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fetching the agent detail from a backend ser ice

Related products:Freshdesk
  • November 27, 2016
  • 1 reply
  • 17 views
P
Apprentice
Hi It is possible to auto allot a service ticket to an Agent based on response from a back end webservice providing info on which agent will deal with the request. How escalation hierarchy is managed. Can their be custom input fields in the new ticket input page. Regards Pramod

1 reply

aravind.sundararajan
Skilled Expert
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Hello,


You can integrate your backend service with Freshdesk using the REST API as described in the doc here. Using the API, you can assign tickets to agents by passing the necessary parameters from your backend service.


Cheers!

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