Skip to main content
Closed for Voting

When you change the company value associated with a contact account, automatically change the company value on that contact's tickets as well

Related products:Freshdesk
  • December 17, 2019
  • 3 replies
  • 41 views
D
Apprentice
Forum|alt.badge.img+1

We have this problem every time we change the company value on a contact account. Any tickets created prior to the change show as associated with the former company value. Then, to fix it, you have to change the contact value associated with the ticket to something else, save, and change it back. Only then does the ticket recognize the new correct company value. But this is a ridiculous process for contact accounts that have dozens or hundreds of tickets, especially since you can't edit the company value of tickets as a bulk action.

3 replies

S
Community Debut
  • shena
  • Community Debut
  • January 10, 2020

We are running into this same issue right now. I would also like to request the feature for tickets to move with the contact to the new company value. 

A
Community Debut

Hello Dave and Shena,


Currently the behavior is setup in this way because of the following scenario. The contact might initially be associated with a specific company (say Company A) and later they might be associated with another company (Company B), but still the earlier tickets created by that contact would have been created on behalf of Company A not B. So if the existing tickets are automatically updated with the new company, this might cause privacy violations.



James.Bredenhof
Contributor
Forum|alt.badge.img+1

We have this issue as well.

 

we have a new user is emailing for the first time from a large organization (ex. @company.com) that has multiple business units (Company Gas UK, Company Gas US, Company Electrical UK, etc.), which we track as companies in Freshdesk. we don’t know which business unit they’re with, so we associate the @company.com email with a “placeholder company”, ex. “Company - indeterminate business unit”.
An agent then reviews the ticket, determines which business unit the user is actually from, and updates the user's company. However the ticket continues to show the old company.


Freshdesk support didn't have a better solution on how to solve either the "ticket doesn't reflect updated user company" problem, or the "how to handle new users from unknown company" problem.

    Terms of UseAccessibility statement