We receive numerous requests from different people within the same company. We can't always remember the names of each person that submits a change to us and what Company they work for!
Since only the name appears on the ticket view, this makes it difficult for our staff as they have to click on each one in order to group the modification requests.
It would be so beneficial for our Content Support person to be able to view their ticket display and see at a glance as they look at the list, which ones are for the same Company. In that way, when they open up that Company to process the requests, they can do all of them at the same time.
We have submitted a ticket and received the response that this area of Freshdesk is difficult to modify, but I just wanted to post this to see if there are others out there that believe this would be beneficial to them as well.
It would mean Freshdesk would have to check the customer database when the ticket comes in and match it, then display the Company field. I am sure it is not an easy task, however, I believe it would make their system stand out from the other tracking systems available.
What do you think?
