I require to be able to report on the link between the Freshdesk ticket and the corresponding Freshservice incidents/service request.
Ideally by simply adding somehow the Freshservice reference number in an exportable field in Freshdesk; a field that can also be added in a list view as a column.
and/or
by adding to the reporting feature to drill down the incidents threaded to the tickets within Freshdesk.
This will make it easy to report on how many Customer-facing tickets have been escalated to internal teams.
Thanks,
Mikael
