We usually have multiple people who need to be associated with a ticket. Usually it centers around testing in their respective areas of the organization. It would be nice to allow multiple contacts to be associated with a single ticket.
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Allow multiple customer contacts to be associated with a ticket.
+1 to this feature. Sometimes the main customer (User A) is submitting the ticket on behalf of another individual (User B). User A is already swamped with emails, and we would like to contact User B but still keep everyone in the loop.
the use cases from @Aravind do not solve the topic. Please take away the IMPLEMENTED mark on this topic. Want to have this as well.
This is CRAZY that we still can't do this ! It happens very frequently that we are dealing with multiple employees of the same company when dealing with a case and it is REALLY slowing us down, we will be looking for an alternative if we don't get this feature shortly.
Folks,
At present, Freshdesk assigns the ticket ownership of any specific ticket to a single contact only.
We understand that there might be use cases where you might want to have this ownership shared between or passed over to another contact or entity.
Aravind, our product manager has suggested the best possible workarounds in achieving this.
Organizing such contacts among whom the ownership might be shared into 'Companies' in Freshdesk would be the best pick among the workarounds and also the closest available solution, as a few or all of these contacts belonging to the corresponding company can be given access to view and reply to all tickets raised from that company.
This way, if the actual requester is out on leave or has left the organization, the other contacts from this company would still be able to access the ticket.
Please write to support@freshdesk.com if you have any further questions on this.
Cheers!
+1 for implementing this as a solid feature into Freshdesk. The workaround proposed by
+1We have the same need. We regularly have several participants/requesters who must receive emails and be able to intervene on the same ticket. The CC functionality is not sufficiently evolved and adapted to meet this need.
Please consider implementing this feature.
Thank's
Dany
+1We have the same demand! As we are a insurance broker, we are always the “man in the middle”.
Most of our tickets are concerning an insurer and a customer. If we get a bulk mail from an insurer for a bunch of customers, we cant link the ticket to a specific customer contact and linking it to the insurer is also not a good practice, because in a year or so, i want to check for tickets for customer contact “XY” and this ticket will not appear in the timeline of the customer contact.
So what it would need is some kind of “stakeholder” field in the ticket. There you could search and add contacts from freshdesk as a stakeholder to the ticket.
In the “Contact” view of the customer, there could either be a seperate tab for “Stakeholder tickets” or just add it in the “Tickets” tab or “Timeline” and flag it as a Stakeholder ticket. That would not mess things up with the one assigned contact per ticket philosophy of freshdesk.
I think this could be a good solution, at least for us ;)
+1 this feature! Would greatly expand our capabilities with FreshDesk
+1+1 - This would allow multiple requestors to be assigned a ticket where responsibility is not linked purely to one department.
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