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remember ticket feilds as user data

Related products:Freshdesk
  • November 30, 2013
  • 1 reply
  • 23 views
I
Contributor

 when a ticket comes in, the user has to set some custom feilds.


for example:


What System are you on

  • WIN
  • OSX
  • Linux

What License do you have

  • Studio
  • Broadcast
  • Prime


These are custom feilds, which the user is required to select before they can submit the ticket.

For many of these choices, It is very unlikely that they ever change. So it would be good for the user if freshdesk could remember what they previously selected, and I could decide which fields are allowed to be remembered.


What I would like to see, is that these ticket feilds can be stored in the users account data. So the next time this user comes back for more support, the ticket feilds can be automatically filled out (pre-selected based on previous choice), making the process much smoother and less annoying for them.




1 reply

aravind.sundararajan
Skilled Expert
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Hello,


You can automatically send the ticket field values to the requester profile by using our API functionality in the Observer webhook action. You can define an event upon which the observer rule has to be triggered for ex. Clicking on a checkbox named "Update contact?" and then the ticket field values can be passed in the API payload using the placeholder option in the Observer rule.


You can customise the new ticket form on the end user portal so that the ticket form automatically gets pre-filled based on the user custom field values (these would be populated from the previous step). This can be done only if you're on the Estate plan that offers full portal customisation.


Cheers!

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