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Workspaces - agent having to chooseT

Related products:Freshservice
  • March 26, 2024
  • 4 replies
  • 51 views
Renske
Apprentice
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We have just moved our IT set up to workspaces and have added 11 new ones. The IT Workspace will be the primary workspace. We noticed that when a user calls and an agent creates a ticket, he/she always has to choose the correct workspace. Since agents usually always work in the same workspace (an IT agent will not solve Maintenance or HR tickets) why do they, for each ticket, have to choose their workspace? Can this not be set automatically, based on the workspace he/she has access to? 

As you can see in this example. Agents should only have to choose when they are part of more than 1 workspace. 

 

with kind regards,

Renske

    4 replies

    Daniel Söderlund
    Top Contributor ⭐
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    The idea is that they going to be able to move tickets or create a ticket in another workspace. 

    Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
    Renske
    Apprentice
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    • Renske
    • Author
    • Apprentice
    • March 26, 2024

    Hi Daniel, 

    thanks for the quick reaction. In large companies, agents  are very restricted to their own area, since specialists, but I will check with our technical lead how the ‘move of tickets’ could work, since that is needed regularly and we currently use an app that was created specifically for this. 

    Daniel Söderlund
    Top Contributor ⭐
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    Hi Daniel, 

    thanks for the quick reaction. In large companies, agents  are very restricted to their own area, since specialists, but I will check with our technical lead how the ‘move of tickets’ could work, since that is needed regularly and we currently use an app that was created specifically for this. 

    Is it a custom app or is it in the FS app store?

     

    Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
    xTofC4Be
    Apprentice
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    • xTofC4Be
    • Apprentice
    • March 26, 2024

    When agents are defined as agent in only 1 workspace they definitely shouldn’t have to be forced to choose the workspace they want to create a ticket in, they should automatically have to get the new ticket form of the workspace they’re agent in. When they’re agents in several workspaces, of course, it’s normal that they get the choice.

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