Hello to all, In our company, we have several teams who can answer customer issues. Today, only my team uses Freshdesk but we want to have 2 other teams to come too.For this I added the two other email addresses in Freshdesk to start getting ready, so that I have :support@our_mail conseil@our_mail coprolib@our_mail My issue is that when a customer send an email to several of these addresses, it creates 2 tickets instead of one even if one was the direct recipient and the other only a CC. Is there a way to avoir creating two tickets ? Or to merge them ? As a bonus, we sometimes get messages from customers not directly addressed to us but as CC. I would still want to get them but, as we are not directly involved, I would like to be able to tag them (either with a tag, or a spectial status). Can I detect this in the automation ?
We have added a custom field for Contacts, where we include the requester’s Department inside the company. We would like to report on this, to get an idea of which Departments are making the most requests, and what type of requests they are making.I have played around with filtering existing reports, as well as creating my own widgets, but I have not found a way to report on this custom field. In fact, the options for reporting on customer data are quite limited in general.Has anyone had any success with reporting on customer data, specifically on custom fields for contacts?
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.