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Create "internal" tickets

Related products:Freshdesk
  • October 13, 2019
  • 5 replies
  • 84 views
R
Contributor

Hi,


is there any way to create an "internal" ticket that is not connected to an actual customer/contact but rather just a name? Every time we create a ticket, a "ticket created"-mail is sent to the customer. We would just like to create a ticket internally to work on, where no emails are sent to the customer. However at the same time, we also want to be able to create tickets where regular emails ARE sent to the customer, so they can follow the ticket.


We want to use Freshdesk to replace "Microsoft Planner" which we are using today. We use Microsoft Planner to add 'tasks' (rather than 'tickets'). These tasks can be commented, edited etc. without sending any kind of notifications. We use this for the purpose of planning and following up with a customers case, so it's not forgotten.


Any ideas on how we can accomplish what we have in Microsoft Planner, in Freshdesk instead? 

5 replies

T
Community Debut
  • todd_19900
  • Community Debut
  • October 16, 2019

Any update on this? We are trying to do something similar. We don't want any auto emails to be send to customers and can't figure out how to disable those. 

A
Community Debut
  • anze.zvanut
  • Community Debut
  • October 19, 2019

Same here.


We would like to have internal ticket handling with Freshdesk ticketing for customer. Microsoft Planner is the perfect tool to do this for us, but we would like to receive ticket from Freshdesk directly to Planner for all tasks.


Thank you.

C
Active Contributor
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  • chris.barker
  • Active Contributor
  • October 30, 2019

We made a solution to this, but it's not pretty. Create a 'noreply@yourdomain.org' that goes into a black hole. Add it as a customer in freshdesk, and then manually associate it with every company in your organisation.


Now when you want to create an internal ticket, set the customer as 'no reply' and pick the appropriate Company from the list it gives you. Can can safely put replies on the ticket (e.g. to meet SLAs) knowing they won't go anywhere.

K
Community Manager
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  • karthik.kumarCommunity Manager
  • Community Manager
  • October 30, 2019

Hello all,


Freshdesk doesn't support the creation of internal tickets that aren't connected to an actual customer/contact. However, as a workaround, you can try the following:


  • If you want to create tasks that aren’t related to customer tickets, you can create a new contact with an email that isn’t your customer. It can be used for such creation of internal tickets. The notifications won’t be sent to your customer, but rather to the inbox which is in your control. The ticket will be visible to all the agents or to the group to which you assign the ticket.

  • If you want to create tasks for a particular ticket from your customer and assign them to your agents, you can create child tickets. Click here to read more about parent-child ticketing. The parent ticket can be closed only if all of its child tickets are either Closed or Resolved. The visibility of the parent-child tickets depends on the scope of each agent. You can read more about such ticket scopes, here.

  • If you want to create tasks for a particular ticket, and want to keep them visible for all agents who work on the ticket without assigning it to a particular agent, you can make use of todo lists. With todo lists, you can add a set of tasks that you need to do for a ticket. These are also visible from the dashboard itself. You can read more about this, here.

  • Additionally, you can also make use of the Freshdesk Marketplace apps where you can find other apps that can help you with this.


Hope this was helpful,

Karthik

geebranz
  • geebranz
  • March 9, 2021

Same here. But thanks for assisting us!!

 

 

 

www.seolittlerockar.com

 
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