Assigning Asset Equipment to Support Tickets

Many of my support tickets are related to a piece of equipment. 

It would be very helpful if we were able to add equipment lists to our backend, and then we can assign said equipment to support tickets so that when we do a search on that equipment, it will bring up all the tickets associated to that device.

This helps with tracking incidents on particular devices.

Freshdesk or Freshservice? 

Freshdesk

Freshdesk don't have a asset(equipment) management module.  

I guess you could have a drop down with all of your equipment and you use that to filter or take out reports. 

//Daniel 

Right, that’s why I posed the “idea” for this type of module to be developed.

I previously used a ticketing system (ConnectWise Manage) that has a very robust setup that allows for “Configurations” to be added to support desk tickets. 

It did take quite a lot of manual entries to add in the client equipment information, but once all that was in there, you can easily attach said-configuration to the support ticket dealing with the equipment. This helped in many ways, but not limited to tracking the life of switches and/or client workstation issues that my entire helpdesk team could refer to when troubleshooting the same equipment later.

This allows for an internal knowledge base to be established naturally, and helps with searching the system with verbose information and troubleshooting steps within. Of course, it is on the side of the technician to write accurate and full notes in each support ticket, but with option available, it encourages the technician to do so.