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Ticket Source - Default Entries are hidden

Related products:Freshdesk
  • June 4, 2024
  • 2 replies
  • 35 views
R
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Ticket source holds loads of useful entries, none of which are available on the agent ticket entry screen.

Please make them available, it doesn’t make sense that I need to create duplicate entries.

2 replies

julia.a
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  • julia.aTop Contributor ⭐
  • Top Contributor ⭐
  • June 10, 2024

Where exactly do you mean? If you view a ticket, the ticket source is indicated by both the icon in the top left and in the text I highlighted here:

 

Julia A.
R
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  • RobCrossTop Contributor ⭐
  • Author
  • Top Contributor ⭐
  • June 10, 2024

As an agent, when trying to log a ticket none of these fields are visible

 

Only Phone, and any custom entries that I enter are visible.  It would be helpful if they could all be visible, so I can capture tickets that originate from social posts etc.

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