It would be really helpful to be able to create a ticket without a requester email address, just a customer's name
Closed
Create a ticket *without* an email address
Hi Dave
Since Email is a mandatory field in all the tickets, we didn't implement the option to create ticket without Email, but I am sure we can enhance this and address this requirement. I cannot comment on this for now, but let me check this and get back to you
regards
Vijay
This would be helpful in case we open tickets for customers making a support request via phone. Many times we don't have an email from them, but we would like to internally track the request to closure.
I too desperately need this feature. We have off-site agents taking phone calls which we need to be logged in FreshDesk. We always ask for an email address but occasionally customers can't or won't provide one.
Is there any news on this, Vijay?
Is there any news on this, Vijay?
+1 on this. Would be very useful and potentially allow us to expand the use of Freshdesk. Right now we have to insert an internal dummy email address which is a bit clunky.
Do note that the customer should have some kind of identification. So you should mark the ticket as a phone or an email ticket. The customer needs to have a phone number for phone tickets and an email for email tickets.
If you don't force this you'll get in trouble when you need to call / email them back. Like when you don't know what kind of ticket it was or when you have a phone ticket but don't have their telephone number in the customer account.
If you don't force this you'll get in trouble when you need to call / email them back. Like when you don't know what kind of ticket it was or when you have a phone ticket but don't have their telephone number in the customer account.
I think phone number would be a good unique identifier for a ticket or customer. Would likely need a way to force the input to be a valid phone number (disallow letters, enforce country-region-number or areacode-number, etc.)
Also, I deal with residential computer break-fix a lot and some customers do not know their email (or have several). Phone number seems simpler.
regards,
Shaun
Also, I deal with residential computer break-fix a lot and some customers do not know their email (or have several). Phone number seems simpler.
regards,
Shaun
Can I check what is the status on this now? Will also prefer that we can either use email address or a contact number as a mandatory field instead of just the email address. Thanks.
I took the option of setting up Fake customers whose email addresses are: phone@.... facebook@... etc on our domain, should Agents ever wish to record an enquiry without having a customer to do it for.
Then if sometime down the line the customer has an account registered, and wonders if they can get access to an old ticket, you can go into the ticket, edit the requestor, and it will move to their account.
Then if sometime down the line the customer has an account registered, and wonders if they can get access to an old ticket, you can go into the ticket, edit the requestor, and it will move to their account.
Hey Shaun and everyone
Merry christmas :)
https://support.freshdesk.com/categories/2/forums/5/topics/296
regards
Vijay
I realize this is an old thread and the link from Vijay is broken, but has there been any action on this?
I do the same. I have started a technical support company and major of our support is over the phone. I would like to choose my own field for each brand that i will use to track customer.
Like:
Company A = brand 1 = portal 1 = Custom field XX-XX-XXXX
Company B = brand 2 = portal 2 = Custom field email or XXX-XXXXXXXXXXXXXXXX
etc ....
And also i would like to be able to add more than one email to the same customer if needed.
Hi,
Is there an update to this thread ? I am also looking for an option to create a ticket without email , preferably with phone number.
In our scenario most of the tickets are raised thru incoming phone call, callers may not hv email id.
Even on the public portal instead of email if customer can create a new ticket with phone number instead of email will be great.
Is it possible ?
Is there any update on this at all? We do not collect email address for every single phone call so it makes ticket support difficult.
We'd like this as well. Earlier there's a link to a page with a whole slew of update descriptions on it — not very helpful.
+3Yes, it's possible to add tickets without an email address
+12Sorry that the link in the thread was broken,Mr.Smith. You would have figured it out by now, but I still want to update this thread with the latest information.
It is possible to create a ticket with either one of these options :
1. Email
2.Phone number
3. Facebook or Twitter ID
4. External ID
The External ID feature is available from Estate and onwards.
Cheers!
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