+1How 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.
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.
+1I've done a freshplug that sits besides the logging screen and ticket review screen.
<CENTER>
<img src="https://www.magentocommerce.com/magento-connect/media/catalog/product/cache/9/image/468x300/9df78eab33525d08d6e5fb8d27136e95/3/r/3rd_party_1.png" alt="HTML5 Icon" style="width:128px;height:128px;">
<html>
<H1>3rd Party Portals</H1>
<head>
</head>
<body>
<select name="menu1" id="menu1">
<option value="">Choose a 3rd Party</option>
<option value="https://gohubble.com/support">Hubble</option>
<option value="http://www.annodataeservice.co.uk/content/Login.php">Annodata</option>
<option value="http://barrachd.sysaidit.com">Barrachd</option>
<option value="http://https://velocity.service-now.com">Velicity</option>
<option value="http://support.cloudsolutions.co.uk/">CTS - Google Support</option>
<option value="https://passport2.hp.com/hppcf/login.do?">HP Care Pack</option>
<option value="http://support.lucidchart.com">Lucid Chart</option>
<option value="https://support.oracle.com">Oracle</option>
<option value="https://support.quest.com">Quest</option>
<option value="https://enterprise.google.com/supportcenter/managecases">Google Enterprise Support</option>
<option value="https://betasoft.jitbit.com/helpdesk/User/Login">Betasoft</option>
<option value="https://helpdesk.avmsolutionsuk.com/support/login">AVM Solutions</option>
<option value="https://portal.office.com">Microsoft</option>
<option value="https://accounts.autodesk.com/">Autodesk</option>
</select>
<script type="text/javascript">
var urlmenu = document.getElementById( 'menu1' );
urlmenu.onchange = function() {
window.open( this.options[ this.selectedIndex ].value );
};
</script>
</body>
</html>
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 !
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