Hi all.
We have 2 feature ideas that we feel will be valuable to most users within Freshdesk. Please see below our ideas:
- Ability to configure that clients/customers can see all tickets raised from the same Company/Domain.
This feature exists within Freshdesk however it needs to be manually selected for each new account created in the system which we feel is unnecessary and time consuming. We would like the ability to set this on a global level OR on a company level so this configuration is set once.
As a user
I want to be able to set a configuration once within Freshdesk
So that our clients can see all tickets raised from their Company/Domain
Description
We would like to have our clients see all tickets raised by their Company so that departments such as customer support (on our clients side) do not experience ticket update delays due to the ticket requestor being on Holiday/Sick etc.
Current Functionality
File attached of current functionality. There is a button available in “Contacts” → “Edit Contact” → “Company” which allows 1 user/client to “view all this companies tickets”. The concern/inefficiency here is that, if we want this feature to apply to everyone from the same company we have to manually select this button on every new account created otherwise they will not see the tickets raised by their colleagues/company.
Expected Functionality
We want the ability to set this once on either a company or global settings level so that all accounts created and activated from the same Company/Domain will be able to see all tickets created from the same Company/Domain.
- Ability to link an external SharePoint to Freshdesk in order to automatically update “Solutions” for both internal & external use.
This feature does not exist within Freshdesk (Or Apps), however we would like to suggest this feature.
As a user
I want to be able to Link/Import an external SharePoint into Freshdesk for internal “suggested solutions” & external “Knowledge Bases”.
So that any documentation we link into Freshdesk is automatically updated from SharePoint once the document is updated on the linked SharePoint page.
Description
We would like the our business to update important information within SharePoint which in turn will update the selected documentation imported from SharePoint into Freshdesk. This should also have the ability to review changes before publishing the document if configured.
Current Functionality
None. You can only copy documentation manually into solutions and configure it from there.
Expected Functionality
We want the ability to automatically update documentation from a linked SharePoint into Freshdesk for both Internal documents and external documents. This should have a “review” option prior to publishing and should be available to select within user roles.
