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Agents should also be able to be contacts

Related products:Freshdesk
  • November 14, 2022
  • 1 reply
  • 43 views
K
Apprentice
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This is our use case:

We’ve got about 7600 companies in our Freshdesk instance.

About 90% of our contacts are our own employees. Our employees are managing portfolios of about 20-40 companies each. They submit tickets on these companies.

We’re about 50 agents in our Freshdesk instance. I would say about 30 or more of these agents also have their own portfolio of companies that they need to submit tickets on. But as it is now, they are not able to be contacts on companies, and can therefore not select a company when submitting a ticket. 

Right now, our solution is to move these tickets when they are closed: we change submitter from agent to they belonging department leader and the company the ticket is about -we’ve got a python script running doing this via Freshdesk API.

 

But please; it would be really great if an agent could also be a contact, or at least be able to select company on a ticket.

1 reply

jacobhales
Community Debut
  • jacobhales
  • Community Debut
  • September 26, 2023

This is our use case:

We’ve got about 7600 companies in our Freshdesk instance.

About 90% of our contacts are our own employees. Our employees are managing portfolios of about 20-40 companies each. They submit tickets on these companies.

We’re about 50 agents in our Freshdesk instance. I would say about 30 or more of these agents also have their own portfolio of companies that they need to submit tickets on. But as it is now, they are not able to be contacts on companies, and can therefore not select a company when submitting a ticket. 

Right now, our solution is to move these tickets when they are closed: we change submitter from agent to they belonging department leader and the company the ticket is about -we’ve got a python script running doing this via Freshdesk API.

 

But please; it would be really great if an agent could also be a contact, or at least be able to select company on a ticket.

I understand your use case and agree that it would be great if agents could also be contacts in Freshdesk, or at least be able to select a company when submitting a ticket. This would make it easier for your agents to manage their portfolios of companies and submit tickets on their behalf.

Currently, there is no built-in way to make an agent a contact in Freshdesk. However, there are a few workarounds that you can use:

  • Create a custom field for company on the agent profile. This would allow you to associate each agent with a company. Then, when the agent submits a ticket, they can select the company from the custom field.
  • Use an automation rule to assign tickets to the appropriate company based on the agent who submits them. For example, you could create a rule that says "if the submitter is an agent and the company field is empty, then assign the ticket to the company associated with the agent's profile."
  • Use a third-party app. There are a number of third-party apps that can help you to manage agent permissions and company associations. For example, the app "Freshdesk Agent Permissions" allows you to give agents the ability to select a company when submitting a ticket.

I would recommend that you try one of these workarounds to see if it meets your needs. If not, you can submit a feature request to Freshdesk asking for the ability to make agents contacts.

Here are some additional thoughts on your use case:

  • Moving tickets after they are closed is not ideal. This can lead to errors and inconsistencies in your data. It is also less efficient than being able to submit tickets to the correct company in the first place.
  • Having a separate department leader for each company can be complex and inefficient. It would be simpler and more streamlined if your agents could simply submit tickets on behalf of the companies they manage.

I hope this information is helpful. Please let me know if you have any other questions.

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