Can you add Source and Tag to the Submit a ticket form?
I want to start tracking phone calls to our Help Desk, and it would be faster if the agents could complete all ticket fields from the submit a ticket form instead of creating the ticket and then updating after it is submitted.
A time spent field on their would be excellent as well.
+12Hi,
By default, the source of the agent created ticket would be set to "Phone". This is with the ideation that the agents can use this form to create a ticket while they are on a phone call with the user. They would also be able to associate a tag to the ticket.
Cheers!
+3@Aravind, while I agree that in most cases the source probably is "Phone" when an agent uses the "New Ticket" option, it would be really nice if it was possible to change the Source manually for those cases when it's not. And even better; to also be able to set the source in the "Ticket Templates" for different customized alternatives.
I hear this request from many customers.
Is Freshdesk anywhere closer on this request? I'd like to change the source on a ticket and not have it default to Phone. In fact, I want no default and to allow my staff to choose the Source as we get tickets from email, portal, text and phone calls. Text is not an option so the data is inaccurate. I plan to add a custom field but it seems pointless to do that when you have a source, just let us change it.
We need this too! It's wrong to assume that the source of the ticket is 'Phone', when it could be a physical conversation with a customer or a colleague, or something that was sent into an incorrect email or person.
Just need a 'Source' dropdown...
I talked yesterday with someone on your chat, giving them the link to this discussion and even though this has the tag "implemented", on the chat they said that the option does not exist :)
We really need this option. If it's implemented, we need to use it. If it's not, get your ducks in a row and change the status of this discussion :)
We’d also welcome this feature. Our use cases:
Hello,
Apologies for the delay. Hope you are all well. The source of tickets created by + new tickets will be phone by default and it wouldn't be possible to change this from the UI. However, as a workaround, you can trigger a webhook in the ticket creation rules to change the source of a ticket.
To do this, please go to Admin > automations > Ticket creation > New rule. Configure the rule to be triggered when the source is phone and include other conditions as well if needed and perform action to trigger a webhook.
It has to be a PUT call and the callback URL would be https://domain.freshdesk.com/api/v2/tickets/[id].
In the payload, pass the source vaue as below,
{
"source":1
}
There are various numbers that correspond to the sources and they need to be assigned accordingly. Also, please note that all the mandatory fields have to be included in the body for this to work.
Here's our API document for reference : https://developers.freshdesk.com/api/#update_ticket
However, it still wouldn't be possible to add custom status values for now. Please write to support@freshdesk.com if you need any assistance with this.
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