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Show who created a ticket

Related products:Freshdesk
  • June 27, 2013
  • 19 replies
  • 28 views
D
Contributor

When our help desk staff receive a call and enter the ticket for the user it show that the user created the ticket but not who actually created the ticket for the user. We'd like to be able to see the agent name that created the ticket also.  Currently we're doing it manually but it's kind of a pain and it doesn't show in the dashboard.


In the dashboard it should say something like:


{agentname} submitted a new ticket on behalf of {Username}

or

{username} submitted a new ticket (entered by {agentname}



On the ticket page it could show something like:


{username} reported x minutes ago (Thu, Jun 27 at 8:25 AM) via Phone to {agentname}


19 replies

M
Contributor

This would be great.  Currently, we have an internal policy where anyone who submits a ticket from a phone call has to write "[Agent Name] wrote the following" before the message, to avoid confusion, but having to do this every time we get a phone call is very tedious, and sometimes, agents forget.  The ability to see that an agent has submitted a ticket on behalf of a customer (without having to assume their identity) would be excellent.

A
Contributor

cool


R
Contributor
  • remi.peters
  • Contributor
  • June 28, 2013

Would also be nice if this would show up in the "show activities" 


I would also like the automatic actions from dispatcher and spam filter etc would show up in "show activities".



A
Contributor

Absolutely needed! We must know what agent has create the ticket for ask extra info!

A
Contributor

Please add this, we need to know who have created phone ticket!

A
Contributor

In our company an agent pickup the call and creates a new phone ticket for the customer, if the assigned agent needs more info about the call doesn't know who ask to!

Can you add this information please?

S
Contributor

Hello everyone, 


Thank you for your feedback. An easy way to show which agent created a ticket on behalf of the customer is definitely useful. Though I don't have an ETA, this feature is definitely on the cards.  


  


A
Contributor

Thanks Dega, but it's not only an easy way.. there is no way at all :-D

S
Contributor

You're right Alessio :) We will work on this.

A
Apprentice
  • apearce
  • Apprentice
  • June 4, 2014

YES! Please add this feature!

A
Contributor

Please add, it's very useful

M
Community Debut
  • mrylance
  • Community Debut
  • June 5, 2014

Yes please add this.

S
Community Debut
Adding my vote to have this implemented!

 

C
Contributor

Another vote for this one- I currently have to try and work out who's created the ticket from how bad/good their grammar and spelling are.... ;)

D
Community Debut
  • dimo
  • Community Debut
  • September 12, 2014

This would be great ! 

J
Contributor

Hello Everyone,


The name of the Agent who created the ticket from "New Ticket" option can now be found below the Requester’s name in the ticket description (first note) Here is a screenshot for your reference :


This information will be available for all “Phone” tickets that are created going forward. (on or after 12th Jan 2015). I understand that it has been a long wait and I apologise for the delay.


@CharlieYou needn’t rely on the Agent’s grammar to figure out who has created the ticket anymore ;)


A
Contributor

Janani this is a great news :-) thanks

C
Contributor

Oh no, has this only been done in Freshdesk and not Freshservice??

D
Community Debut
  • dimo
  • Community Debut
  • January 12, 2015

Hi,   this is great,  but is this field not available when you want to do 'Export'    (to csv  or Excel) ?   It is not one of the fields one can select.

And in the ticket filtering would also be valuable.

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