SLA start/end dates, contract docs etc stored against company

Hi Ruth

Thanks for raising this requirements. I assume this requirement would be solved with Contract Management,which can be tied with SLA and whenever any customer sends an email to support, somewhere in the Requester Info, we we should show their contract details like Gold Plan etc. At the moment, we set SLA based on the Customer. We will keep this in mind and try to bring the feature in Freshdesk.

regards

vijay

Yes, we have this need as well. Thanks for consideration!

We need it

This is key information for us.

Our support model is B2B, so adding contract information to companies is critical to ensure we can properly manage our clients.  We also need to store important details regarding our clients systems (ie, login details, supported environment, etc...)

In the simplest form, the ability to add custom fields and attachments to companies (and possibly customers) would be a great start.  A full contract management module (to support multiple contract records for each company) would be even better.

Oh, and this info would have to be easily accessible to Agents via the Ticket management screens.

We need this!!

Contract Management is a must these days, having these details directly in Freshdesk means we don't have to rely on alternate systems to manage contact start & end dates and NO customers get service for FREE.

Hi, it would by nice to have something like contract management in Freshdesk, at least start & end dates for ticket creation possibility.

Please, we need the contract mangement opction, it would be great, by now we're doing it in excel, so every time has to be open to look for the contract period of the customers.... it sucks!! :D

We are now assessing Freshdesh for our Helpdesk. As this was stated about 2 years ago is there any planned response to this in the roadmap?

I'd still like to see this! ^_-

?

Hello,

We've recently introduced a notes section in Contacts & Companies to facilitate storage of contextual information with file attachment support. You can read more information about this feature here.

In addition to this, 4 default company fields were added with pre-loaded options that can help users to classify businesses.

• Health Score - an editable dropdown of three choices: happy, doing okay, at risk. Based on the ongoing relationship, one of these values can be associated with a company.

• Account Tier - an editable dropdown of three choices: basic, premium, enterprise. You can categorise the companies based on what tier they come under, according to your business.

• Renewal Date - a date field that can be used to contain the necessary contract or renewal date for that company. 

• Industry - an editable dropdown of standard industry choices that you can associate a company with. 

For the classic support hours contract management case, we've an app available in our marketplace that alerts the agent if the support hours purchased by the company has expired. The app calculates the timer values added by agents on tickes submitted by the company and subtracts it from the pre-defined support hours value stored against the company.

You can install the app from here.

Cheers!