Half of the default sources do not apply to me, and also they default to sources which are not correct (for example email creates ticket, but ticket says source was portal).
I'd like to modify the sources to suit our company's needs.
Closed for Voting
Add ability to modify "Source"
For us it would also be important to add customized sources and be able to select the source when a new ticket is created. This feature request is marked as "in progress". Any details on when it will be available?
This is critical as we are unable to classify tickets from a specific place.
This thread has been active for over 3 years now. Any update? Days are becoming years here.
Hoping for some good news!
+1 For being able to add custom sources: independently the "medium" the ticket arrives, I want to be able to define the system it came from.
I think this should have been fixed/implemented by now. It should be part of a default field when creating a ticket!!
Freshdesk....will you reply?!?!?
I'd be interested to hear of any developments around this as we are also finding it frustrating having a number of sources that do not apply and being unable to add our own 'remote support' option for accurate updating and monitoring of our tickets. I'm glad to see it's not just a one off request however and that there are many others who need this functionality too.
I'd love to see this implemented. We're using other chat apps, and those are created as Web Portal or Email (based on whether they are API calls or forwarded transcripts). So, I'd like to create a dispatcher rule saying, (if subject contains [Live Chat], then change source= "Chat"). The subject is constant, so it should be good.
Hi,
I also want to add custom values to source field. For some cases none of the existing source applies so I would like to add new on my own. when this will be out?
My company would also like to be able to remove entries from the "Source" pull-down which we do not use. That's one thing.
The next thing is we want to be able to add entries to the Source list. Basically, when a support rep creates a ticket, we want to know where the ticket conversation originated. For example:
Customer Called Us
Trade Show Customer
Sales Rep Called Customer
Customer Replied to E-mail Survey
Customer Replied to Phone Survey
That kind of stuff. We just want to be able to see where the tickets are originating.
We also have a huge need to modify / add to the 'source' list - the majority of the ones in there are not applicable to us
- and a major addition for us, would be to show what tickets have come through our automated monitoring system.
The workaround that Vijay posted a few years back is no longer valid (you cannot hide the source field)... so, this
really needs to be pushed further up the 'in progress' tree.
+12Hello,
Sorry for keeping you all wait for this update for a very long time. Ability to add custom source options is definitely a feature that we would like to ship as soon as possible and we already have this in our roadmap for the year. Will update the thread as and when there are some developments on this regard.
Cheers!
so 7 months later is this now possible as it's actually causing a issue with reports, we don't actually take calls on our service desk and when we do our weekly report it looks like we are. We really need this so we can report correctly.
Not to my knowledge. No way to change the default. I have a similar situation, however, we do take some tickets by phone, the vast majority come in via email or messenger.
+7As well as not being able to modify the list of sources, in Mint it seems no longer possible to change the Source field in a ticket when this is obviously incorrect.
It is not clear why this decision has been made.
I would like an update on this as well please. Not sure why nothing is happening with this topic as it is very important and many of us have been asking for this feature for YEARS!
I know the meaning of these 5 years
A slave of the source field
A slave of the source field
Five years for a feature request
The rest because you tried to modify
Yes, 15399.
The rest because you tried to modify
Yes, 15399.
My source is Email not Phoooooonee
I've asked Santa for an editable source field every year, for the last 5 years. Maybe this is the year my Christmas wish comes true.
Bravo
+1 for Source editing. I need to import a load of records and denote they are import tickets, whereby I wanted to set Source as "Import". We also want to remove some of the sources e.g. Mobihelp.
Holy bejeepers, we just signed up to the Trial of Freshdesk today and are running through our Due Diligence to work out whether it has everything we need to migrate from our current system which is having problems.
And. we see that we can't update the Source field and it's currently broken - 6 years after the original request
We just tried to create a manual ticket to test the process and found that it gets added as a Phone ticket (even though we don't offer phone support at all) and we have no options to update it.
Guys - do you think this will be sorted soon?
+7I wouldn't hold your breath. It was fixed in the old UI, but then broken again in Mint. Obviously the Freshdesk team didn't think it important.
Basically when a registered agent enters a ticket it will be given "Phone" as source. The assumption is that agents will only create tickets when they receive a question by phone. To be able to test other source fields, you could create a ticket from a different mail address, or use the portal, but not logged in as an agent.
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.