Hi,
We have two freshdesk accounts, say:
+12Hello Javier,
Couple of questions before we work on a solution for this use-case.
1. Is it safe to assume that the two company accounts that you're talking about is on the agent side where, one support team manages the tickets of two different companies?
2. If it is the case, you'd like to allow one group of agents to access tickets from both the company without having to login to two different freshdesk accounts. Is that true?
Cheers!
Hi Aravind S,
Thank you for your quick response. Yes both 1 and 2 are true. Elaborating a bit on the use case if that clarifies things a bit further.
Let's say you start having a company A with a wonderful support thanks to your help here at freshdesk. But then you start growing and by some legal reasons and by the difference of the areas of the services provided, you split the company A into A and B. Since we have a great experience with freshdesk we set up another freshdesk for company B.
The thing is that you have only one support team sharing the knowledge of the services of the two companies A and B. So for solving the tickets for each company they have to log in and log out between their accounts from company A and B and this can be very inconvenient. It is complicated to manage two accounts, taking care of the tickets of the two accounts, different channels for getting the ticket (although I know we can share the between accounts) and, specially important from my view, answering tickets from the account you are supposed to. So if a tickets arrives from company B, make sure you answer it logged in from the account of company B (instead of A).
This is more or less the obstacle / challenge to tackle, that we are facing here. So I was wondering if it would be possible to set kind of "super" account that can managed "subscribed" accounts to it. (Or any other method for solving this difficulty)
Is this feasible from your side?
Regards and have a good day!
Javier
+12Hello Javier,
If I'm getting this right, you're looking for a super account that will list tickets from both accounts A and B. When the agent chooses to reply, the reply would look like as if it was sent by logging into the account B.
Unfortunately, we don't have this option available right now (Each account is treated as an individual entity).We do have plans around multi-account management but that's still on the nascent stage.
Cheers!
Yes exactly,
I know we can not currently do it, that is why I am suggesting it as a new feature :)
Cheers!
I have a company with the same experience. I noticed the correspondence was 5 years ago. Any updates?
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