Skip to main content
Closed for Voting

Interacting with multiple customer support teams and multiple application vendor support teams

Related products:Freshdesk
  • October 11, 2019
  • 2 replies
  • 21 views
L
Apprentice

Hi,


We have a scenario at our workplace (i am not sure if it is unique to us) however, here we have customer companies (not individual customers) all of them having their own helpdesk ticketing system and we a lot of application companies who have their own ticketing system as well. We are like middleware in between and we kind of are a slice of meat between the bread.  Customer companies will report their issues to us and we work with the application companies to solve their issues. We are not able to find a way to put this workflow in Freshdesk. Any suggestions

2 replies

S
Apprentice

We're in a similar situation. Luckily the number of tickets like this if fairly low so easy to keep on track of. For the outgoing messages, we do new -> email which creates a new outgoing email. We then use comments to link them together. Linked tickets could work for this sort of thing, however isn't the kind of link that's needed, as it's designed for a series of related customer issues to be able to send a common response to them all.

V
Community Debut

Hello there,


It would be great if we could have further insights into how you're making use of Freshdesk right now so that we can provide you a solution for this. Please reach out to support@freshdesk.com with your use-case and we will be glad to help you out! :)


Cheers!


Terms of UseAccessibility statement