Third Party Contacts

  • 24 April 2017
  • 3 replies

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How do you deal with 3rd parties ?

HP Autodesk Microsoft Google etc.

Do you add them as requester so you can escalate calls to them ?

Or do you just hold the contact info as a solution article ?

Just thinking of the workflow, you need to escalate a call to HP, and the agent picks HP from a drop down, can we show that contact info for them to call, email or link to their portal.

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3 replies

I set up "agentless" groups to track internally, with a Status option of "with third party".  I suppose it might be possible to have a Status of "With HP" and the customer side message give some basic contact details.

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I've done a freshplug that sits besides the logging screen and ticket review screen.


<img src="" alt="HTML5 Icon" style="width:128px;height:128px;">


<H1>3rd Party Portals</H1>




<select name="menu1" id="menu1">

<option value="">Choose a 3rd Party</option>

<option value="">Hubble</option>

<option value="">Annodata</option>

<option value="">Barrachd</option>

<option value="http://">Velicity</option>

<option value="">CTS - Google Support</option>

<option value="">HP Care Pack</option>

<option value="">Lucid Chart</option>

<option value="">Oracle</option>

<option value="">Quest</option>

<option value="">Google Enterprise Support</option>

<option value="">Betasoft</option>

<option value="">AVM Solutions</option>

<option value="">Microsoft</option>

<option value="">Autodesk</option>


<script type="text/javascript">

 var urlmenu = document.getElementById( 'menu1' );

 urlmenu.onchange = function() { this.options[ this.selectedIndex ].value );





Puts a list up, when the agent makes a choice, it opens a new window to the 3rd party portal.

Not perfect, as I'd also like it to display a text window with logon details, phone and email for them too.

But that's a bit beyond my skills !

I have asked support for help.......................

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