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Categorizing tickets to groups by requester's company

Related products:Freshdesk
  • Dec 30, 2014 3:24 PM UTC
  • 6 replies
  • 36 views
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

Contributor
  • pmesritz
  • Contributor
  • Dec 30, 2014 3:25 PM UTC

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

Contributor
  • urban
  • Author
  • Contributor
  • Dec 30, 2014 4:51 PM UTC

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


Contributor
  • abishek
  • Contributor
  • Jan 6, 2015 5:15 AM UTC

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. 

Contributor
  • urban
  • Author
  • Contributor
  • Jan 6, 2015 9:50 AM UTC

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

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

Contributor
  • urban
  • Author
  • Contributor
  • Jan 6, 2015 2:52 PM UTC

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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