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Replies posted by pc-load-letter

2 Replies

gbtoast
Apprentice
gbtoastApprentice
asked in API and Webhooks

Source Choices on Ticket Creation

I understand this is a hard-coded setting. However, we have several use cases where agents receive and respond to inquiries from various sources other than phone (e.g., mail, SMS). For example, all the mail we receive from consumers, we scan a PDF and send to Freshdesk via email. We do this for regulatory compliance to track every piece of mail with the consumer. So, all our mail tickets state source = email, but it was mail. We frequently need to explain this to external auditors and our bank. (We are in the FinTech space). As a user and admin, we need the ability to Add/Update to a source other than phone at ticket creation and after a ticket was created - preferably without the pro plan and/or DEV work via the API.

12
J
Community Debut
1 month ago
pc-load-letter
Apprentice
pc-load-letterApprentice
asked in Automations and Workflows

Set/Update Subject text using Automations, Scenarios, and Canned Responses

Hi Aishvarya, Unless I am mistaken, usage of Web Hooks requires custom development via APIs. We are seeking a Freshdesk enhancement so Freshdesk can make these changes using the following Freshdesk product features:Automations Scenarios and Canned ResponsesAs a result, I am unable to mark your response as the “best solution.” We are seeking an enhancement/idea, not a clarification of current feature(s). Happy Ticketing,Justin B

4
vanworm
Community Debut
4 months ago

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