Custom Tables/Data

Hi Daniel,

Could you help us understand this better? Would like to hear more on this. Could you share your business case as an example?

Thanks,

Vikram

Hi,

A big thing missing for me is the ability to link a ticket to a customers piece of equipment (Asset) a bit like Teamsupport have so then we can look at a history for a single piece of equipment.

So if you think about Field Service Management (Just one use case), we have the below:

Companies (Freshdesk has this today but doesn't allow more than 1 level so you cant for example have "Freshworks" and then a Sub Company of "Freshworks" called "Freshdesk" so you could be viewing Freshdesk then click the parent company to view their data).

Locations (Like Sites) which are linked to Companies (Can be multiple companies with each company having a different function so owner, occupier, Facilities, Contractor, e.t.c.).

Projects are then linked to the Locations, so one Project could be the build on the Location, another could be a retrofit 10 years later.

Then on Projects you sell (And fit) products which become Customer Assets.

Then you have Visits linked to those Assets for an engineer to go to that location and work on that piece of equipment/asset.

Then you have Jobs linked to visits that the engineer has to carry out (So it could be 3 jobs with each on an asset at one location).

Then you have Tasks linked to Jobs that the engineer has to carry out.

Then of course you have reports from the engineer that get linked, pictures taken, e.t.c.

And of course any helpdesk tickets can then also be linked to the Asset so from the Asset (Using a postcode, serial number, asset ID, Asset name, e.t.c.) you can see all support calls, engineer visits, reports, e.t.c.

So as everyone will have slightly different requirements a custom database/UI builder with the ability to add custom JS/CSS/API to extend Freshdesk would be awesome (It could also allow you to build say Freshsales using it so again we can customize and extend pre-made packages from you as Freshsales doesn't fit all or cover all needs either).

Really if you make the framework the possibilities are endless and people can extend your system to have one system for sales, service, support, invoicing, safety, HR, training matrix, e.t.c.

Thanks

Dan

Dan, Did you ever find a way to do this?

I'm evaluating Freshdesk now and have a similar use case.

We sell hardware of various models and need track warranty expiration be unique model/serial numbers and link these to specific companies.  I also need to track and report on the service history of individual units or for an entire fleet of units for specific customers.

I looked at Freshservice, but don't think it will do the trick for me.

The next best thing would be to integrate with an online relational database.

Has anyone found an elegant solution for this?

Thanks,

-Andy

Hi,

No I didn't continue with this but use tadabase.io for a custom database instead and may link them later.

Thanks

Dan

Thanks! I'll check them out.  I'll also check out the free CRMs that have a freshdesk plugin.. see if that will do the trick.