Currently Freshdesk ticketing is centered around 1-1 communication. For scenarios where 3rd parties are involved (onboarding, API escalations, etc), it would be ideal if a ticket can be linked to two or more companies (ticket requester + another company/s).
- The collaborator features doesn't really do the job as when liaising with many different support teams (they have their own ticketing tools & processes) and not everyone will want to use it. It is a great feature but we can’t expect everyone to adopt to it, sometimes a simple email gets the job done better.
- The classic recommendation that is given by the Freshdesk support team is create a dropdown with all the companies. We will need to keep this updated every time a company is created in Freshdesk. Again this will work when you have less companies not when you have thousands.
The idea is to have a dynamic “company” ticket field.
- This field will load the companies that exist in Freshdesk.
- When a company is selected, the ticket should be shown in that company’s timeline and pop-up in the search as well.
- The ability to make the field mandatory or not
Such a field will solve many issues centered around handling third party conversations.
