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Is it possible to auto fill a ticket?

Related products:Freshdesk
  • April 25, 2018
  • 4 replies
  • 40 views
J
Apprentice

Hi, we use Freshdesk as a ticketing system for our IT Support company. Clients ring us to report problems and we log them using Freshdesk so both our agents and the customer can see updates and info regarding their issue.


We offer various contract plans to our customers for example some clients are "Platinum" and receive full remote and on site support where as other clients are "Remote Only"


Is it possible that when we are logging a ticket when we enter a clients email that a field would automatically populate telling us their contract type? for example our client is called "Computer Services" and when we type in an email address with their domain name it would automatically fill in a field saying "Platinum"


We are a very busy company and sometimes it is hard to keep tabs on which contract type some of our customers are on so this would make our agents job so much easier if when logging the ticket it automatically pops up telling us the contract type.


Is this possible?


Thank you

4 replies

S
Contributor

Hi Jack,


We've added a new field - called Account tier in company fields. I assume each of your clients is a company in Freshdesk. You can either import data into this account tier field or have the information about tier updated manually.


You can go to Admin > Customer fields and click on 'Customize requester widget'. From this screen, you can add the Account Tier field to the contact/requester details widget. Once you do this, your agents can refer to the contract tier when they're raising a new ticket on behalf of your customers. The tier will also be visible in the right most pane when they're working on an existing ticket in Mint. 


If you'd like to go ahead and set priorities for your tickets based on contract tiers, you can go to Admin > Dispatch'r and alter ticket priorities (or other properties) based on the account tier field. 


Let me know if you need help with setting this up and we can get on a call!


Shankar

J
Apprentice
  • jack_17147
  • Author
  • Apprentice
  • April 26, 2018

Hi Shankar, I have tried but dont seem to be able to do this, could I possibly get on a call with you?


Thank you

S
Community Debut
  • sarah.ford
  • Community Debut
  • June 16, 2018

Hey Jack,


Not sure if you got this working, but here is the solution:


Go to Admin -> Dispatch'r , create a new rule.


Where it says "Match ALL of the below", select the Contact option, then select "Requester email", next change "is" to "contains", in the value box, enter the email e.g @computerservices.com, then in the. In the actions, you can then set it so it alters a field.


Hope this helps :)


Sincerely,

Sarah Ford

SVP, Customer Service, WILSONS Business

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Thanks, @Sarahfor pitching in! You can also pre-fill the ticket form in a single click using the ticket templates feature. This allows the agents to see what values are getting filled in real time and make changes if necessary.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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