Add ability to modify "Source"

+1 for this. I can't seem to find a way to set conditions to update the source. Our use case: we use ProntoForms for our phone helpdesk for our team to submit a form with all required info for a sales lead that comes in via phone. With Freshdesk setup, because this form will come in over email, it will mark it as an email request when we need to track as phone. While I have a custom "preferred contact method" field that I can have set based on the standard subject line of the form email that is sent, I would still like to be able to change the actual source on the ticket so we can track volume of calls vs email/portal/facebook. 

We'd like to have the ability to update the ticket source as well.

Never gonna happen, @Jessica Saravia.

Here are the user stories that should have come out of this singular feature request.

1. As an administrator user, I'd like to be able to add custom entries in the "Source" ticket field.  I have this functionality in the ticket field called "Status" along with many other ticket fields.

2. As an agent user, I'd like to edit the value in the 'Source' ticket field in the ticket window on both the mobile and web UI.  I have the capability to edit nearly every other ticket field in the ticket window on those platforms.  I understand that I can accomplish this task using the Freshdesk API [look it up, you can].

3. As an administrator user, I'd like the 'New Ticket' template to default to a 'Source' ticket field other than "Phone".  My company rarely/never offers phone support, and the majority of tickets created using the "New Ticket" template should have a source of portal.

4. As an agent user, I'd like to be able to enter a value into the 'Source' ticket field when using the New Ticket template rather than having "Phone" as the entry for all new tickets.  I have the capability to edit nearly every other ticket field in the ticket window on those platforms.

It sounds like Item 1 is on the roadmap, but items 2-4 are nowhere to be found in the same roadmap.  Item 2 was enabled prior to the implementation of the Mint Mobile/Web UI, and it has never been explained why the feature was removed.

Great news that this is coming. Having the option to add custom sources without the option to modify the source, either manually or (better) through Automations, does not make sense. So I assume items 2 and 3 are also solved. However, if most tickets finish up with status Phone, then the way tickets are created is probably not standard.

Being selfish, but would rather you prioritise the ability for us to manually change/edit the source (which broke when changing to Mint).

At what time can we expect the custom source option to be available? 

Agree, "reported via phone" is confusing and not accurate. Please fix.

FYI: This is something that the agent should not have to modify, but rather the ticket system knowing the source. 

Has there been any updates to this thread? I also would like the ability to select (and modify) the Source when manually creating a ticket. 

Hi Stu

Sorry about this. 

To be honest, this section has been almost given up. Since there are some changes to Ticket Pages, Fields etc, this feature has been pushed to further backlog. But I am bumping this up with Product Managers, to see if we can do this. 

This has been introduced in Freshservice too, so I am sure this can be taken up in Freshdesk too -https://support.freshservice.com/support/discussions/topics/327084

Will see What is happening here

Sorry for the delay on this - 7 Years Delay :(

Thanks
Vijay