Skip to main content
Closed for Voting

Assign ticket to a company

Related products:Freshdesk
  • October 5, 2011
  • 39 replies
  • 128 views
A
Apprentice

I want to add a ticket, and allocate it to a Company, so if a person from that company logs in, they will see all tickets from their Company.

 

At the moment, there doesn't seem to be an option to assign a ticket to a company when I'm logged in as Admin.

 

Can users from the same company see each other's tickets? I'd like it if they could.

39 replies

V
Contributor
  • vijay.shankar
  • Contributor
  • October 5, 2011

Hi Andy


We have addressed this feature in this way.

 

A person from a Company A , can be given a role such that, they can view all the tickets from that Company A. To enable this option, ensure that all your customers are mapped to the Company from the "Customers Tab".

 

Now, In Customers Tab -->> Click on Contacts -->> Select a User from Company A -->> Edit. Now, ensure that Company is associated for this User.Just below this option, there is a Checkbox - "can see all tickets from this company". Once enabled and saved. Whenever this user logs into the portal, they will have a new tab "Company A" that will allow them to see all the tickets raised from Company A.





Let me know if this solves your requirement.

 

regards

vijay

A
Apprentice
  • andy
  • Author
  • Apprentice
  • October 5, 2011

Thanks Vijay

 

It answers part of the question.

 

Is it possible for me (logged in as Admin) to add a ticket and put it in that Customer account?

It seems that the 'Requestor' would have to be form that company to put it in their account?

V
Contributor
  • vijay.shankar
  • Contributor
  • October 5, 2011

Hi Andy


As an agent, you can use the Submit a Ticket and fill the requester information (User's Email ID) while creating a ticket and automatically the "Company" information will be added in the background. When the user logs in to the portal using the Email ID, they can see all their tickets and company tickets. But we must ensure that all the Contacts & Company data are filled and the option I mentioned above is enabled.

 

regards

vijay

A
Apprentice
  • andy
  • Author
  • Apprentice
  • October 5, 2011

Thanks again Vijay

 

I guess that makes sense. While I'm testing the product, I don't want client to start receiving ticket notifications.

I can imagine times when it would be useful for me to be the Requestor, but still for the ticket to be assigned to a Companies pool.

 

I don't suppose it's on your development roadmap by any chance?

 

Andy

V
Contributor
  • vijay.shankar
  • Contributor
  • October 5, 2011

Hi Andy


We can understand your requirements. We will try to bring out a sandbox environment for testing out Freshdesk. Its already in plan and we will surely keep you notified. (FYI : You can enable/disable notifications from Admin -->> Email Notifications sections for requesters/Agents)

 

regards

vijay

Y
Community Debut
  • yhliew
  • Community Debut
  • August 16, 2012
How do I disallow user from changing his company field? Company field should be reserved for agent only.
D
Contributor

Hi,


I have similar issues - I have a contact who works for more than one of our clients but does not have a unique email address for each client (even if they did, it would be annoying to have to remember which account you are signing into). We also tend to have some tickets that are internal, but are related to a company - therefore an agent is a requester.


For these purposes it would be useful to have a drop down that would allow us to manually assign a company to a ticket. This ought to also allow us to do this via dispatcher and the other automated tools.

K
Contributor
  • kylee.hudson
  • Contributor
  • August 26, 2013

I have a similar issue as well.  To be able to assign tickets to companies would be a great idea.  We have an issue of large companies that we have had to create seperate companies in Freshdesk as they do not want to see each others tickets.  However as their email addresses are the same it is not really working because we cannot change the company name.



J
Community Debut
  • jorissen2
  • Community Debut
  • October 15, 2013

We have consultant working for multiple customers. They like to add tickets on behalf of their customers. How could this be supported?

B
Community Debut
  • bob_11137
  • Community Debut
  • October 17, 2013

This would resolve a problem I have.

I raise a ticket for new development ideas. These aren't part of my end users tickets as it may come to nothing or I may not want to raise expectations on timescales!

However, when it gets near release time, or if they specifically ask for something I happen to have thought of before tem, I would like to add the ticket to their ticket list. At the moment it would seem the only way I could do this would be to re-enter the ticket.

Disabling e-mail notifications isn't a solution really as you would want other tickets to be notified in the normal way.

 

D
Community Debut
  • dan_11215
  • Community Debut
  • November 20, 2013
This is a useful idea. It would be great to be able to assign a ticket to the company and not necessarily a particular contact at the company. In other words - tie the ticket to the company and not the user.
A
Community Debut
  • andrew.davey
  • Community Debut
  • July 23, 2014

Have there been any developments in this feature.


We have many customers and many support engineers. It is not intuitive for them to have to know the customers email in order to get the ticket assigned to them.

A simple drop down for which customer would be ideal ??


Many thanks

E
Contributor
  • elise
  • Contributor
  • February 6, 2015
I need this too, the company by requester is not working for us.

For example, we have clients who will sometimes email one of us directly and not our team@ email, so we have to reply and CC back to helpdesk to make sure it stays on our radar via tickets. We have found that forwarding works, but it's a little awkward where we don't acknowledge the request and just forward it, the person gets a reply that a ticket was created with no personalization whatsoever - not good CRM.

Also, sometimes we correspond with a third party where it's relevant to that client and want them to be able to see that ticket on their thread. We can't categorize that third party into that company because we work with them on multiple client accounts. So it really would be more ideal to also be able to assign a ticket to a company, not just the user to a company.


M
Community Debut

I think it is not nice to have functionality. It is very common flow:

  1. Email received on normal email of an agent.
  2. Forward to freshdesk email.
  3. Ticket is assigned to agent.
  4. Now i need to assign ticket to company.
Maybe the solution is to create second ticket assigned to company and merge two tickets. But user will get notification on this new ticket creation assigned to him, which is not a good idea.
T
Community Debut
  • tony_13121
  • Community Debut
  • July 8, 2015

This feature says "Implemented".  It clearly has not been. I'm staring at a ticket right now and created by a requester unrelated to the Company and I cannot assign this ticket to the correct Company. Can anyone explain where this setting/feature has been implemented? 


Thanks.

J
Community Debut
  • jason.nelson
  • Community Debut
  • October 11, 2015

I agree with Tony, this clearly isn't yet implemented. The ability to override the company which the ticket is assigned to is essential to us as we work with so many 3rd parties.

A
Contributor

Hi Jason / Tony


We are definitely looking at working on this feature and in the process, have mistakenly marked the feature as "Implemented". I have reverted the status to "planned" and will update this thread as soon as we have further updates. 


Thanks for pointing out the error and have a great day ahead!

C
Community Debut
  • cnguyen
  • Community Debut
  • August 25, 2016

Is there an update on this feature?

S
Community Debut
  • shoguncybersec
  • Community Debut
  • September 19, 2016

11 Months the last update from FD on this and the status is still Planned. How much longer are we going to have to wait for this functionality? It is critical to my use of the platform and if it isn't coming very soon I will have to find another helpdesk solution.

J
Contributor

Hello everyone,


Freshdesk now gives you the capability of associating a contact to multiple companies.

Assume the resellers/3rd party supplier James belongs to 3 companies - Acme, Dell and GE.

Admins/Agents will able to specify if James can see all the tickets of any one or multiple of these companies. And when James logs into the customer portal, he will be able to view the tickets (for companies made visible to him) and add replies to them. also, James will be able to pick a company while submitting a ticket. You can learn more about the feature here. Let us know if you have any questions.



S
Community Debut
  • shoguncybersec
  • Community Debut
  • September 30, 2016

Janani - that is a work around at best, and not really what we are asking for in this request. We want to assign a ticket to a COMPANY, not to a contact. Ticket ownership needs to be decoupled from the requester completely, it should be possible for an agent to be the requester yet the ticket still be owned by a company.

S
Community Debut
  • shoguncybersec
  • Community Debut
  • September 30, 2016

Also, the feature you are talking about is only available in the Estate or Forest plans, which is far above the requirements and budgets of most users.

M
Community Debut
I  must say that the Billed Hours are quite unusable as it always bills to the company who started a ticket, in a modern company with multinational contacts and company's that's not how its done.

At least we would need two separate fields, the one that exists today with "Requester Company" (ticket owner) and a new one with "Bill to Company" and the Time Sheet report should reflect this.

 

J
Community Debut
  • jmcclafferty
  • Community Debut
  • February 22, 2017

I signed up for a trial and was excited to get started but I ran into this roadblock right away. I cant believe this has been an open issue for 5 years without a resolution.  I need the ability to open a new ticket and assign it to a company, not a specific person. We also have agents who work on behalf of several of our customers. We need to be able to assign their tickets to the appropriate customer.


Does this feature have any chance of being implemented? Based on the 5 years this thread has been open, my guess is no.  Looks like I'll have to find another product.

M
Contributor
  • mark_11668
  • Contributor
  • March 14, 2017

+1 for me too

I have also spoken to support who suggested I create a separate DUMMY email which I associate to a company, 

THIS IS JUST UNWORKABLE.


When I asked can I add this as feature request, they just said.


'We will not be able to make any changes to this."


Don't hold your breath, very disappointing, 

Terms of UseAccessibility statement