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Replies posted by Timour

3 Replies

Mimie
Apprentice
MimieApprentice
asked in Ticket & Workflow Management

Can we add an existing ticket as child tickets?

Hi @marc.freitag  How are you doing?Did you figure out how to add an existing ticket as a child ? Regards, Timour

5
Timour
Contributor
3 months ago
S
Community Manager
Sumana SrikanthanCommunity Manager
posted in API and Webhooks

Set up Custom Objects in your Freshdesk yet?

Good Morning, We have been looking at Custom Objects in FRESHDESK in order to store our clients’ bookings information. As of today, we are storing these information in TICKET FIELDS but would be willing to work a bit differently by :Feeding FRESHDESK via APIs with all our bookings in CUSTOM OBJECTS Having only a BOOKING NUMBER field in the TICKET FIELD for the relation between TICKET and BOOKINGTo be honest, I got really excited about the idea of transitionning to CUSTOM OBJECTS when I discovered the feature. From an architectural standpoint it definitely makes sense and it would be a straightforward solution to have the context behind a ticket without having agents to manually populate it or having to design labyrinthine workarounds each time we want to make things a bit more automatic. Nevertheless, we currently have quite a lot of usage of the Ticket fields related to the Booking and we noticed a few critical limitations when it comes to CUSTOM OBJECT’s fields usability.I would real

9
Timour
Contributor
3 months ago
S
Community Manager
Sumana SrikanthanCommunity Manager
posted in API and Webhooks

Set up Custom Objects in your Freshdesk yet?

Hi @KP- , Thank you for your feedback.How can we get a Product Roadmap for the CUSTOM OBJECTS? About the skills, let’s say I have 2 tickets. Each of these tickets is linked to a Booking Custom Object.Ticket 1 = Modification Request => Booking 1 = a Flight reservation performed on GDS Ticket 2 = Moridication Request => Booking 2 = a Flight reservation perfomed on Lowcost platformBoth Tickets are Modificaiton requests and will be routed to the team in charge of handling Flight Modifications. Nevertheless, inside this team, some peopl know how to handle GDS and others don’t. This is a Skill. As of today the information is avaiable in a custom ticket field we created. But having dozens of ticket fields is not how we should do things : hence the excitement about Custom Objects. We should be able to use the fields of the Custom Objects in the Skill Definition. More generally, when we define a one-to-one relationship with a custom object in ticket fields, this means that a ticket can on

9
Timour
Contributor
3 months ago

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