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Categorizing tickets to groups by requester's company

Related products:Freshdesk
  • December 30, 2014
  • 6 replies
  • 27 views
U
Contributor

Hi,

in our customer service department are particular customers assigned to particular work groups.


How can I do it in freshdesk? When I receive ticket from specific customer I would like to assign his request to particular agent or group.


I have managed to set it up in Zendesk easily, but I can not find it out in freshdesk.

6 replies

P
Contributor
  • pmesritz
  • Contributor
  • December 30, 2014

Use Dispatch'r by customer to setup a rule that assigns it to the agent or to the group. 

U
Contributor
  • urban
  • Author
  • Contributor
  • December 30, 2014

Ufortunately it would be quite complicated, since we have got more then 3000 customers divided to sales persons according our country regions. In Zendesk I imported from our SAP Business One system customers and their agent assignment. Is it also somehow possible in Freshdesk. I liked Freshdesk more then Zendesk so far, but this is the key issue to decide which one to use.Thanks


A
Contributor
  • abishek
  • Contributor
  • January 6, 2015

We released our custom fields in contacts feature a few weeks back. We will be bringing these fields in automation this weekend. We will also be bringing in the ability to import customers and contacts using a csv file in 2-3 weeks. I believe this will solve your problem. 

U
Contributor
  • urban
  • Author
  • Contributor
  • January 6, 2015

Thanks a lot for info, would it be also possible to use custom fields in your API, we would like to synchronize our contacts with SAP Business One

R
Community Debut

Creating and updating contacts/companies with custom fields are supported via API.

 

Please read more about it here

 - https://support.freshdesk.com/support/solutions/articles/203963-custom-fields-in-contacts-and-companies-api

U
Contributor
  • urban
  • Author
  • Contributor
  • January 6, 2015

Thanks for reply, it sounds great.


Speaking of automation:  What we need is automaticaly: add tag to ticket and assign it to agent according the following RULE:


If   REQUESTOR of ticket -> his COMPANY -> has UserField named [Region] = 11  

THEN

add tag 'Region 11' to ticket

assign to agent responsible for Region 11


Will it be possible?

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