - Dropdown field with a few options of your Choice - Email / In Person / Phone etc
2. In Admin > Dispatch'r, create a Rule with specific matching conditions, like Source is Email = Set Condition - Ticket Source as EMail or Source is Phone = Set Ticket Source as In Person etc.

Dear Gayathri,

For the use case: we have a custom build respond form on our main website, in which a user can shoot a question to the support team. This type of question we want to log as a Portal question, not as a standard e-mail request. We already add a tag to these questions, but we would also like to change the source to get a better feeling about the sources in the standard reports within FreshDesk.

So the use case is:

- if the incoming mail contains a certain word in the subject and the mail body starts with a certain header

- then change the source to portal and apply some tags and change the priority

+1 to be able to modify the sources list. We would require "in person". For the moment we just use "phone" for ALL entries the agent enters, but it would be nice to differentiate between "walked in requests" and "called in requests", etc.

My use case for this is being able to create new sources to assist with integration of other sources such as social networks e.g. if I wanted to add certain google+ posts as tickets using the API. You should also allow adding an icon for the new sources that is shown on the ticket list and single ticket view just like the existing sources. It would also just be nice if I was able to edit the names or remove inapplicable sources.

Hello there, 

The work around suggested by Vijay is all we got for your right now.  We are not currently working on adding more or customisable options in the source drop down. 

Thank you for all the feedback. 

With Regards 

Samyuktha

Vijay said we could hide the source field. Can you explain how this is done?

Having just implemented Freshdesk for a customer, this is one of the first questions that they asked. They're using Freshdesk to monitor and respond to support requests but this includes receipt of equipment for repair, which might arrive unannounced by either post or hand! They're not a business who uses social media so Twitter, Facebook et al is completely superfluous. Can we please therefore have the ability to edit the Sources list, without having to implement a work-around?

We would also like to have an "In Person" option added, with potential to edit this field when an agent submits a ticket. But, with only the option to pick phone or in person when the agent submits (because an agent would not be submitting a ticket via any other source on behalf of the requester).

Upvoting the ability to modify the contents of the Source field and be able to add custom elements. Turning it into something like the Status field, where even if it's required it's editable and expandable to an extent would be very useful. 

As a new freshdesk customer I'd like to throw my request in here as well. We have a lot of "in person" requests and it would be nice to properly keep track of them. Something like this should be able to be edited as a drop down in the Ticket Fields admin settings.

Another vote for this - I don't see the advantage of having to create our own custom field when there is an existing source field, other fields such as status have non editable values, the same could be done with source.

There is no option for Walk-in requests. At a minimum, please add 'Walk-in' as an option ... A lot of people are requesting this option.

Perhaps this will help others...

We added a checkbox field for "Submitted in person" to our ticket form. It's only visible to agents. Taking it a step further, if you wanted to set up an automation to add a tag "in person" to tickets with the checkbox marked, then you'd be able to filter for that tag to see the in person tickets.

Ultimately, I still hope to have the ability to change the options for the Source.

In Admin > Dispatch'r, create a Rule with specific matching conditions, like Source is Email = Set Condition - Ticket Source as EMail or Source is Phone = Set Ticket Source as In Person etc.

You can add a Webhook (this one sets the source to #8, or "Mobihelp":

{

"helpdesk_ticket":

{

"source":"8"

}

}

Note however that this did not work in the Dispatcher, but does work in the Observer.