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Company Tags

Related products:Freshdesk
  • July 29, 2022
  • 1 reply
  • 60 views
Blair
Skilled Expert
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So I see there was a topic for this 8 years ago and it has been archived.

I would like to propose being able to have Tags associated to Companies so any tickets created for the company would also get the tags.

Here’s the why - I would like these to be transitory because I would like to track early client activity in a very easy and clean manner.  We have a 2 week hypercare period for our new clients and would like to track any tickets that are created during that time specifically.  We also want to track the first 30day, 60day and 90day tickets.  It would be very simple to apply four tags to the Company and then remove after 2 weeks, 30days, 60days and 90days to be able to report on those tickets without having to do a lot of calculations and automation updates.

Tags for companies would be a great easy solution for this. 

 

Please upvote this to get some traction on the idea.

 

If you have a better/easier way to do this, I would love to hear it.

Thank you

    1 reply

    HVA
    Active Contributor
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    • HVA
    • Active Contributor
    • September 12, 2022

    Blair, apologies if someone has already suggested this (I am unable to see the 6 responses that were made to this ticket). Would it be an option to use automations > ticket created > apply rules to all tickets (you have to change the cog from the default) and then do requester email contains <domain.co> of your new client? 

    You could add additional filters (with AND) where you might set:

    • ticket created after x date
    • ticket created before y date

    You could then set up 3 rules for your 30day, 60day, 90day windows with different timeframes; where you have different tags for each of the periods.

    You then have two options:

    1. if your requestors are known entities, you could simply set up a rule that any new ticket from Company X needs tag #companyx. This will work if the requestor is already in your address book in Freshdesk and registered to that company.
    2. if your requestor is unknown / new, I would set up a custom field (isRegistered) - if that field is empty when the new ticket is created, have it trigger a rule that prompts your agent to register that requestor in the system (through a private note). You’d then mandate that the registration process includes adding a Company to the contact.

    This would then indirectly achieve what you’re looking for:

    • Your customer support team registers the requestor to the right Company, this causes that ticket to become “filterable” (is that a word?) by that Company in analytics
    • Your tags would be assigned automatically, so you could filter down your dashboard by certain date ranges 

    I’m new to FD as well, so if there’s a more elegant solution I would love to learn.

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